Daniel Dulay Email & Phone Number

Remote

• Hand-selected team lead for Customer Success with a passion for customer experience. Responsible for customer relationship management and internal systems management.
• Increased ticket resolution rates by 10% and promoted customer first through achieving an average case response of 38 minutes.
• Eliminated Zendesk and initiated automations/triggers for 900+ tickets essential to continuing operations on Front’s platform.
• Identified 5 common issues by introducing info capturing methods via Google Workspace rules, picklists, and data visuals.
• Converted 820 detail records into tabular and matrix formats using formula fields, increasing readability and accuracy by 50%
• Scrubbed and imported weekly 1500+ records improving CRM functionality and history tracking between Salesforce and Front.

Tinker Air Force Base, Oklahoma, United States

• Oversaw 2 departments broken further into 4 sections managing all aspects of crisis and deliberate planning actions. First-level supervisor with 2 direct reports.
• Recognized by partner C-level for flawlessly processing 66 personnel and 59 tons of cargo key to meeting 100% mission standards.
• Coordinated operations between 3 agencies and effortlessly airlifted 4 aircraft and 53 personnel garnering partner C-level praise.
• Distinguished as an outstanding audit performer through digital conversion of 500 hard records and rectifying 5-year discrepancy.
• By name request to sustain and improve processes utilizing agile methodologies and recommended 6 critical improvement areas.
• Wrote organization-wide guidance annually and revised verbiage to shorten length, retain elasticity, and reduce interpretation.

Kunsan Air Base, North Jeolla, Republic Of Korea

• Sole facilitator for equipment, facility, and vehicle related inquiries and usage requests related to Republic of Korea and allies’ defense. First-level supervisor with 1 direct report.
• Educated 27 experts in interservice and international agreements resulting in a pivotal $3M recouped for operation sustainment.
• Secured funds for two 4K square feet domes essential to extending Pacific Air Force’s 2nd largest material account’s shelf life.

Davis-Monthan Air Force Base, Arizona, United States

• Primary point of contact for all movement elements regarding inbound/outbound base activity. First-level supervisor with 1 direct report and 4 indirects.
• Spearheaded transportation compliance program satisfying multinational policies resulting in <5% errors and 10K packages sent.
• Lauded by major divisions for sustaining 100% reporting rate 5 years straight for personnel training crushing industry goal by 5%.