Daniel Tromp
Mukwonago,WI
Summary
I am a strategic and self-motivated business professional with 25 years of experience. I am passionate about managing and growing employees’ career paths. I am excellent at problem resolution, customer service and working for. My professional successes have led to swift promotion based on my strong work ethic, attention to detail and enthusiasm. Include Supply Chain and Logistics emphasis
Overview
25
25
years of professional experience
Work History
Support Services Manager
Batteries Plus
05.2016 - Current
- Oversee strategic direction of Order Management, Product Support and Customer Care contact centers for a 700 plus store network
- Including order management process improvements, quality solutions and product training
- Implemented training with product support leadership to train new associates as well as increase overall product knowledge base among teams
- Partner with cross functional teams including Product Management, IT, Quality Assurance and Marketing to deliver on key initiatives and promote key categories as well as new program initiatives ensuring approved vendor participation
- Execute order management strategies to provide superior order fulfillment to a store network and ecommerce fulfillment, nationwide
- Act as a liaison between the Supply Chain, DC Operations and Transportation teams for optimization and performance improvement of order execution to ensure efficient flow of customer orders
- Analyze employee performance and daily workloads to help coach managers on implementing development and growth plans for a 25 member team, executing mid year and annual performance reviews
- Implemented and oversaw the New Store Order procedure and processes for 40-50 new store locations annually
- Led a team that processes 3000 special orders and over 100k inquiries annually
- Lead, develop and launch new programs and support initiatives for store network
- Identify and action support trends to gain efficiencies in day to day inquiry volume and streamline work
- Analyze trends and resource needs in order to develop and deliver monthly KPIs to senior management and executive team
- Partnered with IT, and an industry partner, to test, develop and deliver a new contact center solution in spring of 2023
- Handle, Analyze and action customer care complaints as a tier three liaison, implementing a customer focus mindset balanced with company initiatives and policies
- Led and implemented fraud protection strategies for online drop ship and buy online pickup in store transactions
- Reducing fraud across Batteries Plus store network to 0.4%
Support Services Supervisor
Batteries Plus
10.2012 - 04.2016
- Led Battery product training on all categories including Sealed Lead Acid, Starting Lighting and Ignition and all related charging and charger accessories
- Partnered with the training department and other cross functional departments to develop and lead training meetings for internal teams
- Managed and Supervised the day to day operations of Customer Care and Product support contact centers including staff recruitment and developed performance to established metrics and goals
- Drove product training and research capabilities, identifying opportunities for continuous improvement through the implementation of quality solutions
- Direct report coaching to development and achieve long term personal and career goals
- Acted as a point of escalation to troubleshoot product related inquiries and customer escalations
- Reported on daily call analysis and volume trend metics to provide staffing recommendations and call mitigation strategies
- Partnered with cross functional teams and vendors to increase contact center knowledge base and promote key company initiatives
- Managed the company damage and liability claim process
- Completed bi-weekly payroll for 23 employees.
Product Manager
Batteries Plus
03.2006 - 09.2012
- Knowledge expert and training lead for internal teams, store network and consumer in product categories relative to product capability, technical specifications, usage and features. ● Managed specific product categories to performance metrics, contributing over 22% of overall company revenue ($145m). ● Maintained vendor relationships driving down product costs to maintain margin targets and profitability for Batteries Plus distribution and logistics division. ● Managed sourcing of line extensions for target categories with domestic and international vendor partners. Collaborated with Sourcing, Marketing and Quality Assurance teams to launch target categories and products to the store network. ● Created and communicated vendor program and product updates and support of all stores with approved vendor related issues.
Product Support Sales Representative
Batteries Plus
03.1999 - 02.2006
- Answered an average of 90 inquiries daily to problem solve battery related questions from all Batteries Plus locations.
- ● Assisted consumers with ecommerce and customer service related inquiries
Education
Police Science
St. Mary’s University
Winona, MNSkills
- Operations Management
- Building Maintenance
- Compliance Management
- Incident Management
Professionalexperience
Responsible for managing over 75 employees over a period of 14 years.
Volunteer Experience
Faith and Action, Former Committee Member, Generate food donations for Repairers of the Breach
Timeline
Support Services Manager
Batteries Plus
05.2016 - Current
Support Services Supervisor
Batteries Plus
10.2012 - 04.2016
Product Manager
Batteries Plus
03.2006 - 09.2012
Product Support Sales Representative
Batteries Plus
03.1999 - 02.2006
Police Science
St. Mary’s University