Daniel Cato Email & Phone Number

Boston, MA, US

Boston, MA, US

• Actively work within a cross-functional team, leveraging the diverse expertise and perspectives of team members from various departments, including design, engineering, and marketing, to define and refine product.
• Spearheaded the setup, configuration, and ongoing management of Jira and Confluence platforms, enabling streamlined project management and collaboration across departments.
• Played a key role in sprint planning, backlog grooming, and daily stand-up meetings to ensure seamless project execution.
• Contributed to user acceptance testing (UAT) and quality assurance processes to deliver a polished end product.
• Created visually appealing reports and documentation that highlighted key findings, issues, and suggested improvements for both UAT and QA processes.
• Developed and maintained comprehensive data privacy policies, procedures, and guidelines to ensure adherence to relevant regulations.

Boston, MA, US

• Coordinated, implemented, and successfully launched a 3PL (Third-Party Logistics) vendor to efficiently handle inventory and shipping operations, optimizing supply chain management.
• Led the launch, onboarding, training, and ongoing support for the Customer Support and Tech teams, ensuring smooth operations and high-quality service delivery.
• Provided tier 2 technical support to business service utilizers ("Members"), leveraging voice, text, email, and video conferencing to identify, isolate, and resolve complex customer support and technical issues.
• Developed systematic approaches to evaluate the efficiency of business processes, with a focus on the organization's substance testing operations, leading to enhanced operational effectiveness.
• Created and maintained quality assurance reports for substance testing products, enabling data-driven decision-making and facilitating collaboration with external vendors to address product issues.
• Played a key role in shaping the organizational culture by researching and executing team-building activities, implementing engagement initiatives such as water-cooler talks, team office days, care packages, and team.

Boston, MA, US

• Managed customer support operations through a dedicated platform, meticulously documenting and resolving issues while consistently tracking and reporting on key performance metrics.
• Utilized various communication channels, including text, email, voice, and video, to proactively reach out to members, providing prompt and effective solutions to their inquiries.
• Led the documentation, tracking, and reporting of essential customer support metrics, focusing on conducting cost/benefit analyses and implementing strategic problem-solving measures.
• Successfully onboarded, trained, and empowered a team of 2 junior Customer Support Representatives, resulting in consistently exceeding benchmarks in Net Promoter Scores (average 55), Customer Satisfaction scores.

Falmouth, Massachusetts, US

• Recruited 60 eligible participants, managed research requirements, informed consents, and ensured data security for an Institutional Review Board (IRB) approved, Small Business Innovation Research (SBIR) pilot.
• Scheduled and facilitated monthly one-on-one check-ins with all 60 patients in order to collect data, frequent urinalysis samples and provide in-person customer and technical support.

Falmouth, Massachusetts, US

• Refurbished workstations and laptops; imaged laptops, workstations, and tablets; installed and tested software and printers to ensure proper functioning; and configured hardware.
• Provided Tier 1 Technical Support at several Gosnold locations across Cape Cod.
• Organized computer lab inventory and identified and tracked IT assets.

Brewster, MA, US

• Oversaw adult residents living with Prader-Willi Syndrome in community residences by caring for and supporting them, ensuring their safety, and securing the community.
• Promoted independence and individual growth through positive role modeling, skill trainings in Activities of Daily Living (cooking, cleaning, personal hygiene, etc.), encouraging use of community resources, supporting.
• Documented incident reports and provided case management for all residents.

Framingham, MA, US

• Hired, trained, developed, led and supervised a team of 10 associates.
• Managed business assets and resources to meet client needs and achieve service goals.
• Exceeded target sales budget, achieving a 15% year-over-year increase in 2015 sales.

Framingham, MA, US

Framingham, MA, US

Bachelor Of Science - Bs, Operations Management - Business Analytics

Associate Of Science - As, Information Technology

Education record