Daniel Franza
Brighton,MA
Summary
Results-driven customer service leader with demonstrated expertise in overseeing customer service programs. Creates outstanding customer experience through exceptional service and impactful supervising functions, duties and activities. Embraces customer-first strategy and trains associates to deliver service that demonstrates company's core values. Works quickly to address challenges and uses critical thinking and resourceful nature to manage complex concerns. Answers questions, resolves issues and exceeds established service standards. Excellent reputation for verbal and written communication, identifying and resolving problems, improving customer satisfaction, and driving overall operational improvements.
Overview
15
15
years of professional experience
Work History
Account Manager
Massachusetts Mutual Life Insurance Company
Brighton, MA
04.2024 - Current
- Addresses advisor and firm issues swiftly to ensure healthy account relationships.
- Handles questions, concerns, and escalations to meet contractual expectations and preserve firm relationships.
- Collaborates with different departments to resolve firm issues efficiently
- Prepares daily detailed reports on account activity, progress towards goals, and areas for improvement.
- Establishes strong relationships with the firm leadership through regular, personalized communication.
Digital Customer Care Consultant
Massachusetts Mutual Life Insurance Company
Newton, MA
04.2023 - 04.2024
- Coached, mentored, and trained a team of 18 Customer Service Reps on quality assurance, escalation skills, professionalism, and work processes to meet the needs of our customers and Field Staff.
- Partnered with Platform Support and Haven Tech Developers to resolve technology, platform, and software issues within promised timeframes, to resolve customer escalations.
- Assisted company leadership to develop, implement, and maintain a customer-first culture, improving customer satisfaction across all metrics.
- Provided weekly briefings to the assigned team and director on team performance, quality assurance trends, process changes, and customer service tips and tricks.
- Reviews and performs deep dives into customer surveys to reduce escalations, improve business practices, and ensure proper solutions were given.
- Identifies process and training gaps in the Digital Customer Care department, utilizes feedback for process improvement.
- Proven track record in customer escalation management and interacting with customers, providing one-stop resolution.
- Coordinated with workforce management and scheduling to ensure there is adequate coverage to meet daily customer service support levels.
- Conducted regular meetings to provide training, feedback, shadowing, and career progression development.
Digital Customer Care Associate
Massachusetts Mutual Life Insurance Company
Newton, MA
09.2021 - 04.2023
- Provided exceptional customer service to Financial Professionals, clients, and field staff using multiple communication methods (phone, email, and chat), and de-escalation communication capabilities on Zendesk, ServiceNow, and multiple system platforms.
- Consistently exceeded Quality Assurance, CSAT, and interaction handle time goals. Was awarded top 1 percent of peers for department in Customer Service.
- Mentored new team members. Provided support, feedback, and best practices across all utilized platforms.
- Utilized strong listening skills to understand customer concerns and empathize with their situation.
- Selected as a Training Ambassador for Customer Care Onboarding. Answered questions, provided constructive feedback, and coaching opportunities to prepare new hires for handling live interactions.
- Demonstrated superior customer service, negotiation, and de-escalation skills.
Non-Commissioned Officer Commander Support Staff
United States Air Force
Sagamore, MA
11.2016 - 09.2021
- Oversaw and performed administrative and customer service actions for 100 + military and contractors.
- Supervised subordinate staff in carrying out daily duties and activities.
- Subject matter expert for over 15 Human Resources/Administration military programs.
- Compiled, monitored, and analyzed data while coordinating with 2 bases to brief senior leadership weekly.
- Conducted training, coaching, and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Resolved escalated issues about processes, procedures, or service deficiencies.
Apple Care Technical Advisor
Apple
Buzzards Bay , MA
07.2018 - 08.2019
- Increased customer satisfaction by resolving over 500 application and device issues.
- Responded to support requests from customers and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Non-Commissioned Officer, A1 Personnel Management
United States Air Force
Yigo, GUAM
09.2012 - 10.2016
- Advised and supported 500+ active duty military across 36 programs on military programs and guidance.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Evaluated facility operations and personnel for safety and health regulations compliance.
- Identified and corrected 12 facility hazards, which resulted in zero safety mishaps.
Personnel Journeyman
United States Air Force
Misawa , Japan
08.2009 - 08.2012
- Performed general office duties, including answering multi-line phones and greeting customers.
- Executed 22 personnel programs in support of 10,000 military and civilians on the Air Base.
- Created, maintained, and audited personnel records for the installation members.
- Sole member in charge of accountability reporting procedures and passport processing procedures for the deployed location.
- Maintained the Military Personnel Database System, a database of all employee data, and used proper security protocols to prevent unauthorized access.
Education
Certification - Information Technology
Bunker Hill Community College
Charlestown, MA08-2025
Associate of Science - Business
Middlesex Community College
Bedford, MA04-2023
High School Diploma -
Queensbury Senior High School
Queensbury07-2007
Skills
- Customer Service Management
- Interpersonal Skills
- Process Improvement
- Conflict Resolution
- Active Listening
- Creative Problem Solving
- Teamwork and Collaboration
- Building Rapport
- Escalation management
- Call center experience
- Leadership abilities
- Coaching
Timeline
Account Manager
Massachusetts Mutual Life Insurance Company
04.2024 - Current
Digital Customer Care Consultant
Massachusetts Mutual Life Insurance Company
04.2023 - 04.2024
Digital Customer Care Associate
Massachusetts Mutual Life Insurance Company
09.2021 - 04.2023
Apple Care Technical Advisor
Apple
07.2018 - 08.2019
Non-Commissioned Officer Commander Support Staff
United States Air Force
11.2016 - 09.2021
Non-Commissioned Officer, A1 Personnel Management
United States Air Force
09.2012 - 10.2016
Personnel Journeyman
United States Air Force
08.2009 - 08.2012
Certification - Information Technology
Bunker Hill Community College
Associate of Science - Business
Middlesex Community College
High School Diploma -
Queensbury Senior High School
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