Daniel Luce Email & Phone Number

United States

Providing strategic communications and programmatic support to Customer Recovery teams within the Digital, Device & Alexa org.

Providing programmatic enhancement and support to all of D2AS as part of the Customer Recovery Integration & Experience team

#IamRemarkable is an initiative empowering women and underrepresented groups to speak openly about their accomplishments in the workplace and beyond, thereby breaking modesty norms and glass ceilings.As a facilitator my role involves hosting workshops and being an ambassador for #IamRemarkable withinmy personal and professional networks.To learn more and join the initiative visit: g.co/IamRemarkable

• Investigate and proactively hunt for active human adversarial threats within customer organizations.• Observed and report on active advanced persistent threats, and develop methodologies to identify and prevent ongoing threat campaigns.

• Investigated alerts generated by Windows Defender & Advanced Threat Protection processes.• Observed and reported on active malware trends and campaigns.

Irving, Texas, United States

• Investigated and mitigated fraud across Microsoft Devices and Microsoft Accounts.• Provided account restoration and fraud prevention education through personalized customer outreach.

Dallas, Texas, United States

• Level 2 ESL Instructor at the Hampton-Illinois branch of the Dallas Public Library System.• Performed pre- and post-term assessments of individual students through written testing and oral interviews.• Instructed approximately 20 students using Level 2 "Ventures" curriculum.

Redmond, Wa

• Reshaped and streamlined the SPIM (“Spam over Instant Messaging”) reporting tool UI through direct feedback and collaboration with development partners.• Compared page data and sender/recipient metrics in order to grade between 1200-2400 individual records daily as either benign or fraudulent.• Provided onboarding support to new hires joining the team, serving as a guide and mentor throughout the ramp-up process.• Developed and issued a weekly report summarizing trending SPIM campaigns or developing global hotspots for SPIM.

Sammamish, Wa

• Developed and deployed team-wide best practices for both efficiency and efficacy.• Served as a mentor and advisor for newer members of the team, providing feedback and coaching where appropriate.• Analyzed order data provided by Reverse Logistics to identify over $100,000 in fraud—both attempted and perpetrated—throughout the 2012 holiday season, and collaborated with internal partners to shut down pathways to such fraud.

Sammamish, Wa

• Responsible for load balancing and routing of all new incoming Call Center-based escalations to Hardware agents.• Processed and reviewed metrics for daily Hardware SLA reports, as well as for bi-weekly repair and refurbishment SLA reports.• Analyzed BI data alongside team headcount and agent proficiencies in order to leverage resources to maintain or exceed SLA. • Created the Hardware Case Administrator reporting and productivity suite, as well as process documentation and the Hardware onboarding and orientation packet.

Sammamish, Wa

• Coordinated with Service Center and Logistics Partners to resolve conflicts related to repair and supply chain processes.• Worked closely with the Supportability team to develop new procedures for handling Variance top drivers at our Service Centers, which reduced the amount of Variance escalations sent to Tier 3 Hardware.

Kirkland, Wa

• Located and reported defects in pre-release software by closely monitoring game content, difficulty, visuals, audio and overall functionality.

Kirkland, Wa

• Located and reported defects in pre-release software by closely monitoring game content, difficulty, visuals, audio and overall functionality.

Redmond, Wa

• Communicated directly with repair subcontractors on a daily basis regarding escalated repair issues, providing them with directions for resolution.• Assisted in the creation and upkeep of “infobases” (dynamic, visual databases) using Folio Views. • Fielded phone calls from consumers for all manner of issues: System hookups, repairs and repair referrals, magazine subscriptions, part order fulfillment and general inquiries.

Lynnwood, Wa

• Assisted the General Manager in managing a kitchen staff and delivery drivers.• Responsible for opening and closing duties, AP/AR reports, bi-weekly distributor orders, weekly sales analysis, payroll, and promotion within the community.

Bachelor Of Arts, Russian Languages, Literature And Culture

Activities and Societies: Russian Table (weekly) Dean's List• Completed four years of language courses in 21 months, through intensive.

Aas, General Studies