Patrick Danna Email and Phone Number

Evaluate customer interactions and objectively assess customer service performance displayed by client customer contact call center representatives. Utilize partnership guidelines specifically designed for each client to analyze specific behaviors, develop business process improvements and best practices.• Consistently scored in the 95%-98% scoring accuracy range when conducting call center agent monitoring. • Participated in multiple special projects assigned by program leadership to provide analysis and feedback to the call center program client to improve business processes and best practices.• Developed user-friendly call type detail guideline document to assist assessors in identifying and correctly match type of call with the customer issue when entering call assessment information into the program scoring report system.

Performed administrative support, data entry and research/analysis tasks for the Museum's Volunteer Office, Research Initiative, and Strategy departments.

Assisted with family-owned restaurant business and tending to healthcare needs of aging parent in California. Splitting residence between Illinois and California while seeking job opportunities in the Chicago area.• Successfully performed tasks associated with the day-to-day restaurant operations • Provided outstanding customer service

Contract assignment that managed the research, development and successful implementation of an analytical reporting tools project for TransUnion’s Health Care Information Technology (HCIT) Operations Team. •Raw data extrapolated from the HCIT service request ticket customer database through the development of queries in MS Access and SQL. •Data synthesized and formatted into an analytical reporting process to measure HCIT team customer service response time and issue resolve performance.

Lead staff and project manager to the Judicial Council of California Court Executives Advisory Committee (CEAC) and its subject matter expertise working groups that are responsible for drafting and recommending statewide court administration policies & procedures.•Prepared policy action analysis reports for Judicial Council members and executive administrative staff. •Effectively managed the process for the CEAC Ethics Working Group that drafted and successfully implemented a mandated statewide branch policy initiative addressing the modernization of the code of ethics for all court employees of California. •Functioned as project manager and lead researcher that oversaw CEAC’s successful development and timely completion of the first ever statewide trial court records management manual as per mandated by state legislation. Project completed spending $5K in public funds.

Project manager for the development, implementation, and analytical reporting of Judicial Council of California sponsored statewide collaborative justice court grant programs.•Effectively managed multiple multi-million dollar statewide court grant programs and successfully met agency goal of 96% - 98% spend out on grant funding, a critical factor when reporting to state legislative and federal agency funding sources.•Instrumental in securing $5 million in federal grant funding for youth and adult focused DUI prevention and treatment court programs and successfully launched and managed a $3 million statewide youth court DUI prevention grant education program.

Key staff to the Chairman/Chief Executive Officer and Director of Sales for a 20 property transient and extended stay hotel management company supporting operations and marketing departments.•Chairman’s “Torch of Leadership Award” recipient for above and beyond team member performance.

Effectively executed hardware department planning for 65 retail stores across U.S. and Canada and catalog division which generated over $200 million in annual sales. •Developed product assortment plans on continuing and new products and implemented sales forecasts utilizing querying systems and analysis processes. •Formed strong vendor relations to help facilitate favorable terms, pricing, and timely delivery.

Managed inventories and distribution processes for national/international retail catalog and wholesale divisions which generated over $100 million in annual sales. •Consistently met or exceeded company minimum goal of 90% in-stock fill rate by forecasting and monitoring sales utilizing querying systems and analysis processes.•West Marine “Make it Happen” Award recipient for above and beyond team member performance.

Managed inventories to maximize sales, inventory and turns for 40 west coast region retail stores which generated over $100 million in annual sales.•Consistently met or exceeded company minimum goal of 97% in-stock store fill rate by forecasting and monitoring sales utilizing querying systems and analysis processes.•Increased west coast region sailboat hardware department sales by 20% after conducting store site visits and reporting analysis of targeted under-performing department products.