Open to opportunities

Daniel Wing

@danielwing

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Customer Service Team Lead at Colibri Group, coaching 16 reps and developing training for a software transition.

United States

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What I'm looking for

I'm seeking a Customer Service Team Lead position at Promenade, where I can bring my customer service and operations expertise to support local businesses and foster exceptional customer experiences.

At Colibri Group (Xcel Solutions), I lead quality, coaching, escalations, and reporting for 16 customer service reps. I developed training for a software platform transition and designed an internal vacation tracking program for team leaders.

At ADT Security Services, I developed a compensation tracking system that generated $10.7M in sales and reduced expenses by $2.2M annually. I also created KPI tracking and modernized expense and finance reporting processes.

Earlier, as a Supervisor at Protocall Contact Services, I supervised 10 direct reps and 2 escalation reps supporting PODS Inc. At Manpower - (Maine Revenue Services) - Contract, I researched and documented tax/revenue compliance and supported requirements gathering and testing coordination.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

Colibri Group (Xcel Solutions)

Sep 2024 - Present (2 years 1 month)

Handled an average of 550 calls per day and consistently achieved team-based bonuses. Developed comprehensive training for a software platform transition and led quality, coaching, escalations, and reporting for 16 customer service reps.

Customer Service Call Center Operations Team Leadership Training Quality Assurance Escalation Management Reporting

Business Analyst

Manpower (Maine Revenue Services)

Oct 2019 - Mar 2020 (5 months)

Researched and documented tax/revenue compliance for a tax-evasion caseload averaging 18–26 clients monthly. Enhanced project efficiency by supporting lifecycle activities including requirements gathering and testing coordination.

Tax Compliance Research Documentation Requirements Gathering Testing Coordination Project Management Problem Solving

Supervisor

Protocall Contact Services

Nov 2018 - Sep 2019 (10 months)

Managed 180–320 service and sales calls daily for PODS Inc while supervising 10 direct reps and 2 escalation reps. Achieved Tier II escalation certification within three months and maintained 95%+ customer satisfaction grading.

Call Center Operations Team Leadership Customer Service Escalation Management Quality Assurance Workflow Improvement

DIR. Business Operations

ADT Security Services

Jan 2001 - Feb 2016 (15 years 1 month)

Led 14 in operations, compensation, KPIs, expenses, and finance. Developed a compensation tracking system generating $10.7M in sales and reducing expenses by $2.2M annually, and executed KPI tracking programs resulting in additional revenue.

Operations Management Compensation Design KPI Tracking Expense Management Financial Reporting Data Feed Design Microsoft Office Telemar Workforce JDEdwards Sequel

Sr Business Analyst

ADT Security Services

Apr 1993 - Jan 2001 (7 years 9 months)

Planned early warning system for call volume, saving $1.3M annually and improving performance management through proactive alerts. Enforced flex scheduling, reducing labor costs by $763K and optimizing processes to improve staffing efficiency.

Call Volume Analysis Performance Management Scheduling Process Optimization Cost Reduction