Daniel Hill
Concord,NC
Summary
Resourceful Account Manager with over 13 years in the call center industry with excellent client oversight. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Director/Account Manager
TTEC
06.2020 - 01.2024
- Number one vendor for United Healthcare for last 3 years in all aspects related to performance.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Assisted in recruiting, hiring and training of team members.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Established culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
Senior Manager/Account
TTEC
06.2017 - 05.2020
- Achieved operational excellence by streamlining processes and implementing best practices.
- Improved team performance of 3% year over year fostering collaborative work environment and improved incentive plan.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Reduced costs and revenue leakage, optimized resource allocation, and improved efficiency in managing projects.
Senior Manager/Account Manager
Optum
05.2015 - 05.2017
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Provided strong leadership to enhance team productivity and morale.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Oversaw improved revenue of over $1.3 million
Senior Manager/Account Manager
Connections
03.2014 - 04.2015
- Developed detailed plans based on broad guidance and direction.
- Analyzed revenue distribution and account analysis documents to execute month-end closing.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Provided strong leadership to enhance team productivity and morale.
Operations Manager
Connection
08.2012 - 02.2014
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Analyzed and reported on key performance metrics to senior management and improved overall performance by 2%.
Supervisor
Connections
06.2010 - 07.2012
- Evaluated customer needs and feedback to drive product and service improvements.
- Identified operational inefficiencies and implemented corrective measures, leading to overall increase in effectiveness.
- Championed continuous improvement efforts within organization by promoting best practices for processes, tools, or technologies.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Evaluated employee performance and coached and trained to improve weak areas.
Education
Bachelor of Science - Accounting
Pfeiffer University
Misenheimer, NC12.1989
Bachelor of Science - Business Administration
Pfeiffer University
Misenheimer, NC05.1989
Skills
- Budget Development
- Goal Setting
- Employee Motivation
- KPI Tracking
- Client Relations
- Performance Driven
Timeline
Director/Account Manager
TTEC
06.2020 - 01.2024
Senior Manager/Account
TTEC
06.2017 - 05.2020
Senior Manager/Account Manager
Optum
05.2015 - 05.2017
Senior Manager/Account Manager
Connections
03.2014 - 04.2015
Operations Manager
Connection
08.2012 - 02.2014
Supervisor
Connections
06.2010 - 07.2012
Bachelor of Science - Accounting
Pfeiffer University
Bachelor of Science - Business Administration
Pfeiffer University