Daniel Deal

Reviewed payment exceptions, determined and executed appropriate actions for resolution per department guidelines. Coordinated with other internal departments and other states as needed to ensure proper payment processing for child support cases.

Worked directly with technicians and suppliers to acquire parts promptly and at the best price. Identified cost-saving opportunities through constant communication between suppliers regarding parts acquisition, including $1.1 million in cost savings for 2023.

Coordinated parts acquisition process across multiple geographic regions to support Walmart facilities repairs. Worked with technicians and management to ensure prompt parts availability and minimize downtime in stores.

Provided quality customer service and safeguard confidential information. Reviewed legal cases and relevant documents to make decisions on child support enforcement tasks.

Provided world class customer service and technical support for AT&T high-speed internet clients. Partnered with internal departments and field technical representatives to resolve client service issues.

Provided world class customer service and technical support for Apple product clients.

Provided world class customer service and issue resolution for Wealth Management clients.

Provided world class customer service and asset retention for participant company 401(K) holders.

Managed client relationships for multiple large government and corporate credit card purchase and travel programs. Managed programs through the new GSA Smart Pay 2 contract initiation and multiple special projects.

Provided world-class customer service and collections for government and corporate cardholders.

Maintained high level of customer satisfaction by servicing requests on telephone, cellular and internet service. Achieved and exceeded mandatory sales requirements while maintaining world-class customer service.

Maintained high level of customer satisfaction by servicing requests from pension and retiree customers.

Maintained high level of customer satisfaction by servicing requests from flood insurance customers.

Supported 5 Operations Team Leads by managing payroll and exception time reporting for their teams. Served as point of contact for outside sales issues and final escalation for issues resolution.

Directly supervised a team of 15-20 Activations/Client Services advocates; interviewed and recruited new specialists. Managed advocate productive time and sales to maximize efficiency and team performance.

Managed daily staffing levels for the entire call center, including over 1200 associates. Supervised 3-5 Analysts to optimally manage the staffing function.

Prepared management reports on staffing, forecasting and trends. Created and maintained schedules for 60 associates.

Handled escalated calls related to suspected fraud activity. Performed lost/stolen activities and identified fraud.

Handled supervisor escalations. Assisted calling card customers with inquiries on their accounts.

Provided quality support, coaching, development, and feedback while supervising 10-15 associates. Tested and interviewed potential new hires; participated in the recruiting and initial training process.

Provided intermediate level customer service including escalated calls when necessary.

Completed a Master's degree focusing on Human Resource Management. The curriculum covered various aspects of HR, preparing for advanced roles in the field.

Earned a Bachelor of Arts with a dual major in History and Psychology. This program provided a comprehensive understanding of human behavior and historical contexts.