Daniel Hawkins
Austin,Texas
Summary
Forward-thinking Senior Manager adept at managing teams of 200 employees with 10 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
17
17
years of professional experience
Work History
Sr. Manager of Stores
Spectrum
11.2019 - 04.2024
- Assisted Regional Sr Director in developing and managing sales plans to meet or exceed customer growth and revenue projections by overseeing the implementation of strategies for selling Charter products and services
- Supported Store Management in the recruitment and training of Store personal as necessary
- Managed completion and balancing of monthly reports and complete other reporting as required
- Provided daily coaching and leadership to Store teams, including training, performance recognition and improvement plans
- Mentored Store Management in leading their teams
- Effectively managed crisis situations and escalate to Store Leadership as necessary
- Assisted with budgeting process as needed, manage departmental expenditures within budgeting guidelines
- Assisted Store Management in scheduling employee work hours and maintaining appropriate levels of staffing for all Stores within scope of responsibility as needed
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
- Consistently met or exceeded annual performance targets set by senior leadership.
Senior Manager, Customer Service
Spectrum
11.2012 - 11.2019
- Directly Managing a 250+ seat call center with 12 Supervisor
- Coached and developed leaders to identify key performance indicators that need improvement
- Worked with boundary partners such as Outsources, Technical Ops, engineering and Business Class departments to ensure call center efficiency from the customer’s perspective
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Conducted daily, weekly analysis to ensure call efficiency that impacts Average Handle Time and Service Level are addressed
- Interviewed, selected, trained and advised Customer Care Supervisors and Staff
- Established and communicated goals that drove positive behaviors in excellent customer satisfaction while achieving business objectives
- Worked with HR Business Partners to align department goals and performance standards to ensure success for company and the employees
- Rewarded and recognized positive performance of Customer Care employees and Leadership
- Created and maintained a culture focused on optimizing customer value.
Call Center Manager, Customer Care
Time Warner Cable
10.2011 - 11.2012
- Coach, train and develop a team of 15 representatives
- Work with my team to exceed sales performance goals, team productivity adherence, customer satisfaction goals, and customer quality
- Partner with QA on a bi-weekly basis to identify areas of opportunities and coach to the identified behaviors
- Conducts weekly coaching session with each rep to improve identified behaviors based on calls monitored, side-by-sides and one-on-one sessions
- Creates action plans with each rep monthly to drive an over-all balanced performance
- Holds bi-weekly team meetings to encourage team participation and foster productive learning environments
- Work with Management and boundary partners to improve processes, procedures and work environment
- Work with Command Center on Holiday scheduling and furcating based on business needs and call trends.
Sr. Manager of Planning and Store Ops
Macys, INC
11.2008 - 10.2011
- Drove Sales and profit within the District focusing on a family of business for 12 Stores
- Directed consistent execution based on national guidelines and standards
- Collaborated with District partners as needed
- Coached and directed Store teams on merchandise execution processes
- Coached Merchandising Teams on merchandise execution; built skills and knowledge by participating in hands-on execution trainings as needed
- Lead seasonal and event floor planning process by collaborating with District Planners and Store Management
- Observed and assist merchandise execution processes and identify areas of opportunities; recommend solutions to Store Management
- Coached Sales Managers on leading recovery and maintenance in Stores
- Role Modeled MAGIC Selling; trained Sales Managers to use product training as an element of Selling and a way to improve their Scorecard performance
- Conducted informal product training during my store visits; directed training at Sales Managers (Coach the Coach) so they could train all Sales Associates
- Ensured that store Management had an effective coaching process in place; observed and reviewed coaching tools/processes during my store visits; surfaced opportunities for improvement to Store Management.
Human Resources, Business Partner
Cox Communications
04.2007 - 11.2008
- Provided day-to-day human resources support and counsel to a business unit and/or functional group including: recruiting, compensation, benefits, training, employee and labor relations, employee communications, and safety
- Processed all employee actions in PeopleSoft including transfers, terminations, leave of absences, benefits administration and salary changes
- Collected data and prepared related personnel statistics and reports, including types of positions open, headcount report, HR support turn around, PeopleSoft accuracy and HR related questions
- Provided solutions that positively impacted our retention and growth strategies
- Developed, implemented and monitored our human resource performance management process
- Identified legal requirements and government reporting regulations to ensure appropriate guidance of the policies, procedures and actions needed for compliance
- Collaborated with leadership teams to make certain all HR programs supported their business initiatives.
Education
High School Diploma -
Winona, ISD
Winona, TX05.2001
Skills
- Strategic Planning
- Cross-Functional Collaboration
- Operations Management
- Cross-functional Team Coordination
- Data-driven decision-making
- Talent Development
Timeline
Sr. Manager of Stores
Spectrum
11.2019 - 04.2024
Senior Manager, Customer Service
Spectrum
11.2012 - 11.2019
Call Center Manager, Customer Care
Time Warner Cable
10.2011 - 11.2012
Sr. Manager of Planning and Store Ops
Macys, INC
11.2008 - 10.2011
Human Resources, Business Partner
Cox Communications
04.2007 - 11.2008
High School Diploma -
Winona, ISD