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.

• 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.

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