Daniel S. Email & Phone Number

Tukwila, Wa, Us

Lead a team of 8 Member Experience Supervisors in a high volume contact center, each with ~16 direct reports.Work with key stakeholders for business process updates.Implement new policies and processes aimed at delivering a world class member experience while gaining efficiency, improving quality and supporting overall business strategy.Analyze KPI performance and develop strategies to improve call center performance.

Tukwila, Wa, Us

Philadelphia, Pa, Us

• Supervise, coach and develop large customer service teams in multiple departments (currently Social Media Care) to exceed operational goals.• Build strong relationships across all areas of business to champion and track process and product improvements.• Increase and maintain NPS scores (~40+) month over month by gathering insights via Medallia and phone calls and then coaching to feedback.• Continually increase new team employee motivation (eNPS) on average over 50 points as measured by employee survey results.• Lower absenteeism by ~15% by creating a team culture of trust and ownership and training to SLA and impact of shrink to peers.• Analyze and track complex sets of KPI data (handle time, quality, NPS, etc.) and coach to success resulting in 100% team-wide scorecard achievement for multiple consecutive years, including 2022.• Lower team transactional error rate by ~20% (2022-2023) by developing and deploying process improvements to identify and train to deficiencies.• Assist executive project management organization with a comprehensive data visualization project to identify project resource allocation.

New York, Ny, Us

• Underwrite renewal and new business property and casualty risks to ensure they meet risk appetite and profitability goals.• Exceeded efficiency goals by 30% based on how quickly risks are approved or rejected and time to contact submitting agency.• Grew the Travelers book of business (~5% written premium, 2014) by building strong relationships with independent agents.• Tracked referrals to underwriting and trained outlier agencies resulting in less call volume (~10%) from my territory but a net increase in submissions (~5%).• Programmed Outlook macro that saved ~$32,000 worth of work effort per year.

Salt Lake City, Ut, Us

• Coach Communication Assistants to meet accuracy and QA standards. • Mentor new trainees and assist in training activities. Improved the "profile rebuild"​ process, lowering required time by 2 hours. • Relay calls for deaf and hard of hearing customers.

• Assisted customers with online banking needs such as password resets and online technical support while meeting productivity, quality and efficiency goals.

Boston, Ma, Us

• Use a consultative approach to discover insurance needs of clients and sell appropriate coverage. • Mentored and coached new sales staff. • Wrote $1 million dollars of raw premium in the first year. • Consistently met or exceeded sales goals and earned top performance awards.• Assisted with the development and implementation of a new compensation program. • Piloted the "outbound dialer" program to identify opportunities, strengths and best practices.

Bachelor'S Degree, Business

Aas, Mechanical Engineering