DAN IRWIN
Austin,TX
Summary
Analytical, organized and productive leader proven to cultivate positive customer relationships through clear and helpful communication. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
19
19
years of professional experience
Work History
Account Executive Manager
Hisco, Inc.
03.2024 - Current
- Engaged in hiring, on-boarding and developing Account Executive team responsible for establishing relationships with customers, working closely with field sales and manufacturers sales representatives in a professional manner to provide customers with a timely response to all inquiries, i.e., pricing, problems, or recommendations.
- Handle customer relations issues, enabling quick resolution, and client satisfaction.
- Collaborate with senior executives to evaluate performance in regional area and develop strategies to expand revenue generation.
Regional Customer Operation Manager
Hisco, Inc.
10.2022 - 03.2024
- Responsible for all aspects of Customer Service, Operations and Integrated Solutions throughout South Central Region.
Outside Sales Representative
Hisco, Inc.
11.2021 - 10.2022
- Established new accounts through cold calling and personal visits to potential customers.
- Contacted new and existing customers to discuss ways to meet needs through specific products and services.
- Outperformed annual gross profit by 27%.
Zone Customer Service Manager / Customer Experience Manager
Hisco, Inc.
11.2014 - 11.2021
- Expanded Customer Service Manager position to support Customer Service activities throughout South Central Zone with added operational responsibilities.
Customer Service Manager
Hisco, Inc.
01.2014 - 11.2014
- Hired, trained, motivated and coached Customer Service Representatives to work directly with customers and support Outside Sales Representatives for Austin and San Antonio branches.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Assistant Customer Service Manager
Hisco, Inc.
11.2012 - 01.2014
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
Hisco, Inc.
08.2011 - 11.2012
- Responded to customer requests for products, services, and company information.
Customer Care Supervisor
Grande Communications
01.2009 - 01.2011
- Led, coached, developed and supervised a team of 14-20 customer care agents responsible for inbound customer service calls and escalations.
- Increased employee performance and satisfaction by conducting and/or participating in frontline incentive and recognition programs.
- Detected and resolved customer service impacting events, escalations and complaints.
Quality Assurance Analyst
Grande Communications
01.2008 - 01.2009
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
TSC Technician
Grande Communications
01.2006 - 01.2008
- Provided fast, accurate and practical solutions using various system applications to troubleshoot issues while assisting customers with problem and complaint resolution for cable, internet and phone services.
Education
B.B.A. Business Management -
Texas State University
San Marcos, TX01.2007
Skills
- Sales Driven
- Customer Acquisition and Retention
- Communication
- Self-Motivated
- Time Management
- Problem Solving
- Teamwork
- Adept with Software
- CRM (Salesforce & Dynamics)
- Microsoft Office (Work, Excel, Powerpoint, Outlook)
Timeline
Account Executive Manager
Hisco, Inc.
03.2024 - Current
Regional Customer Operation Manager
Hisco, Inc.
10.2022 - 03.2024
Outside Sales Representative
Hisco, Inc.
11.2021 - 10.2022
Zone Customer Service Manager / Customer Experience Manager
Hisco, Inc.
11.2014 - 11.2021
Customer Service Manager
Hisco, Inc.
01.2014 - 11.2014
Assistant Customer Service Manager
Hisco, Inc.
11.2012 - 01.2014
Customer Service Representative
Hisco, Inc.
08.2011 - 11.2012
Customer Care Supervisor
Grande Communications
01.2009 - 01.2011
Quality Assurance Analyst
Grande Communications
01.2008 - 01.2009
TSC Technician
Grande Communications
01.2006 - 01.2008
B.B.A. Business Management -
Texas State University
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