Danilo Guy Email & Phone Number

United States

• Managed 40 agents internal and 45 agents externally that supported over 2,000 users across 270 clients. • Developed and implemented new KPIs for a fast growing department to help improve agent utilization. • Developed and improved the QA process for onboarding new clients to ensure the service desk had the essentials to service them fully. • Worked with product engineering to develop new tools and features to improve the helpdesk productivity. • Helped revamped the QA process for internal technical tickets to a traditional grading system. • Implemented a workforce management process to improve overall workflow. • Worked with key stakeholders to define business and systems requirements for new technology implementations. • Worked directly with account management on handling new escalations that were submitted by clients every week.• Created and implemented a new hire training curriculum that ensured new agents were successfully ramped in 5 weeks. • Created 24 Lessonly training modules on help desk best qualities, which was proven to help decrease time to resolution by 2%.• Develop daily, weekly and monthly reports on help desk team’s productivity.• Responsible for reporting high-level metrics to C level executives on a weekly basis to show the department’s trending improvements overt time.• Developed a capacity demand model to help highlight times of the day that were understaffed. • Worked closely with HR on rolling out new processes for the department such as attendance policies and performance evaluations. • Worked closely with the Director of Strategic Planning on transitioning a portion of the department overseas.• Develop, implement, and maintain all key global functional policies and procedures, including those for service desk, monitoring, service provision including other network operations plans• Worked with the CTO and CEO on developing a strategic plan on outsourced a portion of the helpdesk.

• Provided technical support to non-profit organizations on how to operation the e-commerce ticketing system.• Responsible for training and onboarding new clients.• Responsible for branding and coding the doubleknot application to match the organizations website.• Familiarized myself with using html and ccs coding to brand organization websites. • Provided phone and email support support to assist with any common issues or questions that occurred with the application.• Contributed to special internal facing projects, as assigned, to facilitate the growth of the support team.• Responsible for testing and updating bugs that were entered into our Jira ticketing system.• Responsible for building out non-profit organizations reservations, events and program setups within the doubleknot application.Hosting online meetings through “join me” and “go to meeting” to resolve technical questions

Elmsford New York

Supervise and manage the organization’s New York customer service call center, which offers both tier 1 and tier 2 support to our domestic and international clients.Train and support the East Coast outsource call center partners to ensure that all staff is consistently and continuously educated on all new policies and marketing promotions. • Provide guidance and support to all agents that handle complex customer technical cases. • Partner with the IT quality assurance team on all consumer technical software issues and to test and uncover software bugs. • Review and oversee the performance of all agents which has resulted in a higher skilled and engaged technical team. • Facilitate software and customer service training for all current and newly acquired outsourced agents. • Review the Customer Service metrics to consistently monitor the department’s performance and to make recommendations to senior leadership on continuous improvement opportunities for the customer service organization. • Oversee the processing of all customer credits using Authorize.Net, PayPal and World Pay. • Provides assistance to agents in troubleshooting Mac and PC error messages. • Manage the daily quality and service level reports for the Customer Service Dept. and offer recommendations to increase service levels.

Manhattan

Assisted in the preparation and filing of cases.• Scanned and processed case files/numbers into secure computer systems. • Worked independently and performed at a high level in a fast pace environment. • Performed Intake Process on new and incoming offenders going on probation.• Trained in creating Case Files for incoming offenders.• Assisted Probation Officers in preparation for court proceedings.

Master'S Degree, Public Administration, 3.9

Bachelor'S Degree, Criminal Justice And Corrections

Activities and Societies: Alpha Phi Alpha Fraternity