Daniel Soistmann Jr
Lindenwold,NJ
Overview
15
15
years of professional experience
Work History
Customer Technical Support Supervisor
Bet365
Marlton, NJ
08.2023 - Current
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Collaborated with other departments to coordinate workflow processes between teams.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Maintained positive working relationship with fellow staff and management.
- Worked closely with management to strategize department planning.
- Created testing scripts to support upcoming changes and new releases using documents provided for the expectations of functionality.
- Kept record of testing from previous releases in an effective organized manner.
Customer Account Advisor
Bet365
Marlton, NJ
09.2022 - 08.2023
- Answered incoming calls, live chats, and emails from customers to provide assistance in resolving customer inquiries and issues.
- Assisted customers with navigating through the company's website to locate products or services they were looking for.
- Analyzed current processes and identified ways to improve efficiency while maintaining high levels of accuracy.
- Developed strong relationships with customers by providing quality service while meeting performance goals.
- Maintained up-to-date knowledge of company products, services, policies, procedures, and regulations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked closely with Team Leader in order to assist with additional tasks.
Fraud Detection Analyst
TD Bank
Mount Laurel, NJ
04.2020 - 03.2022
- Trained team members on reporting procedures and guidelines.
- Conducted investigative research and analysis to resolve billing discrepancies and computed reserve funds for client rebate discounts.
- Identified fraud patterns and anomalies through analysis of large quantities of data.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Sales and Service Manager
TD Bank
Mount Laurel, NJ
11.2014 - 04.2020
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Interviewed, hired and trained staff to meet company objectives.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Mitigated escalated issues to drive customer satisfaction.
- Troubleshot shortages and overages to support quality control efforts.
- Evaluated employee job performance and motivated staff to improve productivity.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Explained benefits, features and recommendations to maximize client retention.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Assessed departmental operations to determine areas for improvement and support.
- Improved customer service wait times to mitigate complaints.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Conducted training and offered staff development opportunities to decrease process lags.
- Led team engagement to assist cross-functional departments and achieve goals.
Customer Service Representative
TD Bank
Mount Laurel, NJ
12.2008 - 03.2014
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Analyzed customer activity to promote safe and secure environment.
- Upsold products and services to address customer needs and maximize sales.
- Answered inbound calls, chats and emails to facilitate customer service.
- Reviewed account and service histories to identify trends and resolve issues.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Trained new employees on procedures and policies to maximize team performance.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Upheld privacy and security requirements for customer information.
Education
High School Diploma -
Overbrook Senior High School
Pine Hill, NJ06.2008
Skills
- Business Development
- Staff Management
- Employee Motivation
- Business Administration
- Training and Mentoring
- Complex Problem-Solving
- Staff Development
- Strategic Planning
- Process Improvement
Timeline
Customer Technical Support Supervisor
Bet365
08.2023 - Current
Customer Account Advisor
Bet365
09.2022 - 08.2023
Fraud Detection Analyst
TD Bank
04.2020 - 03.2022
Sales and Service Manager
TD Bank
11.2014 - 04.2020
Customer Service Representative
TD Bank
12.2008 - 03.2014
High School Diploma -
Overbrook Senior High School