Daniel Pacheco Email & Phone Number

Franklin Lakes, New Jersey, Us

As a Strategic Account Manager at BD, I managed a portfolio of 14 key accounts, including prestigious institutions such as Houston Methodist and Atlantic Health. My role was centered around driving customer success, enhancing the customer experience, and optimizing sales performance through diligent monitoring and analysis of metrics.•Account Management: Oversaw strategic relationships with 14 major accounts, ensuring high levels of customer satisfaction and successful business outcomes. Proactively identified and addressed potential issues to safeguard earned business and maximize account growth.•Documentation and Process Improvement: Developed sales support resources and continuously updated documents, including quick reference guides, customer value scorecards, and agreement heatmaps, to support operations.•Escalation Management: Effectively managed customer escalations during supply chain disruptions by implementing communication strategies and transparency measures. Led weekly meetings to resolve issues promptly and maintain client trust.•Leadership and Advocacy: Nominated as global co-lead of OPEN ARG for dedication to promoting acceptance and equality within the organization. Contributed to the advancement of OPEN’s mission through active participation and project leadership.•Performance Monitoring: Regularly reviewed sales metrics to detect and address potential leakage or errors, ensuring accurate and effective account management.

Franklin Lakes, New Jersey, Us

In my role as Senior Manager of Postmarket Quality Operations, I supervised a team responsible for the end-to-end management of product complaints, including Medical Device Reports (MDRs) and Mandatory Problem Reporting (MPR) for North America. I ensured that all processes adhered to 21 CFR 820, ISO 13485, and other regulatory standards, while maintaining KPIs and metrics, such as turnaround time and timely closure of complaints. I acted as a management representative during audits and regulatory communications, ensuring compliance with all applicable regulations. I also played a key role in developing and implementing process improvements within the Adverse Event and Regional Complaint Center teams, which led to increased efficiency and effectiveness.Additionally, I provided leadership and mentorship to my team, fostering a culture of continuous improvement and alignment with the company’s mission and vision. My work involved collaboration across multiple departments to improve product quality and customer satisfaction based on feedback, and I regularly reported on complaint trends to senior management.•Led the end-to-end complaint handling process for a global portfolio of medical devices, ensuring timely and compliant resolution of all product complaints in accordance with FDA, ISO 13485, and other regulatory requirements.•Implemented a continuous improvement program within the complaint handling process, leveraging Lean methodologies to reduce non-value-added activities and increase efficiencies.•Collaborated with R&D and Quality Engineering teams to analyze complaint data, identify root causes, and drive corrective and preventive actions (CAPA) that reduced recurring issues•Coordinated with cross-functional teams to execute product recalls, ensuring a swift and compliant resolution to protect patient safety and minimize regulatory impact.

Franklin Lakes, New Jersey, Us

Promoted to lead a team of five in managing customer quality relations, focusing on delivering exceptional customer experiences and timely resolutions to product quality concerns. Trained team members, conducted monthly performance reviews, and ensured all customer escalations were addressed within 24 hours.Implemented strategies to exceed customer commitments and facilitated corporate quality meetings to address recurring issues. Developed time-based solutions for key accounts and served as the main point of contact for quality concerns with prestigious clients such as Advocate Health Care, Stanford, and Mayo Clinic.Successfully led a Continuous Improvement project that was selected as a finalist from over 80 entries, enhancing the customer experience by improving product detail access and reducing customer transfers.Active volunteer with BD’s Associate Resource Groups (ARG), promoting diversity and inclusion through fundraising drives, town halls, and community events.•Managed Product Quality Issues: Acted as the primary contact for resolving product quality concerns, coordinating with cross-functional teams to address and rectify issues efficiently.•Developed and Implemented Solutions: Created and executed strategies to address recurring quality problems, leading to improved product performance and customer satisfaction.•Analyzed Customer Feedback: Utilized customer feedback and data analytics to identify trends and implement corrective actions, enhancing overall product quality and service delivery.•Oversaw Compliance and Quality Assurance: Ensured adherence to regulatory standards and internal quality policies, maintaining high levels of compliance and product integrity.•Cultivated Client Relationships: Built and maintained strong relationships with key clients, providing exceptional support and fostering long-term partnerships.

Franklin Lakes, New Jersey, Us

Streamlined complaint processing and escalations to ensure timely and effective resolutions across various business units. Leveraged customer-specific complaint data to proactively identify and address quality issues, driving improvements in customer satisfaction.Collaborated closely with cross-functional teams, including manufacturing, supply chain, sales, and marketing, to implement and enhance quality and customer experience initiatives. Spearheaded the development and execution of strategic improvement plans that addressed recurring quality concerns and elevated overall service standards.Organized and led customer and internal meetings, meticulously documenting all issues and facilitating clear communication channels. Acted as a liaison between customers and senior leadership, providing critical updates and ensuring alignment on key concerns and resolutions.Demonstrated strong problem-solving skills and a proactive approach to quality management, contributing to a culture of continuous improvement and excellence in customer relations.•Senior Leadership Liaison: Provided regular updates to senior leadership on customer concerns and quality issues, ensuring they were informed and engaged in the resolution process.•Cross-Functional Collaboration: Worked closely with teams across manufacturing, supply chain, sales, and marketing to drive quality improvements and refine customer experience strategies.•Proactive Problem-Solving: Identified and addressed potential quality issues before they escalated, contributing to a proactive approach to quality management and customer service.•Documentation and Reporting: Maintained comprehensive documentation of customer issues and resolutions, creating detailed reports to support continuous improvement efforts.•Customer Experience Enhancement: Implemented feedback-driven improvements that significantly enhanced customer experience and satisfaction, demonstrating a commitment to excellence in quality management.

Watford, Hertfordshire, Gb

Recognized as a top performer within the complaints organization for excellence in managing complaint intake, regulatory reporting reviews, and medical device report submissions to the FDA and other regulatory agencies.Chosen to participate in a pilot program aimed at refining the complaints process, collaborating closely with management and stakeholders to ensure adherence to new procedures and thorough data tracking.Monitored and analyzed key quality indicators, using insights to inform strategic improvements and enhance overall process efficiency.Supported management by effectively distributing intake workload and ensuring timely task completion, while maintaining open communication with the management team and complaints organization to provide comprehensive support and review of pending work.•Pilot Program Leadership: Nominated and successfully participated in a pilot program that reduced complaint processing workload by 22%, demonstrating effective process optimization and leadership in driving operational efficiencies.•Strategic Quality Indicator Analysis: Tracked, trended, and analyzed key quality indicators to provide actionable insights and drive strategic improvements, contributing to enhanced regulatory compliance and customer satisfaction.•Efficient Workload Management: Assisted management in distributing intake workloads, ensuring timely completion of tasks and maintaining smooth operations within the complaints organization.•Regulatory Expertise: Leveraged deep knowledge of regulatory requirements to ensure accurate and timely submissions of medical device reports, maintaining compliance and mitigating regulatory risks.•Data-Driven Decision Making: Utilized data and performance metrics to guide process improvements and optimize complaint resolution procedures, enhancing overall efficiency and effectiveness.

Watford, Hertfordshire, Gb

Acted as the primary liaison for addressing customer concerns related to product issues, patient requests, and complaints, ensuring effective communication between internal teams, external customers, healthcare practices, and sales organizations.Managed the entire lifecycle of complaint handling, from initial receipt through resolution, taking ownership of complaints and driving activities to achieve final closure.Utilized advanced knowledge of domestic (U.S. FDA) and international (EU, China, Japan, etc.) medical device regulations and GMP standards, including 21 CFR 820 and ISO 13485, to ensure comprehensive regulatory compliance and product quality.Demonstrated expertise in developing and submitting regulatory submissions, with a thorough understanding of FDA regulations and guidelines, contributing to successful regulatory approvals and maintaining high standards of product safety and efficacy.•Customer Liaison: Served as the primary point of contact for customers regarding product issues, patient requests, and complaints, ensuring timely and effective resolution of concerns.•Complaint Management: Oversaw the complete process of handling complaints, including initial intake, investigation, and resolution, while maintaining meticulous documentation throughout.•Regulatory Expertise: Applied in-depth knowledge of both domestic (U.S. FDA) and international (EU, China, Japan) medical device regulations and GMP standards to ensure compliance with 21 CFR 820 and ISO 13485.•Regulatory Submissions: Developed and submitted comprehensive regulatory submissions, leveraging a thorough understanding of FDA regulations and guidelines to support product approvals and market access.•Detailed Reporting: Created and reviewed detailed reports addressing product quality concerns, ensuring accurate and thorough documentation for internal and regulatory review.

Cupertino, California, Us

Served as the final escalation point for complex technical issues, delivering advanced support to Apple Retail Stores, Senior Technical Advisors, and various departments requiring expert assistance with iCloud services.Provided swift and effective resolutions for a wide range of iCloud features, including iCloud Backup, iCloud Photo Library, Notes, and Bookmarks, ensuring seamless user experiences across multiple platforms.Leveraged deep technical knowledge to troubleshoot and resolve intricate problems independently, while also offering detailed written guidance to address complex issues and enhance user understanding.Proactively identified and escalated emerging technical issues to management, contributing to timely interventions and continuous improvement of iCloud services.Demonstrated exceptional problem-solving skills and technical acumen, playing a crucial role in maintaining high standards of support and ensuring customer satisfaction.•Independent Problem Solving: Worked autonomously to troubleshoot and resolve intricate technical issues, demonstrating strong analytical skills and technical expertise.•Written Guidance: Provided detailed written instructions and guidance for resolving complex technical issues, enhancing user understanding and support effectiveness.•Issue Identification and Reporting: Identified emerging technical issues and communicated them to management, facilitating timely responses and continuous service improvement.•Customer Experience Enhancement: Ensured a seamless user experience by addressing technical problems swiftly and effectively, contributing to overall customer satisfaction.•Technical Documentation: Maintained comprehensive documentation of technical issues and resolutions, supporting knowledge sharing and improving future support processes.•Proactive Improvement: Contributed to the enhancement of iCloud services by identifying trends and suggesting improvements based on technical support experiences.

Cupertino, California, Us

Promoted to Senior Technical Advisor in recognition of exceptional performance, bringing advanced technical expertise and a proactive approach to support Apple customers. Expertly managed complex technical issues, providing senior-level support and creating innovative solutions for a wide range of queries and problems.Demonstrated deep knowledge of iOS, Mac OS X, Apple software, and computing technology, including hardware components, data storage, and external connectivity. Leveraged this expertise to guide customers through simple to intricate issues, adapting communication strategies to match their technical proficiency and ensure effective problem resolution.Consistently improved support processes by identifying and addressing recurring issues, reviewing technical articles, and recommending enhancements to internal procedures. Multitasked seamlessly across multiple systems while maintaining clear, accurate, and empathetic communication with customers.Emphasized positive interactions and upheld the Apple brand by fostering strong relationships with team members, customers, and other partners. Ensured that all support interactions reflected Apple’s commitment to excellence and customer satisfaction.•Complex Issue Resolution: Expertly resolved high-level technical issues, creating and implementing solutions for complex customer problems across iOS, macOS, and other Apple platforms.•Team Collaboration: Worked collaboratively with team members and other departments to resolve complex issues and share insights, contributing to a cohesive and effective support environment.•System and Hardware Knowledge: Applied extensive knowledge of Apple hardware and software, including data storage and peripheral devices, to troubleshoot and resolve diverse technical challenges.•Brand Representation: Upheld Apple’s reputation for excellence by delivering exceptional customer service and maintaining a professional, brand-aligned approach in all interactions.

Cupertino, California, Us

Selected for a rotational role within Apple’s Customer Relations department, a dynamic team dedicated to managing customer recovery, damage control, and retention. Excelled in mending relationships with customers who faced challenging experiences, demonstrating a high level of commitment to maintaining customer satisfaction and loyalty.Specialized in resolving complex customer service issues with creative problem-solving skills and a strategic approach. Provided effective communication and support under tight deadlines, balancing company policies with individual customer needs to achieve optimal outcomes.Utilized outstanding interpersonal and communication skills, both verbal and written, to address customer concerns and communicate official company positions on intricate issues. Identified and escalated emerging product or service dissatisfaction, proposing innovative solutions and operational improvements to enhance overall customer experience.Applied sound judgment and dedication to consistently improve customer satisfaction, driving initiatives that fostered positive relationships and contributed to the long-term success of Apple’s customer relations strategy.•Complex Issue Resolution: Resolved complex and high-impact customer service issues with a resolution rate of 93%, demonstrating advanced problem-solving skills and creative solutions.•Customer Recovery Expertise: Successfully managed and resolved high-stakes customer issues, achieving a 16% improvement in customer satisfaction scores by implementing effective damage control and relationship restoration strategies.•Judgment and Balance: Applied sound judgment in balancing company policies with customer needs, leading to a increase in overall customer satisfaction and positive outcomes in challenging situations.•Creative Problem Solving: Developed and executed creative solutions for unique customer problems, resulting in a increase in successful resolutions and enhanced customer experiences.

Cupertino, California, Us

Austin, Tx, Us

Successfully managed a high-impact affiliate program comprising over 8,800 accounts, driving substantial revenue growth through strategic engagement with underperforming affiliates. Collaborated with affiliates to develop and implement tailored strategies, including new creatives and enhanced landing pages, resulting in significant increases in conversions and sales.Led a comprehensive overhaul of the affiliate site, delivering a new platform that improved user experience, introduced innovative features, and streamlined affiliate management. Coordinated with graphic designers, developers, and external contractors to meet project deadlines and ensure the successful implementation of a user-friendly interface.Facilitated a seamless experience for affiliates, enabling them to efficiently access performance tools, review statistics, and apply successful conversion techniques. These enhancements led to a substantial boost in affiliate-driven revenues and overall organizational growth.Demonstrated expertise in data research, project management, media planning, budgeting, and financial reporting. Leveraged advanced media buying strategies and data analysis to optimize advertising efforts and increase engagement across social networking sites.Proudly led the redesign and implementation of an enhanced affiliate portal, which was recognized as a key achievement in optimizing affiliate performance and driving higher sales.•Revenue Growth: Collaborated with underperforming affiliates to develop and execute personalized strategies, resulting in measurable revenue increases and enhanced performance.•Site Overhaul Leadership: Led the successful redesign of the affiliate site, introducing innovative features and improvements that enhanced user experience and streamlined affiliate management.•Increased Engagement: Developed and executed strategies to enhance engagement on social networking sites, contributing to higher levels of affiliate-driven traffic and sales.

Austin, Tx, Us

Rapidly promoted to Customer Service Manager within two months of starting as a representative, showcasing exceptional leadership and management skills. Spearheaded the recruitment, training, and supervision of a team of 12+ customer service representatives, cultivating a high-performance environment that consistently delivered outstanding service and employee motivation.Implemented Zendesk CRM to revolutionize the call center’s operational standards, ensuring comprehensive capture of all customer interactions, including voice, IM, and email. This transition enhanced transparency and facilitated more effective communication with upper management regarding departmental successes.Conducted detailed reviews of customer interactions, with a focus on addressing and improving poorly rated exchanges. Provided targeted coaching to representatives, resulting in significant improvements in performance metrics, customer satisfaction, and response times.Played a pivotal role in increasing departmental efficiency by leveraging CRM data to drive strategic decisions and highlight the customer service department’s achievements. Fostered a culture of continuous improvement and excellence, contributing to higher service quality and enhanced operational effectiveness.•Performance Improvement: Conducted in-depth reviews of customer interactions, leading to a 32% improvement in customer satisfaction scores and a 19% reduction in average response time.•Coaching and Development: Provided targeted coaching and feedback to representatives, which improved performance metrics, reduced poor interaction ratings by 15%, and elevated overall service quality.•Operational Excellence: Established and maintained high standards for customer service, contributing to a 17% increase in positive customer feedback and a 24% boost in first-call resolution rates.

Supported Senator Jeff Bingaman by managing complex communication and coordination tasks across multiple offices. Acted as a key liaison between constituents, field offices, and the Washington, D.C. office, ensuring seamless information flow and prompt resolution of inquiries.•Constituent Relations: Efficiently handled correspondence with constituents, responded to phone calls and emails, and conducted surveys to gauge public opinion and concerns, ensuring the Senator remained informed about local issues.•Data Management: Compiled and analyzed statistics, provided comprehensive weekly summaries to the Washington, D.C. office, and synchronized efforts with field offices across New Mexico to streamline information sharing.•Media Monitoring: Reviewed and summarized news media and articles, highlighting pressing issues affecting New Mexico, and provided relevant information to the Senator and Washington, D.C. staff for informed decision-making.•Organizational Excellence: Revamped the organization of data at the Roswell office, enhancing transparency and accessibility of historical information, which improved overall office efficiency and data retrieval processes.•Administrative Support: Utilized strong organizational skills to prepare business correspondence, perform general office support tasks, and manage multifaceted responsibilities, contributing to the smooth operation of the Senator’s office.•Process Improvement: Implemented improved systems for data organization and communication, facilitating better coordination and quicker responses to constituent needs.

Master Of Science - Ms, Project Management

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

High School Diploma, High School/Secondary Diplomas And Certificates