Overview
Work History
Education
Skills
Timeline
Generic

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, NJ
06.2008

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

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Daniel Soistmann Jr