Daniel Whalen Email & Phone Number

Rochester, New York

Webster, NY

• Collaborated with multiple departments to gather, organize, and maintain a current record of security practices
• Provided documentation on Paychex security posture for presentation to current and potential clients
• Assisted with on-going compliance and audit activities such as PCI-DSS, HIPAA, and SSAE-16
• Assisted management in creating formal documentation for compliance practices and procedures

Rochester, New York Area

• Prepared tax returns for individuals and small businesses
• Identified and utilized appropriate adjustments, deductions, and credits to keep clients’ taxes to a minimum
• Examined client provided documents for completeness, accuracy, and conformance to standards

Orono, Maine

• Supervised, motivated, and monitored both customer service and sales teams of approximately 20 - 25 agents
• Interviewed, hired, and trained employees
• Developed several bonus programs designed to incentivize greater performance

Johnson City, New York

• Manager (2005 – 2006)
• Supervised, motivated, and monitored a team of 20 - 25 agents to ensure that performance metrics were consistently met
• Maintained the dialer system to ensure proper call flow, minimize abandoned calls, and maximize sales per hour
• Wrote monthly evaluations to track each representative’s progress and identify areas for improvement Quality Coach (2004 – 2005)
• Monitored representatives to ensure compliance with FCC and FTC guidelines, as well as politeness and professionalism
• Facilitated client monitoring sessions