Danny Koss Email & Phone Number

Boston, Massachusetts, US

• Responsible for the quantitative & qualitative performance outcomes of all first tier support operations.
• Manage over 350 agents and staff of an outsourced BPO service center.
• Champion contact deflection and reduction strategies with internal stakeholders across product, engineering, sales, & product marketing.
• Manage an internal support operations team responsible for training, development, agent readiness, and contact quality strategies.
• Model & manage all internal expense budgets and vendor contracts.
• Administer and optimize all internal support tools (tickets, telephony, help center, messaging, data analytics).

Boston, Massachusetts, US

Boston, Massachusetts, US

Boston, Massachusetts, US

Account manager for national government accounts.

Boston, Massachusetts, US

San Mateo, US

• Managed federal, municipal, and corporate accounts
• Grew accounts by ~30% over a 6 month period
• Developed custom-tailored growth and success plans based on customer profile and projectile
• Assisted clients in right-sizing fleet, reducing inefficiency by an average of 25% per account
• Met weekly with product development and engineering teams to align product roadmap with client use-cases
• Created and implemented a comprehensive training and onboarding program for new accounts, optimized for remote as well as on-site deployments

Palo Alto, California, US

• Directed a technology-focused learning program with over 250 participants weekly
• Managed a staff of 40 employees and provided necessary support and tools to achieve goals
• Utilized data and survey results to responsively address employee performance and effectiveness
• Ensured participants met particular learning expectations and monitored instructional approaches

Middle School Language Arts

Middle School Mathematics, Science, Religion

San Francisco, California, US

Moraga, CA, US

Created a community for 45 freshmen males and maintain a safe living environment.Organized weekly events and outings throughout the year to build a sense of community.

Ensured that all production was completed in a timely manner for new accounts.Managed dozens of clients each week and maintained a high level of communication.

Master'S Degree, Educational Administration

Mfa Teaching, Education

Bs, Business Administration, Economics