Max Dansky Email & Phone Number

Fort Walton Beach, Florida, United States

Destin/Fort Walton Beach, Florida Area

Successfully leading a large team of tier 2 technical support advisors, ensuring team members are developed and supported to ensure customers receive the absolute best experience and highest level of service on every interaction. Prioritizing coaching and quality monitoring while delivering actionable feedback, training, and achieving measurable results.

Fort Walton Beach, Fl

Successfully provide world-class industry leading advanced level customer and internal employee support for all Apple products/services via phone/chat/email. Senior level responsibilities include taking ownership of customer escalations, providing technical expertise, guidance, coaching, and training to tier one advisors and employees from intersecting departments. Work closely with members of management to improve upon existing and develop new polices/procedures that improve the customer experience and overall customer satisfaction.

Pensacola, Florida Area

Provided leadership support to tier one customer care agents including resolving customer escalations via inbound call queue, email, and instant messaging. Provided tier 2/3 troubleshooting assistance and education to customers regarding installation, use of, and billing for all Cox residential products and equipment in order to deliver excellent customer service, and minimize order errors, service calls, IT tickets and repeat customer contacts. Successfully applied advanced skills to resolve the most complex issues and present value-added upselling opportunities to the customer.

Fort Walton Beach, Fl

Formulated and delivered coaching, feedback, and training recommendations to customer service representatives based on call quality-monitoring results. Reviewed work orders entered by customer service to reduce order errors, and unnecessary tech service calls resulting in a reduction in wasteful spending and increased profits. Successfully assumed a leadership role reinforcing both call center and retail lobby operations including cash handling, deposit preparation, and financial reporting. Compiled all data into a comprehensive database and generated complex analytical monthly, quarterly, and yearly reports to identify trends and areas of opportunity then partnered closely with management to improve develop policies/procedures to ensure departmental consistency and improve overall customer satisfaction. This position also encompassed all responsibilities listed in Customer Support Specialist below.

Baton Rouge, Louisiana Area

Developed, implemented, and directed policies/procedures for technical support and all customer service operations to ensure efficient and professional resolution of service and billing related inquiries. Increased customer satisfaction by responding to escalated customer concerns via phone, mail, email, and face-to-face in the retail lobby. Increased revenue and customer satisfaction by recommending value added upgrades and services when appropriate. Provided operational and management support at call center locations, analyzing call volume trends and escalation rates, making recommendations for forecasting future customer service needs including staffing and call capacity to ensure a timely resolution of customer service issues.

Baton Rouge, Louisiana Area

Managed advanced level customer calls concerning pertaining to video, telephone, Internet, and home networking services. Handled routine customer inquiries regarding service delivery, outages, or component level problems. Addressed customer needs and concerns, while educating and promoting Cox services to improve customer retention and satisfaction.

Successfully marketed extensive product, service and training solutions to commercial business and consumer customers, corporate, government and other business entities by phone, mail and electronic marketing and in person either at the store or at the customer's location.

Information Technology

Computer Science

Activities and Societies: Honor SocietyHonors Society