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.

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.

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.