Daniel McCuen
Phone: (503) 693-3539
Email: [email protected]
Professional Objective: To be able to contribute to the growth of my company in a pivotal role that is necessary for the advancement of excellent customer service and cutting edge ideas that will continue to wow our consumers. To employ a positive attitude, past experience and education toward teaching job responsibilities and providing a quality experience for internal and external customers with whom I interact.
Work Experience;
Customer Satisfaction Lead Trainer
Curriculum design
and organization of Customer Satisfaction's “University of Iomega” as well as
accompanying courses. Training new hire and current employees in company
policies procedures and computer software. Teaching soft skills to employees to
improve overall customer contact experience. Assisted in developing monitoring
criteria to measure level of performance. Managed team of 5 trainers to provide
development courses for corporate officers and phone service personnel.
Training
Specialist
Taught sales
techniques and basic computer skills. Coached one on one to achieve skill
levels required for transition to sales floor. Redesigned courses as needed to
accommodate new policies, procedures or products. Trained current employees on
company changes. Motivated team members to attain training sales goals.
Maintained discipline and encouraged productivity and team unity. Modified
training approaches as needed to improve quality of customer service provided
to new hire employees. Received multiple awards for team exceeding monthly
goals.
Commercial
Account Manager
Manage invoices, payments, lines of credit, authorization issues,
collect past due payments and provide any and all customer service needs to
accounts processing $250,000 + annual purchases with The Home Depot. Trained
new employees in basic job skills and functions. Assist fellow employees in
performing the same functions.
National Admissions Advisor
Customer
Account Executive
Answer
incoming calls, customer education, utilizing company computer systems to place
orders and maintain customer accounts, up sell services as appropriate. Resolve
minor technical repair issues.
Customer Service Representative
Answer a high volume of inbound
customer service calls and respond to customer emails. Troubleshoot customer
inquiries in a quick, decisive and courteous manner. Take ownership for
individual statistics and other call center productivity and quality metrics.
Support and demonstrate commitment to quality principles. Take responsibility
to ensure each customer interaction is exceptional. Accept coaching and
feedback. Interact positively with other team members. Utilize proprietary
systems to document and track customer interactions. Adhere to schedule. Follow
call guidelines. Utilize a headset for fielding phone calls while typing notes
at the same time. Participate in special projects and performs additional
duties as required.
Education;
|
2006 |
M.Ed. |
A.I.U. |
Instructional
Technology / Curriculum Design |
|
1999 |
B.S. |
W.S.U. |
Directing /
Interpersonal Communication |
|
1998 |
A.S. |
U.V.S.C. |
Theatre Arts /
Children's Theatre |
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References Available Upon Request ****