Daniel Reinoso Email & Phone Number

Tempe, Arizona, United States

• The regular evaluation of phone, email, and chat correspondence of Advocates using a standardized quality checking system.
• A direct contributor to the creation of the standardized quality checking system mentioned above, creating the standard for what is considered a good customer interaction between a representative and a client.
• Work with clients seeking to cancel their accounts with us with a focus on retention as well as acting as a feedback net for our Product and Customer Service teams.
• Spearheading projects to ensure the most efficient approach to client concerns to revitalize trust, confidence, and appreciation for the product. Most recently this involved addressing Tax Notices and supervising a.

Tempe, Arizona

• Lead and Coach a team of up to 16 individuals (14 Customer Support Representatives and 2 Team Leads) with a focus on development, professional growth, and excellent customer service
• Foster an environment of continuous development and improvement through mentoring, coaching and feedback
• Effectively manage multiple internal and external channels, including phone, email, Slack and more
• Manage Attendance and general Policy Adherence of team members
• Communicate the company goals and metrics used to measure growth and performance in Customer Care
• Serve as a point of escalation for customer issues that require masterful coordination between multiple Zenefits teams and leadership

Tempe, AZ

• Manage team projects centered around improving team/individual efficiency
• Provide individual coaching to strengthen areas of needed improvement including, but not limited to, platform knowledge, de-escalation strategies, workload management
• Work inter-departmentally to improve processes for addressing complex system issues and customer requests
• Audit, improve, implement, and present associate new hire training
• Act as a subject matter expert regarding Time & Pay products and their functionality
• Using de-escalation methods to assist high-touch clients

Tempe, AZ

• Provide our Premium Customers expedited support via inbound calls, emails, and callback requests
• Develop a Medium-High level understanding of all areas of focus pertaining to our SaaS products, Human Resources, Benefits, and Payroll
• Provide product training to new hires and current employees outside of the Payroll area of focus to broaden support capabilities across the board
• Shifting workload to assist all areas of focus in support efforts, wherever it is need most at any given moment
• Assist customer care associates, sales team members, and seniors in areas of focus outside of payroll with questions and client inquiries
• Work with the Management Team to streamline information resources and processes available to customer care associates

Tempe, AZ

• Provide support to our customer base via our new instant messaging service
• Quickly address low-medium level complexity inquires
• Effectively route high complexity inquiries to the appropriate teams to ensure best possible support for customer
• Work collaboratively with our Engineering and Management Teams to build out our chat functionality with a focus on ease of use for clientle
• Develop understanding of low-medium level complexity issues outside of my Payroll area of focus, into Benefits and Human Resources products

Tempe, AZ

• Ensuring customer success on the Zenefits platform by providing an in-depth understanding of our systems and processes in a friendly and helpful manner via phone and email contact
• Working collaboratively across areas of focus to raise the knowledge base of other teams, including those outside of Customer Care department.
• Effectively managing and increasing personal work load while taking on new task and responsibilities.
• Provide feedback to senior level associates to expand or improve available knowledge resources available internally and externally
• Developed a comprehensive understanding of our Zenefits Payroll, Payroll Sync, & Payroll Reports products
• Being proactive when assisting clients by anticipating potential downstream questions or issues and addressing them ahead of time

Scottsdale, AZ

• Full process recruiting of individuals with varying skill sets with a focus in the Food & Pharmaceutical manufacturing industry
• Build relationships with potential talent and uphold those relationships with current and former talent
• Phone screening and Virtually Interviewing talent in order to determine qualities such as reliability, applicable skills and knowledge of job duties
• Updating the ATS to ensure talent and Medix is compensated and all necessary information surrounding the candidate is available
• Schedule meetings with talent and potential clients with remote Account Managers
• Ensure compliance paperwork (i.e. background check forms, drug check forms, etc.) is completed by new talent in an appropriate time frame

Scottsdale, AZ

• Find, evaluate, and build relationships with quality candidates in my target field to
• Develop a talent pool of active and passive candidates open to opportunities
• Match candidates to an opportunity that fits their qualifications, needs, and most importantly themselves
• Provide both candidate and client with information to help smooth the process of hiring
• Update our database with new information on candidates and possible job leads
• Market top tier candidates to clients seeking the best talent

Mesa, AZ

• Prepare meals as instructed
• Lead the Cook team during rush hours
• Clean stations and prepare for the following day

Bachelor’S Degree, Human Communication

Activities and Societies: Association of Human Communication

Education record