Daniel Maldonado
Allen,TX
Summary
Highly creative manager and with over 20 years leadership experience in hiring, developing and mentoring associates and leaders in a team environment. Highly evolved inter-personal, problem-solving, and written skills with a focus on company and customer loyalty. Extremely creative yet very technical, a natural leader.
Overview
27
27
years of professional experience
Work History
Customer Service & Sales Operations Manager
NWH
01.2022 - 05.2024
- Create Northwest Hardwoods first Customer Service & Sales Support Team. Hire, train, develop, mentor, and lead internal support team for North America and Canadian Markets
- Managed daily operations to ensure smooth functioning of the support department
- Reduced customer complaints by 20%, implementing and communicating proactive troubleshooting strategies and preventive measures
- Conducted regular performance reviews, providing constructive feedback and guidance for professional development
- Developed comprehensive training materials and conducted workshops to create and maintain skills and knowledge of Sales support staff. 0% employee turnover in 2.5 years
- Increased sales revenue by almost 15%, creating effective support strategies and streamlining processes for the Sales Team
- Created NWH Support Feedback, measurably enhancing customer satisfaction through timely resolution of issues and proactive communication with clients
- Optimized internal workflows by identifying inefficiencies, implementing improvements, and monitoring progress
- Collaborated with internal and external cross-functional teams for successful product launches and seamless integration of protocols and processes
- Travel regularly within United States and Canada, building relationships with customers, vendors, and Distributors
Customer Service Manager
Quest Resource Management Group, LLC
04.2021 - 01.2022
- Hire, train, and coordinate scheduling of new and existing Customer Service staff
- Create and implement Customer Service Production Standards, Metrics, and workload expectations using external Customer requirements to meet Service Level goals
- Introduced higher standards for customer service and compliance by creating Quality Assurance geared specifically to individual Customer needs
- Created and implemented; inter-business training for Departments (includes 4 Lines of Business),Customer Service Attendance Policy, Progressive Discipline Policy, Quality Assurance process and Queue Workflow Accountability
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process gaps
- Collected customer feedback and made process changes to exceed customer satisfaction goals. Met with internal and external customers to unify customer needs with existing processes
- Constantly assess call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Coach and develop Customer Service Department staff. Monitor performance and address performance gaps
- Work directly with internal and external IT groups to gauge and assess productivity software for business use. Create customer Dashboards for tracking productivity and customer needs
Customer Service Manager / Operations Manager
SoliSYSTEMS, Corp
02.2011 - 12.2020
- Create and manage company and operational Support goals and objectives. Implement processes to improve business performance
- Improve quality by reviewing performance, status and compliance to policy adherence. Provide coaching direction and administer progressive discipline when needed
- Ensure quality and timeliness of projects delivered to internal and external customers. Address performance gaps
- Effectively research, diagnose, and resolve internal performance gaps within staff. Implemented "Dynamic Customer Service Training", significantly reducing customer complaints within first 7 days of implementation
- Resolve customer disputes and respond to escalated issues. Research repeated complaints to suggest and create changes to existing processes and procedures
- Remain aware of all environments (internal and external) for potential impact to functional areas to maintain and update curriculum and training programs and materials
- Create marketing, training, and internal and external support curriculum for both internal and external customers. Create and maintain internal corrective action system
- Create, implement, and maintain "WIC Delinquency Process". Immediately reduced State WIC disconnection rate by 40% within first 4 weeks of implementation
- Initiate regular meetings with State WIC Authority leaders to provide Project status updates. Provide customer service and technical direction to reduce overall errors and loss
Customer Service Supervisor
ViewPoint Bank
02.2009 - 01.2011
- Coach and develop team of 10 direct-report call-center Customer Service agents, and 15 indirect report agents
- Launched side-by-side monitoring throughout department, immediately increasing call quality and skyrocketing individual agent online time by nearly 15%
- Created and implemented "ViewPoint Non-Sufficient Fund Rebate Process", immediately reducing the number of NSF fee reversals by over $14,000 in one calendar month
- Conduct performance monitors and provide feedback to staff to ensure process competency and maximize the customer service experience
Financial Operations Manager
Expedia Inc
01.2008 - 02.2009
- Manage Service Level Agreements for Accounts Payable department for billing inquiries received by hotel clients in Domestic United States
- Responsible for Supplier Relations portfolio in excess of $1,000,000. Responsible for review and approval of all charge-off loss
- Created and administered "Call Quality Monitoring" process. Immediately increasing call quality and reducing overall loss by 20%
- Develop, and motivate a team of 5 direct-report supervisors and 40+ accounts payable associate-level personnel.
- Maintain relationships with hotel properties across United States, while negotiating resolutions stemming from escalated finance issues
Collection Supervisor
Wells Fargo Home Mortgage
03.2004 - 01.2008
- Manage and develop a team of 5 direct-report supervisors and 95 indirect report collection agents
- Manage and streamline recruitment, hiring, interviewing and training processes and increasing maximum efficiency
- Develop and implement innovations to organize internal business functions to reduce expense
- Write unit curriculum for performance, discipline and attendance
Unit Manager
Citi
01.1997 - 09.2004
- Trained, coached, and developed a team of 21 direct and 95+ indirect collections agents servicing Sears and Citi credit cards. Collection team consistently finished in top 10% in the unit
- Trained employees in FDCPA credit laws as well as company compliance. Familiar with all predictive dialing systems and software
- Worked with outbound predictive auto-dialer, producing reports, and monitoring dialer to ensure maximum productivity, and minimizing abandon (loss) rate. Reduced abandon (loss) rate by 30%. Personal dialer strategy led business unit to #1 nationally
- Contacted customers 2 - 6 months delinquent and negotiated payment solutions to resolve credit card delinquency
- Create and maintain spreadsheets to aid in tracking production and department-wide associate performance. Spearheaded department wide games to increase performance and encourage teamwork and motivation
- Assisted in writing unit curriculum for performance and discipline
- Worked with Senior Management to control Roll and Flow Rates to ensure accounts are brought current to reduce loss. Reduced Roll Rate by 11% in 2 months
- Hired, Trained, and Certified new associates, performed daily, weekly, and annual performance reviews. Performed as a member of the placement and recruiting team to select and train new employees
- Participated in the Internal Audit Committee to achieve compliance with national calling productivity. Helped reduce compliance violations by nearly 12%
Skills
- Salesforce
- Microsoft Word
- Excel
- PowerPoint
- Visio 50
- JIRA
- Sugar CRM
- Business process improvement
- Change management
- Risk mitigation and management
- Systems Development Life Cycle (SDLC)
- Confluence
- Serif Draw Plus
Accomplishments
- Enlightened Leadership": Making Managers into Leaders
- Sears Credit & Financial Products: Six Sigma Awareness Training
- Performance Management: Discipline without Punishment
- Right Management Consultants: Transitions Management Behavioral Interviewing SOX (Sarbanes Oxley)
- Citi Management Professionals: Internal Auditing Continuity of Business: Information Security Awareness
- Skilled Negotiator Training
Timeline
Customer Service & Sales Operations Manager
NWH
01.2022 - 05.2024
Customer Service Manager
Quest Resource Management Group, LLC
04.2021 - 01.2022
Customer Service Manager / Operations Manager
SoliSYSTEMS, Corp
02.2011 - 12.2020
Customer Service Supervisor
ViewPoint Bank
02.2009 - 01.2011
Financial Operations Manager
Expedia Inc
01.2008 - 02.2009
Collection Supervisor
Wells Fargo Home Mortgage
03.2004 - 01.2008
Unit Manager
Citi
01.1997 - 09.2004
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