Open to opportunities

DANNY User

@dannyuser7

Team Leader driving KPI-focused operations, coaching teams, and resolving conflicts to improve customer and business outcomes.

Costa Rica

Message

What I'm looking for

I’m looking for a role where I can lead day-to-day operations, coach a support team, and use data to improve KPIs—while maintaining high customer satisfaction through clear SLAs, strong communication, and practical problem-solving.

I’m a Team Leader focused on “end-to-end planning” and “task delegation” to keep programs aligned with operational goals. I coach and mentor my team with actionable feedback, and I act as a primary mediator to resolve internal conflicts and maintain a collaborative environment.

Across support and technical roles, I’ve translated complex information into “comprehensive reports” to track KPIs and inform leadership decisions. I also proactively identify operational bottlenecks, implement solutions to maintain “service level agreements (SLAs),” and develop recognition programs to boost morale, while sustaining strong customer experience through secure, high-volume support.

Experience

Work history, roles, and key accomplishments

Team Leader

Support Services Group

Jul 2023 - Apr 2026 (2 years 9 months)

Managed end-to-end strategic planning and task delegation for the FanDuel program, improving operational efficiency and alignment with project goals. Coached and mentored team members, mediated internal conflicts, and synthesized KPI reporting to support leadership decision-making while maintaining SLA performance.

Strategic Planning Operations Management Task Delegation Performance Coaching Conflict Resolution Data Analysis KPI Reporting SLA Management Talent Management Médiation

Chat Advisor

Concentrix

Oct 2022 - Mar 2023 (5 months)

Provided premium chat support to Goldman Sachs and Apple customers, handling high-volume inquiries for the Apple Card ecosystem. Applied subject-matter expertise in credit card interest rates, billing cycles, and credit limit inquiries while resolving complex issues with strict security and privacy compliance.

Customer Support Live Chat Financial Services Support Apple Card Support Billing Cycles Interest Rate Inquiries Security Compliance

Technical Support Agent

Teleperformance

Jul 2015 - Oct 2022 (7 years 3 months)

Delivered technical assistance during the Windows 10 launch, resolving OS installation, configuration, and compatibility issues. Provided troubleshooting for AT&T residential services (high-speed Internet, Digital TV, and VOIP) and performed remote software support using LogMeIn to help customers with cloud connectivity problems.

Windows Support Remote Technical Support Windows Troubleshooting Digital TV Support