Daniel Stone
Herriman,UT
Summary
Proven Support Director with a decade of dedicated experience, consistently driving positive transformations within the customer journey. Recognized for implementing successful enhancements and leading by example in fostering change. As a subject matter expert, I bring creative strategies to efficiently manage high-volume support tickets, ensuring a seamless customer journey and optimal operational satisfaction.
Overview
11
11
years of professional experience
Work History
Director of Customer Support
Postscript
06.2023 - Current
- Directed the support organization and maintained an average 94% CSAT and less than 2 minute first response time within our chat channels.
- Acted as the Zendesk admin for the company and implemented systematic changes to improve support optimization.
- Reported to the executive team on a quarterly basis on the customer journey, satisfaction, and technical trends that the support organization was seeing.
- Managed three different teams within the support organization. Specialties within technical support, compliance support, and general support.
- Led global support initiatives to address areas such as new product training, new process and tool training, new goals and standard methodologies.
- Developed and maintained strong partnerships with business operation teams to inspire change within defined processes and workflows.
- Managed our WFM plattform (Assembled) and created the support team's schedules on a monthly cadence. Would also do any real-time updates when needed.
Manager, Customer Support
PointClickCare
11.2022 - Current
- (10+) Managed a team of customer support agents that worked on ensuring data integrity within health data systems, and ensured HIPAA regulations were met.
- Maintained a 90% CSAT average within both email and chat channels.
- Partnered with Customer Success organization to ensure quick response to customer escalations and enhance the customer experience.
- Collaborated with product and engineering teams in identifying product gaps, technical bugs, and systematic improvements that can improve customer satisfaction.
- Managed support team's schedule based on forecasted data that was pulled from Salesforce.
- Collaborated with other support leaders in improving customer operations and suggested improvements in coaching our employees.
Concierge Manager
Knowde
03.2022 - 09.2022
- (5+) Managed a support team of agents that provided assistance with sample request on the Knowde plattform.
- Implemented and managed our ticketing support and phone systems via ZenDesk. This included managing configurations and platform design.
- Coached, supported, and developed a team with the goal of continuous growth and skill improvement.
- Tracked and optimized team metrics such as overall productivity, efficiency, and customer satisfaction. Improved overall efficiency by 80% over the past six months.
- Collaborated cross-functionally to refine procedures, devise best practices, and enforce quality metrics.
- Worked closely with product leads and engineering to develop the ideal customer experience for both suppliers and buyers on the Knowde platform.
- Assisted with the day to day management of our Salesforce instance.
Product Support Manager
Podium
07.2021 - 03.2022
- Managed a team of 20+ Product Support Agents that aimed to provide a world-class support experience through high quality service and efficiency.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Worked closely with cross-functional departments to determine process improvements and proper customer service level agreements.
- Monitored metrics and developed actionable insights to improve efficiency and performance through Salesforce reporting.
- Collaborated with our admin team in developing the optimal setup for our Salesforce. Additionally, was the main developer in designing reporting dashboards and reports for those within the Customer Success department.
- Served as manager of our BPO partners. This included providing direction and strategy in providing customer service through our chat widget.
Customer Support Consultant
Lambda School
07.2021 - 12.2021
- Recognized escalation needs and connected customers with advanced support staff.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Troubleshoot problems with software, hardware, and networking for users.
- Worked with the software development team on reported errors and bugs on newly released software and assisted in the deployment of release fixes.
- Provided primary customer support to internal and external customers.
- Served as subject matter expert on customer service performance metrics analysis, design, and development.
Operations Support Manager
Lambda School
04.2020 - 07.2021
- Oversaw day-to-day operations, including supervising a 5-person team across a remote environment.
- Evaluated upcoming program plans to forecast expected resource needs.
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
- Collaborated with IT and business teams to develop and enhance architecture in order to better track business KPIs.
- Developed project management roadmap to define project objectives, timelines, and milestones.
- Collaborated with process owners to refine procedures, devise best practices, and correct quality audit findings.
- Implemented policies and standard operating procedures for continuous improvement.
- Provided customer support metrics and analysis to support the executive leadership in strategic planning.
- Investigated bottle-neck issues to determine causes and develop solutions
- Managed our ZenDesk platform user configurations, reporting, and workflows.
Community Operations Manager
Lambda School
08.2019 - 04.2020
- Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
- Collaborated with process owners to refine procedures, devise best practices, and correct quality audit findings.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer, and employee input and feedback resulting in clearer and more useful instruction for users.
- Maintained constructive client and vendor relationships.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Advanced productivity KPIs by leading training on procedures.
- Provided primary customer support to internal and external customers in a fast-paced environment.
- Collaborated with Student Success and Admission team to achieve improved CSAT and efficiency metrics.
Roadside / Service Support Supervisor
Tesla
11.2018 - 08.2019
- Managed team of 15+ employees, overseeing hiring, training, and professional growth of employees
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Prepared daily case reports assisting business leaders with key decision making and strategic operational planning.
- Established and implemented effective training programs to maximize team performance.
- Tracked and documented metrics, and evaluated trends.
- Monitored employee and customer interactions to assess the quality of service.
- Developed a Quality Assurance system to improve agent accountability.
Service Support Specialist
Tesla
01.2018 - 11.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in a fast-paced environment.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Entered customer interaction details in Salesforce to track requests, document problems, and record solutions offered.
- Assisted customers with setting appointments, shipping, and special order requests, and arranging vehicle pick-up at other locations.
Call Center Sr Specialist (Operations Manager)
JCPenney
06.2018 - 05.2019
- Managed team of 70+ employees, overseeing hiring, training, and professional growth of employees.
- Developed quality employees within the call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Effectively managed assigned cases, collecting and documenting details as needed.
- Conducted performance reviews to reduce resolution times and improve customer satisfaction ratings.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Determined quality assurance benchmarks and set standards for improvement.
- Performed forecasting to identify necessary changes for supply chain business.
Operations Supervisor
Netflix
03.2015 - 11.2017
- Managed team of 25+ employees, overseeing hiring, training, and professional growth of employees.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Motivated and trained employees to maximize team productivity.
- Performed root cause analysis in deficient areas to identify and resolve central issues.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Customer Service Lead
Suncrest Solar
02.2014 - 04.2015
- Managed team of 15+ employees, overseeing hiring, training, and professional growth of employees.
- Coached new team members on service techniques and provided scoring through a quality assurance program.
- Stepped up to assist with complaints and issues during times of department short staffing.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Overnight Manager
GrubHub
01.2013 - 04.2014
- Managed team of 5+ employees, overseeing hiring, training, and professional growth of employees.
- Oversaw and participated in night crew activities to maximize customer satisfaction.
- Offered administrative oversight by maintaining routine records and performing a variety of clerical work activities related to operations.
- Created nightly shift task lists to assign duties to each employee.
- Prepared, planned, and implemented training programs to support ongoing staff development.
- Organized shift meetings to communicate and resolve all issues for night operations.
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma - General Studies
Alta High School
Sandy, UT2005
Skills
- ZenDesk Admin
- Salesforce Admin
- Data Analysis
- Business planning
- Staff Management
- Employee Training
- Call Volume Analysis
- Employee Coaching
- Work flow planning
- Risk analysis and management
- Management information systems
- Project development and life cycle
Languages
Spanish
Professional Working
Timeline
Director of Customer Support
Postscript
06.2023 - Current
Manager, Customer Support
PointClickCare
11.2022 - Current
Concierge Manager
Knowde
03.2022 - 09.2022
Product Support Manager
Podium
07.2021 - 03.2022
Customer Support Consultant
Lambda School
07.2021 - 12.2021
Operations Support Manager
Lambda School
04.2020 - 07.2021
Community Operations Manager
Lambda School
08.2019 - 04.2020
Roadside / Service Support Supervisor
Tesla
11.2018 - 08.2019
Call Center Sr Specialist (Operations Manager)
JCPenney
06.2018 - 05.2019
Service Support Specialist
Tesla
01.2018 - 11.2018
Operations Supervisor
Netflix
03.2015 - 11.2017
Customer Service Lead
Suncrest Solar
02.2014 - 04.2015
Overnight Manager
GrubHub
01.2013 - 04.2014
High School Diploma - General Studies
Alta High School
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