Wrote all marketing copy and directed email campaigns for a niche author and educator in the personal development space, growing business significantly and increasing customer engagement and investment in the brand.

Engage b2b SaaS customers on chat platforms, uncover problems and pain points, and book calls to discuss how Dan can help their businesses.

The customer service department needed help…When I started, we were dealing with:- high ticket volume (lots of problems, usually the same problem over and over)- too many calls vs emails (long wait time)- no communication between customer service and marketing- poorly written email templates that upset customers, encouraged refunds, and caused more problemsNot pretty...The conventional approach to customer service is broken. I knew I needed to change… Show more The customer service department needed help…When I started, we were dealing with:- high ticket volume (lots of problems, usually the same problem over and over)- too many calls vs emails (long wait time)- no communication between customer service and marketing- poorly written email templates that upset customers, encouraged refunds, and caused more problemsNot pretty...The conventional approach to customer service is broken. I knew I needed to change everything. Through trial and error, I developed an 80/20 based approach to customer service. And it worked.Some accomplishments:- Reduced management time from several hours a day to less than 1 hour per week- Kept up with growth ($20+ Million revenue, thousands of daily tickets) with a team of only 3 agents- 100% employee retention over my tenure- Dramatically reduced refund rate and increased customer retention (renewals)- Won over $130,000 worth of chargebacks, more than covering ALL costs of the customer service department, including my own salary- Created winback and early renewal campaigns. Retained customers, brought in more revenue- Brought customer service in as part of marketing (everyone knew what everyone else was doing)- Rewrote email templates with marketing/influence techniques- Participated in sales and marketing process to prevent issues and questions before they happened (drastically reducing ticket volume)- Shifted most requests to email instead of phone, allowing for better and more efficient responses- Empowered agents to make decisions without asking permission. Better for customers, less intrusive for management (me)- Resisted the inevitable creep of unnecessary complexityI developed and tested an entirely new, very unconventional approach to customer service. I got much greater results with much less work, expenses, stress, and complexity. A great experience, and something I'm now helping other companies replicate. Show less

Support high-stakes home ownership decisions by quickly and accurately calculating customer financial information.Consistently ranked at the top of monthly performance rankings after quickly mastering the requirements of this position.

Edited and rewrote letters to customers, regulatory agencies, and high-ranking elected officials for Bank of America’s Office of the CEO and President.Ranked at the top for quality every month due to my strong attention to detail and personal demand for high quality. Coached associates on how to write concise business letters and create the best possible response for customers.

Assisted mutual fund customers during the difficulties of the economic downturn in 2008 and continuing into the economic recovery. Provided professional, helpful service to customers who were experiencing financial difficulties. Consistently ranked among the top performers because of my empathy and understanding of the customers’ experiences and goals. Kept conversations focused on resolutions while empathizing with the customers’ difficult situations.

Please see description under Retirement Specialist.

Developed tracking system for investment re-registration project to prevent duplication of effort.Completed project ahead of schedule as a result of this system and due to my focused attention and hard work.

Please see description under Retirement Specialist.

I worked independently from home doing web-based research on environmental and economic sustainability projects and entering this information into a database for future publication.

Locate and requested library books, send excerpts via mail, fax, and email to other universities and institutions.

Solved computer and networking problems for university support staff.