DAN ROBINSON
Kalispell,MT
Summary
With more than two decades of diverse expertise, I've thrived in roles such as an Advanced Repair Agent, achieving remarkable efficiency in repair completion rates. In my capacity as a Salesforce Consultant and Project Manager, I spearheaded end-to-end project management, streamlined processes, and delivered impactful training sessions. As a Trainer, I adeptly communicated with individuals of diverse ages and technical proficiencies. Serving as the Global Order Administration Manager, I automated processes and optimized Salesforce utilization. My consistent contributions reflect a leadership style infused with innovation and a results-oriented approach, making me an asset in any dynamic professional setting.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Advanced Repair Agent
Best Buy/ Geek Squad
11.2013 - Current
- Managed up to fifteen simultaneous repairs, successfully increasing and maintaining a 1.8 per hour completion rate of repairs from 0.5 per hour
- Maintained a positive customer experience by fostering positive relationships through empathy and support
- Collaborated in delivering consistent and accurate documentation of customer requests and repairs.
- Other positions held: Back Office Lead, Samsung Home Theatre Expert
Salesforce Consultant
The White Knight Consulting
02.2021 - 06.2022
- Oversaw the creation and implementation of four new Salesforce orgs, elevating multiple pre-existing environments
- Developed comprehensive training documentation for onboarding and continuous training.
Salesforce Project Manager
Corrao Group/ AHS IT Services
05.2012 - 11.2013
- Conducted a thorough review of current client processes and systems to facilitate a smooth transition to Salesforce
- Provided comprehensive online training sessions, creating documentation to track project aspects and educational materials.
Learning & Leadership Development Trainer
TTEC
02.2010 - 09.2012
- Conducted training sessions for various student group sizes, covering policies, procedures, customer service, and software use
- Enhanced call center productivity by mentoring the inaugural class of thirty students at a new facility in the Philippines
- Prepared training manuals, presentations, and quick reference guides for both training staff and students.
Global Order Administration Manager
BakBone Software
05.2002 - 11.2008
- Implemented new policies and procedures, automated processes, and standardized departments globally
- Managed a team of fifteen employees across three offices
- Reviewed and negotiated new partner contracts with various departments.
Skills
- Attention to Detail
- Defining Requirements
- Employee Training
- Data Analysis and Cleanup
- Fast Learner
- User Training
Certification
- Salesforce Administrator
- Salesforce Platform App Builder
- Apple iOS Technician (ACiT)
Recognition
- TeleTech Global Values in Action Award: For demonstration of the core values of trust, respect, integrity, passion & communication
Timeline
Salesforce Consultant
The White Knight Consulting
02.2021 - 06.2022
Advanced Repair Agent
Best Buy/ Geek Squad
11.2013 - Current
Salesforce Project Manager
Corrao Group/ AHS IT Services
05.2012 - 11.2013
Learning & Leadership Development Trainer
TTEC
02.2010 - 09.2012
Global Order Administration Manager
BakBone Software
05.2002 - 11.2008