Danielle Eberhardt Email & Phone Number

Saint Petersburg, Fl, Us

Mclean, Va, Us

Built a new Member Experience Platforms team; established roles and responsibilities.Procure new technology solutions to drive company savings and efficiency.Manage the implementation and onboarding of new solutions to drive company wide adoption.Led tool process changes that contributed to reduced support costs.Developed a request intake process to drive platform improvements to address agent efficiency gaps and identify member experience improvements.Procured and integrated a workforce management solution with Zendesk allowing for identification of agent handle times.

Mclean, Va, Us

Restructured the organization of Zendesk contributing to effective cross team utilization by auditing and optimizing groups, triggers, and automations.Analyzed individual agent performance metrics through configuration of custom dashboards to make agent efficiency recommendations.Established a system monitoring process to report outages and system deficiencies leading to a 25% faster turnaround rate.Successfully launched an automation pilot leading to a 93% ticket deflection rate.Built a need for further team development in the Member Experience Platforms space by expanding the toolset portfolio.

Boca Raton, Fl, Us

Led a cross-functional team to implement Zendesk as the first SaaS customer response tool used by the company.Guided support teams to establish a SOP for Zendesk usage, and maintain the SOP.Managed the daily operation, optimization, and troubleshooting of Zendesk customized for Cendyn.Collaborated with technology partners to maintain stable integrations/platform performance.Led teams to a 25% increase in partner adoption through hosted webinars and help documentation.Coordinated the implementation and continual growth of the Help Center for all Cendyn products.

Boca Raton, Fl, Us

- Developed strategies for maintaining partnerships with clients for various products building company strengths, identifying potential new markets and obtaining a competitive position in the hospitality industry- Developed business models for active clients while shaping future development and retention strategies- Provided ongoing client support for Cendyn’s client used CRM system in addition to utilizing market research and internal resources to recommend strategic plans, based upon individual client performance- Provided support to upper management in contract development based upon individual clients needs to recommend potential upsell opportunities- Managed transactional emails, using HTML coding, dynamic content, and email criteria strategy- Supported clients to help build email marketing campaigns, as well as identify potential need periods within individual hospitality budget constraints

Boca Raton, Fl, Us

- Maintain client relationships and provide ongoing client support- Manage transactional emails, using HTML coding, dynamic content, and email criteria strategy- Support clients to help build email marketing campaigns and maintain ongoing strategy for CRM related efforts- Analyze/present campaign performance with clients- Maintain or improve account profitability- Build knowledge base including keeping current on the latest trends in the hotel marketing industry

Boca Raton, Fl, Us

- Strategized with upper level management on marketing initiatives- Deployed marketing initiatives through Marketo Marketing Automation Software- Managed internal and external events using Marketo Marketing Automation Software- Scheduled and maintained social media posts and accounts using HubSpot Marketing Automation Software- Created content relevant to the 401(k)/finance industry- Communicated with clients to achieve desired outcomes for increasing 401(k) enrollments, and deferral increases- Created various print resources and advertisements- Created various digital marketing resources and advertisements

West Palm Beach, Fl, Us

-Provided support to the Market Managers and Media Director to keep track of media placement details on various media outlets-Reconciled invoices and billing detail reports-Prepared media buys, order media with vendors, and traffic out all creative and rotations to stations-Performed post-buy analysis on all TV markets purchased-Performed market research and new business research using media tools/software such as Kantar and SRDS-Fielded incoming proposals/phone calls for various vendors and helps maintain strong relationships with the vendors

Boca Raton, Fl, Us

-Managed incoming money from participants -Deposited and accounted for incoming checks-Executed refunds for corrections on participant accounts-Maintained customer relations

Boca Raton, Florida, Us

-Managed client relations -Organized and maintained medical records and relevant legal documents for cases-Managed client appointments and phone records