Dan Howe Email & Phone Number

Falls Church, Va, Us

• Increase client retention through proactive communication and exceptional service as the primary point of contact for numerous accounts.• Collaborate with the sales team to identify upsell opportunities, leading to an increase in client portfolio value.• Champion client success by troubleshooting problems and ensuring smooth product adoption, achieving high client satisfaction.• Assist with onboarding during project installations, guaranteeing adherence to high standards and contributing to a successful project track record.• Liaise between clients and internal teams, advocating for client needs and fostering collaboration to deliver successful solutions.

Santa Monica, Ca, Us

• Oversaw remote Customer Support department consisting of team lead, full time specialists, and seasonal contractors across the United States and abroad• Implemented Tier 2 support focusing on escalations, fraudulent transactions, and technical troubleshooting• Improved customer support tech stack by sourcing AI support automation and quality assurance tools• Worked with product teams to ensure customer experience was included in system enhancements and upgrades• Partnered with engineering teams to proactively mitigate risk and standardize emergency response processes• Represent the voice of the customer regarding product experience, expectations, and value with C Level executives

Santa Monica, Ca, Us

• Acted as the main escalation point, created schedules, and provided routine training and feedback sessions• Established quality assurance metrics, and implemented SOPs to ensure a high level of customer support• Analyzed data to enhance customer experience and ensure all issues are handled within SLA• Lead the transition of help desk software to Zendesk to streamline workflow and increase productivity• Created a customer-facing help center with support articles and feedback channels• Handled hiring process from beginning application screening, interviewing, and onboarding of new Customer Support Specialists• Trained new hires on soft skills, company policies and procedures, internal tools, and market operations•

Chicago, Il, Us

• Managed relationship of Mid-Market merchants ($10M - $60M) across multiple verticals and channels, acting as a payments consultant and internal advocate for Braintree merchants• Developed trusted relationships with merchant stakeholders and executives within portfolio by creating account plans, maintaining opportunity pipeline, and sharing roadmaps while soliciting feedback from merchants to drive strong partnerships• Drove growth of Braintree, PayPal, and Venmo product footprint with merchants by covering all sales activities from opportunity identification to discovery and solutions• Maintained relationships with internal and cross-functional teams to ensure a seamless customer experience

Chicago, Illinois, Us

• Develop new hire training curriculum, materials, and schedules for Grubhub Restaurant Care• Implemented training feedback process to ensure new hire specialists are trained on the most relevant technical skills, scenarios, and processes• Regularly meet with Care managers to discuss and compose policy and procedure changes, and their effect on training• Create and implement self-paced learning modules for new and seasoned specialists using Articulate Storyline 2• Oversee new hire specialists during their on the job portion of training by setting schedules, answering questions, and handling escalations

Chicago, Illinois, Us

• Resolve billing and account issues for restaurants across the GrubHub brand• Work with restaurants to ensure smooth transitions on change of ownerships and re-contracts• Educate restaurants on the GrubHub brand and how to utilize our services• Lead classroom training for Restaurant Care new hires• Handle escalated issues that originate from Sales, Customer Care and Account Advisory• Entered ACH information so restaurants can receive payments directly• Ran tax remittance reports for restaurants in Michigan, Georgia, Florida, Virginia and Utah

Chicago, Illinois, Us

GrubHub Seamless is the nation’s leading online and mobile food-ordering company dedicated to connecting hungry diners with local takeout restaurants.• Communication liaison between restaurants and their customers• Solve logistics and quality concerns• Advise restaurants on service issues• Promote local restaurants to interested diners• Communicate with 100-150 restaurants and diners per day via telephone, email, instant messaging and social media

Philadelphia, Pa, Us

• Prospect, close and manage new relationships with local clients seeking SEO and Lead Generation products• Prioritize and organize sales calls based on maximum potential return• Create and develop compelling sales presentations• Analyze competitive (local) online media marketplace• Monitor, maintain and optimize existing campaigns

• Sell print, online, direct mail and search engine marketing advertising programs to existing and new business accounts• Analyze and develop client advertising business strategies and provide solution based advertising program recommendations• Assigned initial customer base which requires a daily close rate• Work in a team-oriented setting to achieve business objectives• Build and maintain relationships with customers, demonstrating overall sensitivity to the needs of their business

Carbondale, Illinois, Us

• Manage territory of over 40 clients• Meet with prospective clients on a weekly basis• Cold call local businesses on a daily basis• Work with Advertising Production in order to design ads for clients and prospective clients• Develop promotions for special inserts• Approve final ads for newspaper

Chicago, Il, Us

• Schedule guest speakers for general meetings, including local businesspeople and national recruiters• Schedule corporate tours• Head recruiting efforts for beginning of semester rushes• Implemented social media into the SIU AMA communication model• Created new website that contained blogs, calendar of events and a job board

Carbondale, Il, Us

• Review all submitted payment vouchers for accuracy and completeness on a daily basis• File copies of all payment vouchers each day after they have received the fiscal officer or delegate's signature• Review daily all submitted P-Card documentation for accuracy and completeness• Code each P-Card into the computer system, and reconcile each order as it processes• Complete initial student employment documentation for 100 - 125 student employee• Sell programs during game days and also help manage fellow program sellers