Daniel Ewing

After working as a supervisor on a contract XLA held, I moved to the back office in a support role with many varying duties.

Contract Support:

• Assisted project managers with daily staff interactions and solving any issues that HR/ IT/ PM's did not need to handle directly
• Processed and verified timesheets and assisted with Invoicing and expense reports for contract staff
• Onboarding/ training meetings for new hires
• Held interviews for new staff
• Worked with PM's to track hours worked/ remaining and funds used/ remaining
• Company-wide surveys to document any new work being performed by contract staff and anything else of importance

Project Control/ Business Development

• Managed BD pipeline (NextStage) and Sharepoint groups
• Managed weekly BD Meetings, and any other meetings PM's requested, to include weekly powerpoint presentation for quick review of pipeline and each step needed
• RFI initial creation w/ Project managers or SME's completing the document or using AI to add content/ answer questions based on our past performance as needed
• Proposal work; anywhere from color team reviews to content generation, creating or modifying graphics, or anything else needed

XLA was sub-contracted to have a team at the call center I worked at. I was a supervisor with Serco (the prime) and was selected to lead their new team and was hired by XLA.

• One main difference between working for the Prime and working for XLA was I had full discretion to hire staff. I prioritized staff I felt would succeed, and XLA's team quickly won Top Team awards each month for nearly every month of the year in productivity and quality
• Job Duties were nearly identical as my previous position, however one new aspect was Serco laid off many of their supervisors, so at any given time, XLA was managing one to three teams for Serco in addition to our own

• I lead with a cool head, and always have a smile. I put quality first and rely on the experience I have gained working every product line that our site has to offer to give my employee's the support they need to achieve excellence.
• Ensure that all ESW's are meeting the expected 55% production score and 98% quality error rate and develop action plans as necessary for ESW's below the required metrics
• First quarterly production/quality report that my new team showed reports led to them being recognized by site management for maintaining perfect quality
• Work closely with site management on many different projects ranging from Trackers for Overtime, Make Up Time, Approved liberal leave, to creating seating maps for available seating for the site during OT
• Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
• Conducted performance reviews of employee goals, objectives and performance expectations
• Audited production reports, tracking data entry and processing errors
• Reported statistics requested by senior management accounting for database growth and call volume
• Corrected any data entry error to prevent later issues such as duplication or data degradation
• Created and maintained department work schedules for adequate coverage during operating hours and overtime shifts

• Perform more then the minimum 55% production score and 98% quality error rate
• Perform general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff
• Keep optimal quality levels to prevent critical errors and support team performance targets
• Verify accuracy and validity of data entered in databases
• Evaluate source documents to locate information needed for each data entry field
• Correct any data entry error to prevent later issues such as duplication or data degradation
• Support business needs with special projects
• Outline appropriate processes and procedures to fulfill and complete inquiries

• Evaluated source documents to locate information needed for each data entry field
• Verified accuracy and validity of data entered in databases
• Kept optimal quality levels to prevent critical errors and support team performance targets

• I have been volunteering as a team leader and on our media team, with the 4th musketeers. They are a company that does extreme back-packing weekends all over the US, and in other countries.
• Managed, supervised and led day-to-day details of project work
• Facilitated training lessons to contribute to the crew's personal growth and group dynamic
• Worked with the production team on planning new back-packing routes and writing action plans

• Worked with managers and advertising directors to optimize promotions
• Updated pricing and signage to complete product displays and educate customers
• Prepared interesting and innovative visual displays to grab customer interest and promote sales
• Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products
• Completed stock orders and managed inventory levels
• Partnered with sales representatives and managers to coordinate delivery and merchandising schedule
• Educated employees on new merchandise during seasonal workshops