Richard Daniel Email & Phone Number

Tampa, FL, US

• Implement and maintain Microsoft Office
• Provide technical training for services provided

Tampa, Florida, United States

• Implement and manage phone services via Microsoft Teams and RingCentral
• Implement and maintain Microsoft Office
• Implement and maintain UniFi network
• Launch AWS EC2 servers
• Provide technical training for services provided
• Implement and maintain network and security at Florida facilities.

Orlando, Florida, United States

• Lead business intelligence department consisting of remote workers from US to Puerto Rico to create, deliver, and provide analysis on sales and service data
• Onboarded and manage Five9 cloud Inbound Outbound dialer, supervisor live dashboards, Clearview hosted dashboards, MMS text blasts, live chat, workforce management, quality management with live scoring, ad hoc.
• Implemented and maintained Velocify Ice Mortgage CRM, Five9 dialer, PowerBI and integrations between them, Snowflake, and Microsoft Dynamics SIS.
• Provide day to day administration of Velocify CRM including but not limited to user support, ongoing data review for effectiveness and efficiency, collaborate with marketing to provide dynamic, automated email and SMS.
• Develop and implement CRM strategies to increase lead engagement and retention for admission campaigns.
• Collaborate with executive leadership in the development of strategic plans, goals and objectives ensuring alignment with the vision of the Chancellor.

Tampa/St. Petersburg, Florida Area

• Transitioned Monarch Marketing contact center to Sextant Marketing including technology, HR, management, training and compliance.
• System administrator for Cloud Based dialing, customer relationship management, hosting solutions, and Microsoft 365.
• Utilize Agile methodology to implement improvement and process methodologies.
• Assess, design, and implement ACD, WFM, Chat and Chat box, and IVR platforms based on client needs.
• Nurture client relationships to ensure KPI’s and goals are being met within operation goals and constraints.
• Continuous education with Federal and state guidelines regarding FCC, FTC, TCPA, and FERPA guidelines, emerging technologies, and best practices.

Designed fully functional inbound and outbound contact center. Implemented all technology including PCs, Apple and Windows laptops, network routers and switches, Dialer Management and Implementation of Five9 and VanillaSoft cloud based dialers, along with contact center technology such as Velocify, Hubspot, Microsoft Dynamics and SalesForce CRMs. Human.

Tampa/St. Petersburg, Florida Area

Implemented a primarily outbound manufacturer to business sales center. Executed Human Resources, Talent Development, Training, and Management. Recruited top performing sales team to develop new accounts and nurture existing customers while selling manufacturing goods as well as a SaaS through marketing program. Assisted with the creation of a customer CRM.

Evaluated existing sales call center for efficiency and growth deficiencies. Identified strengths in individuals and adjusted positions to improve customer satisfaction, and maximize individual skill sets. Grew sales team into two divisions which led to the overseeing of the customer experience for 10 regional offices in Florida. Added a customer service.

Tampa/St. Petersburg, Florida Area

Assisted students with Admission and re-entry into their college career. Worked with various departments to provide necessary steps for re-entry.

Tampa/St. Petersburg, Florida Area

Provided expert knowledge of devices, plans, and company products and features to guide prospective customers through the sales process.

Clearwater Florida

Created a new call center for Student Loan Consolidation. Developed, HR, Recruiting, Management, Training, and Quality Assurance policy and procedures. Maintained systems and dialing strategies. Maintain KPIs for inbound lead generation.

Tampa/St. Petersburg, Florida Area

Developed a fast track training program to create efficient call center representatives. Worked with management to provide employees with retraining and career development. Coordinated with legal to ensure all training and scripts were within federal guidelines.

Bachelor'S Degree, Information Architecture And Information Technology

Associate Of Arts - Aa, Business Administration And Management, General