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.

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.

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