Wes Mcdaniel Email & Phone Number

Tampa, Fl, Us

Teaneck, New Jersey, Us

- Provide functional business knowledge to the department through execution of standardized and ad-hoc analysis and reporting- Develop standardized processes using data and business rules- Work with clients to determine business requirements, priorities, define key performance indicators (KPI), and refine business intelligence. This includes working with business and development teams to design, and document dashboards, alerts, and reports- Accountable for providing leadership and independent initiatives in facilitating information gathering, structured documentation and presentation of findings to all levels of management- Conduct analysis of functional business processes and functional business requirements and participate in the development of business cases in the support of process changes or business initiatives

Teaneck, New Jersey, Us

- Part of 2-person team providing all reporting for the Social Media project to Cognizant and Client leadership- Provided ad-hoc reporting as needed, and a Weekly Trended Data summary which showcased over 150 different metrics on the business and I then presented to leadership up to the EVP-level- Created reporting which identified under-performers for coaching and training opportunities, and identified individuals who may not have been an optimal fit for the role based on performance

Teaneck, New Jersey, Us

- Promoted to managing the QA team, which was responsible for auditing jobs submitted by Content Moderators, and reconciling via the dispute process- Increased productivity and accountability by introducing a DB driven Comprehensive QA Dashboard- From 8/2018 - 4/2019, was tasked with direct supervision of 65 SMEs, who provide vital support to the operations floor, coach and train new hires, and attained readiness. In addition to revamping and overseeing this team, I groomed 7 particular SMEs who were eventually promoted to Team leaders

Teaneck, New Jersey, Us

- Managed a team of up to 32 Content Moderators and 2 SMEs reviewing content for adherence to all policies of our client, a very large Social media company with two ubiquitous platforms- Trained and mentored new team members, assisted team with inquiries, second opinions, and disputes on jobs reviewed- Coached to company and client KPIs and SLAs, with my team consistently ranking number 1 in the Site for Quality and Productivity

Tampa, Fl, Us

- Leverage strong process improvement skills to successfully analyze current processes, identify inefficiencies and implement strategies to drive business development. - Utilize strong negotiation skills to ensure favorable terms throughout contract administration. - Thoroughly review actions to ensure strict adherence to all contract specifications. - Monitor contract types related to pre-award, post-award and price/cost analysis functions to perform well-defined and precedent contract actions.

- Franchising entity of College Hunks Hauling Junk & College Hunks Moving- Managed Operations for Sales and Customer Svc. contact centers, supporting all 100+ franchises and reporting to Director, with full P&L responsibility for a $15 million annual budget- Spearheaded existing processes by overhauling existing infrastructure, leading to significantly increased efficiency, company cost reduction and an overall boost in performance. - Revamped entire department by standardizing processes regarding sales commission structure, policies / procedures and quality assurance; program recognized by Disability Employment Awareness Campaign as one of top 5 companies for diverse hiring practices. - Utilized MS Excel, Monet WFM, SQL and MS Access to generate detailed reports and compiling pertinent information. - Associated responsibilities included recruitment, training, overseeing finances and providing front-line desktop support. - Led multiple system implementations, including a Cisco UCCX telephone system and Monet Workforce Management system.- Developed a highly successful Work from Home initiative to reduce in-office costs.

Minneapolis, Mn, Us

- Streamlined and optimized all departmental processes, leading to improved turnaround time, improved customer satisfaction, and a reduction in credits issued and labor hours, since fewer mistakes and faster handling lead to decreased staffing needs.- Implemented QA process, leading to 28% reduction in contract processing errors.- Reviewed and approved or rejected all credit requests and disputes.- Accountable for meeting or exceeding all internal KPIs pertaining to call handle time, contract turnaround time, and customer implementations.

Clearwater, Florida, Us

- Demonstrated strong leadership skills while directing daily activities of 8 Mobile Trainers. - Recognized for completing training several weeks ahead of schedule.

Dallas, Tx, Us

- Directly managed a team of CSRs, with associated responsibilities including employee management, delivering quality customer service, and ensuring team meets or exceeds all goals and KPIs. - Conducted thorough training for team members; closely monitored performance and boosted morale within a high-volume call center.

Orlando, Florida, Us

East Syracuse, New York, Us

Denver, Colorado, Us