Dany Shaffer Email & Phone Number

Austin, TX, US

• Selected for a competitive program offered to high-potential individuals preparing for a CS role in SaaS
• Rigorously trained **(300+ hours)** and assessed on Customer Success skills by instructional coaches and industry professionals
• Practical experience with data tools for managing a large Book of Business, with three Gainsight Certifications exploring deeper product adoption, techniques for scaling, and success planning with customers.
• CS workflow training covering customer journey mapping; executive summaries and slide decks for effective EBRs; managing risk and effectively escalating issues; analyzing customer health indicators; creating stories.

Austin, Texas, United States

• Developed relationships with local vendors, resulting in a permanent Central Market account (HEB’s luxury grocery chain) worth $8-10k monthly
• Utilized knowledge of social media audience targeting to expand customer reach, growing monthly sales by 10%
• Streamlined techniques and optimize processes for consistency, increasing volume by 500%

Austin, Texas, United States

• Served as QA leadership and oversaw technical product support for a global VR hardware/software platform with annual $1B revenue
• Onboarded and trained 125+ new employees in QA practices and workflows to drive quality of customer experience.
• CX: Coached 15 agents weekly in a 1:1 program, improving average QA scores by +15% from 75 to 90
• Voice of the Customer: Analyzed qualitative and quantitative data on root cause analysis for detractor customer surveys, leading to improved customer experience (CSAT) and saved labor costs, and improving NPS (net.
• Stakeholder Alignment: facilitated weekly meetings to educate team leads, trainers and execs and published one-page educational slides to drive adoption of best practices
• Risk Mitigation: Established relationships with executive decision makers at Fortune 500 companies to revise policies that were heavily contributing to negative scores.

Red Rock, Texas, United States

• Maximized sales and restaurant accounts in Austin, including 8 of Austin Monthly’s best Restaurants
• Developed strategies in response to COVID-19 for small grocery and direct-to-consumer delivery programs, leading to zero product loss and full recovery of lost revenue from canceled restaurant accounts

Austin, Texas Area

• Quality Assurance Manager | Ad Policy Support (2018-2019)
• Designed processes for quality metrics while raising team CSAT score from 30% to 75%
• Led customer service enablement for 20+ staff, improving performance under high volume & reducing overtime
• Developed weekly analytics, provided insights and feedback to Product leaders, and intervened in high-touch cases__________________________Ad Technical Support Specialist (Mid Market + Enterprise) | Business Integrity.
• Ensured Client Success for global enterprise advertisers (including Sony, Uber, Universal Pictures, AB InBev) by utilizing data tools to address sensitive and often confidential issues with a potential for public.
• Led my local team’s expansion to 24/7 global coverage across multiple sites, resulting in promotion to team QA

Austin, Texas, United States

• Product expert and brand advisor for nootropic mental performance supplement.
• Coordinated with major retailers and grocers, driving product sales and ensuring advantageous product placement and physical visibility
• Developed and implemented product sales and merchandising strategies, resulting in permanent placement of our product in all Austin area Whole Foods stores
• Traveled to festivals and other events to promote product and brand, including networking with other small consumer packaged good producers

Austin, Texas, United States

• Centered around sales, marketing, event management, and product expertise. Exceeded production goals, met with clients and drove sales across local grocers and public events.
• Increased sales at weekly markets by 50%.
• Created operational plan for Austin City Limits Festival, serving >$25k in product.

Austin, Texas, United States

Administrative duties included scheduling events and managing reservations. Primary support for executive team and Food & Beverage director, regularly assisted frustrated clients with urgent needs, frequently hours before events. ♦ Assisted in executing 40+ weddings yearly and 5-10 weekly events, often in excess of 400 guests. ♦ Maintained records, booked.

Stamford, Connecticut, United States

Researcher for a national market research firm specializing in ethnographic methods.♦ Executed data collection campaigns, employing interview techniques based in ethnographic research methods. Employed qualitative and quantitative research methodology. ♦ Synthesized findings through analysis and reporting. Made actionable recommendations. ♦ Contributed to.

Bachelor Of Arts - Ba, Cultural Anthropology, Reggie Lewis Scholar

Activities and Societies: President - Sociology and Anthropology Student Association // Founding Officer - Students for Sensible Drug.

Customer Success Fellowship

- Selected for a competitive program offered to high-potential individuals preparing for a CS role in SaaS - Rigorously trained **(300+.