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Danny Cardozo

@dannycardozo

Retail Operations Coordinator at KenckoFoods, improving cross-functional workflows and customer-facing operations.

At KenckoFoods, I coordinate customer- and retailer-facing operational requests, working across Sales, Marketing, and Operations to resolve issues and improve processes.

As Member Experience Manager, I led a remote customer service team and coached team members through quality reviews, feedback, onboarding, and training. We consistently achieved weekly CSAT above 95% and SLA above 98%.

At NexGenAgency, I led approximately 20 Social Media Specialists supporting Planet Fitness customers across digital channels. I used Sprinklr to monitor customer sentiment and surface emerging issues, while coaching the team on response quality and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Retail Operations Coordinator

Current

Kencko Foods

Sep 2023 - Present (3 years 1 month)

Coordinates customer- and retailer-facing operational requests, ensuring accurate information and timely follow-through. Partners cross-functionally to resolve issues and improve processes.

Operations Coordination Cross Functional Collaboration Process Improvement Customer Service

Member Experience Manager

Kencko Foods

Apr 2021 - Sep 2023 (2 years 5 months)

Led a remote customer service team, managing service quality and team performance. Coached team members and achieved CSAT above 95% and SLA above 98%.

Team Leadership Coaching Quality Assurance CSAT SLA Escalation Management Customer Feedback Analysis Hiring Scheduling

Member Experience Associate

Kencko Foods

Apr 2021 - Sep 2023 (2 years 5 months)

Delivered customer support through email, chat, and social channels during rapid company growth. Consistently exceeded performance metrics with CSAT above 98% and 100% SLA.

Customer Support Email Support Live Chat Social Media Support CSAT SLA

Social Media Team Lead

NexGenAgency

Apr 2019 - Apr 2021 (2 years)

Led a team of approximately 20 Social Media Specialists supporting Planet Fitness customers. Managed engagement, escalations, and used Sprinklr for sentiment monitoring.

Team Leadership Social Media Management Sprinklr Customer Engagement Escalation Management Quality Assurance Coaching

Community & Social Media Specialist

[24]7.ai (AT&T)

Jul 2017 - Feb 2019 (1 year 7 months)

Delivered high-volume customer support across Facebook and Twitter, resolving complex issues. Conducted quality assurance audits and collaborated with internal departments.

Social Media Support Facebook Twitter Quality Assurance Customer issue resolution Multitasking