Daniel Y. Email & Phone Number

Atlanta, Ga, Us

Austin, Texas, United States

San Francisco Bay Area

- Helping entrepreneurs, namely Y-combinator and 500 startup companies, going from 1-10 build and scale out their customer support teams. - Specifically helping in 3 areas: 1. Creating a general foundation of customer operations systems. 2. Optimizing current customer support systems. 3. Hiring, training, and managing customer support teams and building out repeatable processes that didn't compromise quality during scale.

Led a 24/7 team of local and international customer service representatives and customer success managers. Established team goals and roadmaps using OKRs to ensure company-wide alignment while avoiding micromanagement. Responsible for team hiring process including screening, role-testing, interviewing, and training. Led high impact cross-functional initiatives with Sales, Engineering, and Marketing teams based off customer data. Point of reference for resolving customer inquiries, for both strategy-focused and highly technical issues.

Led multiple teams responsible for the entire scope of customer experience, which included live-chat, phone support, email ticketing, order fulfillment, and social media. Point of reference for customer escalation issues and helped reduce time to ship by 75% and delivery time by 40% by identifying and solving bottlenecks in the fulfillment process.

Austin, Texas, United States

Incorporated previous role into a company, building out a customer support as a service business from $0 to $40k MRR. Handled the full sales cycle, as well as account management, hiring, training, and managing a fully remote team of 20+ customer support representatives.

Austin, Texas Area

- Point of contact for all things customer support.- Implemented new processes to reduce FRT from 2 hours to 10 minutes.- Maintained 99% CSAT.- Helped build and moderate a community of over 1,000 entrepreneurs in the How To Make Your First Dollar course.