Daniel Chen
croton,ny
Summary
Dynamic VP of Customer Experience with a proven track record in driving customer journey mapping, developing training programs, and enhancing service quality through effective team leadership.
Overview
32
32
years of professional experience
Work History
VP, Customer Experience
Tankfarm Group Propane
Nashville, TN
01.2017 - 03.2026
- Led reviews of customer experience policies and procedures to ensure alignment with best practices.
- Developed and refined a customer journey mapping tool for measuring and enhancing overall customer experience.
- Partnered with marketing teams to create promotional campaigns geared towards enhancing the overall brand image through improved customer service.
- Developed comprehensive training programs for employees focused on providing excellent customer service.
- Orchestrated customer feedback processes to pinpoint key improvement areas.
- Supervised a team of 7 customer service representatives to enhance service quality.
Customer Service Manager
Heat Usa
Nyack, New York
07.1999 - 07.2011
- Coordinated communication between customers and home heating oil suppliers to resolve issues efficiently.
- Resolved customer complaints and inquiries via phone and email, enhancing overall customer experience.
- Led a team of 6 employees, overseeing daily operations and task assignments.
- Delivered exceptional customer service, resulting in high levels of customer satisfaction.
Branch Manger
Enterprise Rent-A-Car
Brooklyn, NY
07.1994 - 07.1999
- Oversaw daily operations of rental branch to maintain efficient workflow.
- Coordinated staff scheduling, hiring, and training to optimize team performance.
- Led team meetings to discuss performance and set goals for staff.
- Trained new employees on rental procedures and company policies.
- Developed partnerships with local businesses to enhance community engagement.
Education
Bachelor of Arts - Political Science And Government
University of Vermont
Burlington, VT09-1992
Skills
- Experience strategy
- Journey mapping
- Program development
- Feedback analysis
- Marketing collaboration
- Relationship management
Timeline
VP, Customer Experience
Tankfarm Group Propane
01.2017 - 03.2026
Customer Service Manager
Heat Usa
07.1999 - 07.2011
Branch Manger
Enterprise Rent-A-Car
07.1994 - 07.1999
Bachelor of Arts - Political Science And Government
University of Vermont