Donald Guy Email & Phone Number

Greater Los Angeles Area

• Identify and contact clients who need to submit information and/or schedule appointments.• Supports Activation Team Manager and Director of Account Services with process and workflow improvements.• Handle outbound and inbound calls from restaurants needing help with setting up their equipment, seeking to create a positive experience for each caller.• Escalate issues to the next tier of support, or arrange dates, times & access appointments for service calls.• Utilize multiple computers and databases to log and keep records of client queries.• Update self-help documents so clients/employees can try to fix problems themselves.• Uses knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.• Use Active Listening skills to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.• Inspire confidence and trust with the client, be our brand representative.• Utilize software, databases, scripts, and tools appropriately.• Understand and strive to meet or exceed performance metrics while providing excellent consistent customer service.• Make sales or recommendations for products or services that may better suit client needs.• Additional responsibilities as designated by supervisor.

Greater Los Angeles Area

• Managed over 300+ audits per month by conducting a detailed Risk Analysis on sub-prime dealerships.• Utilized multiple verification methods to ensure all company assets are secure and all dealerships are complying with company procedures.• Assist with creating and/or approving company policy and procedures

Tampa/St. Petersburg, Florida Area

• Ensure that all appropriate safety procedures for transporting hazardous and non-hazardous material are followed and transport of these materials are in compliance with state and federal regulations• Executed all supervisory responsibilities in accordance with the organization’s policies and procedures• Developed policies and procedures as needed• Ensure drivers are performing all necessary tasks and responsibilities

Tampa/St. Petersburg, Florida Area

• Perform failed service root cause analysis and implement prompt problem resolution implementation• Captured all source data for accurate and timely service billing and contractor payment according to company accounting policies• Coordinate and manage implementation efforts of changes to service assignments (e.g. new client install's, current client additions, service subtractions, stat calls, will calls, etc.)• Conduct audits of contractor service assignments on an ongoing basis to identify ways to improve service for assigned customers and profitability for the company

Tampa/St. Petersburg, Florida Area

• Managed 30+ direct report court researchers throughout the United States.• Conduct onsite training for new hires and current reporting researchers.• Maintain high level relationships with civil and criminal court personnel.• Combined and Implemented employee/court/criminal tracking database system. Streamlined the creation of the monthly report card. Analyzed and applied criteria to the new status report program.

Greater Denver Area

• Retain an assigned portfolio of clients, working as their advocate to resolve operational issues, develop process improvements, and uncover further business opportunities.• Served as the primary contact for an assigned portfolio. Gained an understanding of the client's business, project yearly revenue, and volumes; identify the client's strengths, opportunities, trends, and vulnerabilities.• Served as Project Manager for implementation of new contracts and existing contracts within my assigned portfolio.

Greater Denver Area

• Collaborated with corporate and enterprise customers executing account project strategies to develop long term sustainable relationships and implement overall business solutions. • Project team lead and subject matter expert supporting and developing strategic sales opportunities. • Work with customers to design customized solutions tailored to their project specifications, from desktop/notebook configurations, to implementation of server database farms (clustering, networking, and software application support). Application, product, and resource training for organization. • Accountable for achieving assigned quotas and contribution to the highest levels of customer satisfaction through use of extensive channel, retail, and Internet sources to fill all levels of end-user product and support needs. • Customer forecasting for extended product and service quota goals analysis. HP/Compaq Project Experience • IT project deployment of a $21 million/2-year roll-out of a worldwide on-line interactive game • Initiated configurations of over 5000 industry standard servers and 17 network storage solutions for deployment in 7 datacenters in 4 countries • Negotiated upgrade solution which brought in 1.4 million dollars in incremental revenue• IT emergency deployment of 4,000 laptops to the Middle East • Instrumental in the deployment of 4000 laptops overseas within a time frame of 2 weeks• Negotiated shipping cost, saving the customer 100k in handling charges • Worked with US Customs on shipping regulations and restrictions

Omaha, Nebraska Area

911 CENTER: Equipped with state of the art technology the 911 center dispatches fire, rescue and law enforcement for 17 villages and cities throughout Cass County and is supervised and staffed by civilian personnel.CIVIL PROCESS: Consisting of both civilian and Sworn personnel conduct paper service for both civil and criminal proceedings.ROAD PATROL: Supervised by Sergeants and assisted by the K-9 unit the road patrol, which is made up of sworn personnel, provides law enforcement for all of Cass County, to include the cities, villages, state parks and both rural and lake areas.CORRECTIONAL FACILITY: This unit is comprised of both civilian and sworn personnel who facilitate the 110 bed jail. Supervised by a Lieutenant, Sergeant and corporals, the staff also provides for prisoner transports and courtroom security.CRIME PREVENTION: Allows for a sworn deputy to work with the school system to provide programs such as D.A.R.E, G.R.E.A.T, and “Just Say No”. This unit also assists with public awareness such as Crime Stoppers and Neighborhood Watches throughout Cass County.BEAVER LAKE: The Cass County Sheriff’s Office also supports two sworn Deputies which are funded by the Beaver lake Association.