Eric Danowski Email & Phone Number

Warwick, Ri, Us

Warwick, Rhode Island

- Work directly with CIO/CTO and other executive level staff to develop integration solutions between multiple data sources and platforms to achieve a single “digital platform” using Salesforce FSC as the central hub- Work with various user groups to facilitate data/reporting/automation needs including Sales, Fulfillment, Compliance, Servicing, Collections, and Executive level users- Create and maintain a variety of reports, tools, and automation (jobs, scripts, tasks) across a number of data sources and servers, utilizing a combination of Cognos, SQL, Excel (VBA), BAT/VBS.- Administrator of IBM Cognos instance, Framework Manager, and Data Processor. Primary POC for data needs/issues/enhancements.- Administrator of multiple Salesforce iterations, including Sales Cloud, and Financial Services Cloud. Primary POC for integration, ETL, and data needs. - Administrator of functional databases, historical databases, and the month-end warehousing process.- Train and assist users in a variety of tasks including Excel, SQL, Cognos, and SalesForce.com- Support IT Team whenever possible with additional projects, testing, migration, upgrades, etc

Manage several data sources that revolve around core Contact Center functions.Pull and manipulate a wide variety of data in scheduled and adhoc reports.Create and anage reports, and provide annecdotal results to site management. As necessary, include report data and analysis in a powerpoint deck for site management.Work with other departments to create tracking and impliment reporting capabilities.Automate and optimize existing reporting whenever possible.Manage multi-site Business Resumption Plans and plan tests to ensure compliance.Assist with any transformations or projects as required.Coordinate technology requests and projects for the Contact Center.

Provide operational support for a wide range of departments within a Call Center environment, including Sales, Business Banking, and Fulfillment.Create, maintain, organize, review, audit, analyze, and re-evaluate various reports, procedures, department communications, intranet sites, agent schedules, and network folders and mailboxes on a regular basis.Serve as department ambassador for various internal and external business units, including Project Management, Small Business Financing, and Consumer Finance Division.Facilitate any technology requests, and Sales New Hire training.Provide periodic real-time call volume analysis and alerts to management, and provide floor management coverage as part of a Saturday rotation.Complete any requested ad hoc report, tracking, project, or deck requested by site management.

Assist new customers with transitioning recurring payments and deposits to their new account.Maintain a consistent database of 100-200 customers.Contact various employers and billers to negotiate terms to establish or reroute any necessary automated payments or debits on behalf of the customer.Provide the highest level of customer service on all calls and transactions.Participate in focus groups and provide constant feedback on procedures and systems.

Manager on duty when Team Leader was not present.Assist in managing the shop binder, consisting of sales data, work orders, and action items for the month.Review previous day's work orders for accuracy and to identify coaching opportunities.Mentor new hires during in-store transition and provide one-on-one training and coaching.