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 • Trained new employees, and cross trained existing employees to new contractsCustomer Contact Representative (2002 – 2004) • Contacted customers for various sales contracts • Consistently met or exceeded sales goals• Received multiple awards for leading the branch in sales