Joe Dansby Email & Phone Number

Blaine, Minnesota, United States

Minneapolis, Minnesota, United States

The Federal Reserve, as the United States central banking system, is responsible for maintaining an effective, reliable payment system, supervising and regulating bank operations, establishing monetary policy, promoting financial system stability and fostering payment and settlements safely and efficiency.Oversight and direct management of multiple Federal Reserve Financial Services teams in both the Minneapolis and Kansas City Federal Reserve Banks. Tasked with planning, directing, and implementing strategic goals and project objectives in support of operational excellence and strategic initiatives for our largest financial and systematically significant National Account customers and Financial Technology Service Providers.ACCOMPLISHMENTS:• Led inception, creation, implementation, and customer operations’ ongoing use of a Customer Testing Demand & Capacity Forecasting analytics dashboard enabling the organization to meet FRB initiatives, year-round customer connectivity testing requirements, and new FedNow service customer testing demand.

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.Senior information technology manager responsible for leading a talented team of 16 full-time and contract Help Desk Analysts, Senior Analysts, Workforce Management Analyst and network Operations Analysts, supporting more than 1000 client, web-based and mainframe applications for 17,000 internal and external customers nationally and internationally 24x7x365 days/week.ACCOMPLISHMENTS:• Led Mortgage Site call reduction initiative that reduced customers’ down-time, improved their self-help capabilities and awareness, and led to a 6% reduction in calls to the help desk by promoting self-service channels via direct customer communication.• Project lead for Tier 1 technical support sourcing initiative that reduced annual expenses by $500,000 and improved achievement of service levels goals by 15%.

Woodbury, Minnesota, United States

The Globe Education Network supports education and administration at member career colleges, including Globe University, Minnesota School of Business, Broadview University, Institute of Production and Recording, Minnesota School of Cosmetology, Benchmark Learning and the Duluth Business University. The Network provides operational support for administrators of member colleges and universities, and provides academic support and manages a wealth of shared resources for the benefit of students.With a focus on ITIL service management, charged with developing, leading, and inspiring a team of professional Technical Analysts to ensure all phases of service desk support, including staff training, and hardware configuration and management for 30 campuses and 3 online divisions are coordinated, monitored, logged, tracked, and resolved appropriately. Credited for reducing operating expenditures by identifying, developing and implementing an Applied Learning Program for IT students providing an internship opportunity in GEN’s IT Service Desk department.ACCOMPLISHMENTS:• Reduced first-call resolution 15% by analyzing service desk performance, identifying process improvement opportunities and training gaps, and driving changes that increased departmental efficiency; improving quality of service to students, faculty and staff.• Design and lead implementation of enhanced Service Manager reporting, utilizing key performance Indicators such as incident and request contact volume, problem categories, and campus locations.• Led the development, implementation, and administration of the Service Desk new hire and training programs and operational policies and procedures.

Eagan, Minnesota, United States

Thomson Reuters is the world’s leading provider of news and information-based tools to professionals. Our worldwide network of journalists and specialist editors keep customers up to speed on global developments, with a particular focus on legal, regulatory and tax changes.ACCOMPLISHMENTS:• Acknowledged for leveraging drastic improvement in FindLaw service delivery standards by enhancing fulfillment accuracy rate to 15% while significantly reducing cycle time and backlog incident rates 50%. Recognized for leading a total of 21 competent personnel on all efforts in attaining the highest overall satisfaction standards in customer service and operations.• Department’s technical project leader and sponsor for implementation of new customer interaction management software that reduced customer response and resolution time by 20%.

Eagan, Mn

Lead consultant for Customer Experience operations; assumed responsibility in planning acquisition of essential software resources, migration of software operations, and consultation of hardware and software solutions including customer interaction workflow. Project Leader responsible for implementing numerous industry-leading software applications, such as nGenera customer interaction management program and Verint Impact 360 standard monitoring tools for Customer Operations segments.