Daniel Rhymer Email & Phone Number

Bristol, Tn, Us

Medford, Massachusetts

Manage internal teams as well as onshore, nearshore and offshore vendor operations teams that include inbound/outbound phone, case management and chat. Leveraging data to make informed decisions to develop and implement new processes to boost efficiency and cost-effectiveness.Key Accomplishments:o Leveraged SQL expertise to build a comprehensive reporting dashboard. This data visualization tool directly influenced a reduction in aged case volume (from >5% to <0.30%).o Established a Tier 2 support team powered by technology solutions. This initiative reduced outlier events by over 30%, leading to significant cost savings for clients.o Automated compliance reporting using data tools such as Sigma. This improved visibility into non-contracted rate payments, resulting in a direct cost reduction in our of network costs of over 5%.o Spearheaded the successful implementation of a new enterprise system for 1500+ front line associates and leadership. Collaborated cross-functionally to develop and test process flows, create training material and ensuring a smooth launch and system adoption.o Unified operational procedures across three geographically dispersed call centers.bThis standardization leveraged technology to provide a consistent customer/client experience.o Recognized as top data-driven change driver in Operations (2023). Developed detailed Sigma reports using advanced analytics, which significantly improved departmental performance insights.

Blountville, Tennessee

Oversaw both inbound/outbound call and case worker agents, utilizing performance management skills to lead a successful team of 20+ associate. Ensuring adherence to policies and compliance, fostering a high-performing and efficient work environment.Key accomplishments:o Led a team of caseworkers servicing 100% of volume for five insurance clients. Utilized forecasting techniques to strategically balance caseloads and optimize team efficiency.o Rescued 5 at-risk client SLAs through process improvement and targeted training. This initiative transformed these clients from detractors to promoters within 3 months, demonstrably improving client satisfaction.o Spearheaded a high-performing pilot team that secured a new client contract through exceptional team performance. This success story solidified our service capabilities and directly contributed to revenue growth.o Established a direct communication channel between Operations and clients, streamlining escalation processes. Reduced escalation response time from 48 to 2 business hours, leading to improved client satisfaction and a contract renewal.o Managed a team of Tier 1 escalation agents, implementing operational changes that enhanced Service Level, efficiency, and cost-effectiveness for the department. This data-driven approach optimized resource allocation and improved departmental performance.o Successfully launched a critical "break-glass" pilot team during a surge in volume. Designed efficient processes, created a comprehensive training curriculum, and provided ongoing leadership support to ensure a smooth and successful launch.

Blountville, Tennessee

Supported new hire support during the first 90 days of associates tenure, serving as a subject matter experts and mentoring associates to drive strong performance and ensure a smooth transition to production teams.Key accomplishments:o Coached new hires to achieve top performance: More than 25% of the new hires I supported achieved placement within the top 20% of performers during first 90 days.o Implemented effective coaching strategies, including utilizing SMART method coaching practices resulting in accelerated performance among new hires.o Received recognition for outstanding coaching contributions: Associate of the Month for excellence in new hire skills development and was accepted into the company's supervisor mentorship program.

Blountville, Tennessee

Handled inbound calls from service providers, customers, and clients, assisting with dispatching roadside assistance services and focusing on providing excellent customer service in an efficient and effective manner.Key Accomplishments:o Consistently ranked among top performers: Achieved top 20% overall scorecard performance month over month from training graduation to promotion.o Recognized for exceptional service: Received the Superhero Club award for top performance in the site during Q3 and Q4 of 2016 for both top customer survey rating and top overall scorecard rating.

Johnson City, Tennessee

Provided technical support to healthcare professionals, addressing IT issues and ensuring smooth operation of healthcare systems. Troubleshot and resolved hardware and software problems, managed user accounts, and supported electronic health record (EHR) systems to maintain efficient and secure patient care.

Blountville, Tennessee

Handled retention calls, billing inquiries, and sales for customers. Provided exceptional customer service to address concerns and resolve issues, while actively promoting and selling additional products and services to enhance customer satisfaction and drive revenue growth.

Bristol, Tennessee

Assisted customers with product selection, answered inquiries, and provided exceptional service to enhance the shopping experience. Maintained inventory, organized merchandise displays, and ensured a clean and welcoming store environment. Supported sales initiatives and contributed to achieving store sales targets.

Bachelor Of Science - Bs, Cybersecurity And Information Assurance

Activities and Societies: Cybersecurity Club

Associate Of Applied Science - Aas, Computer Information Technology: Cyber Defense, 3.9

Activities and Societies: Summa Cum Laude, SecOps Club