Daniel Velardo
Wake Forest,NC
Summary
Result-focused Clinical Call Center Specialist offering 10+ years of organizational leadership experience, 12+ years of business development experience, and 7+ years of University and College engagement. Driven to transform high-potential staff into outstanding leaders by developing, leading and maintaining large teams in a highly active environment. Proven to demonstrate creativity, passion and savviness, critical to operational success in today's 21st century business environment.
Overview
10
10
years of professional experience
Work History
Clinical Call Specialist
Oak Street Health
Raleigh, NC
12.2021 - Current
- Manage inbound and outbound calls from patients and help them by scheduling clinic visits, resolve patient issues, and communicate patient needs and requests to the care teams in the clinics.
- Provide support to team members on a daily basis, encouraging team work, personal development and optimum call quality performance.
- Consistently hit Individual Adherence Goals (+90%) and Call Quality Adherence Goals (+90%) while surpassing company expectations.
- In Q1 of 2023, Monthly Score Card Average Results: January: 97.5%, February: 95% and March: 100% (Q1 Average: 97.5%).
- In Q2 of 2023, Monthly Score Card Average Results: April: 100%, May: 100%, and June: 97.5% (Q2 Average: 99%).
- Nominated by the PXSP Quality Assurance Team, 3 times in the month of March 2023, for demonstrating the Oaky Way Value/Service Standard of Dependability (2x) and Competence (1x).
Human Resource Supervisor
United Parcel Service
Lynnfield, MA
05.2020 - 07.2021
- Conducted interviews for UPS Employees (Managed the entire employment process at UPS Lynnfield, MA. and UPS Wilmington, MA).
- Evaluated employee performance using AE (Automated Employment) software, ensuring company standards and principles being upheld.
- Applied my knowledge of Microsoft Office: Excel, Word, and Power Point to create documents, presentations and evaluations (Performance Reports, Actively Logs, Scheduling, Forecasting, and Data Entry).
- Regularly updated Human Resource Database (Back-Office Portal) while managing all human resource documentation, including new hire letters, employee contracts and corporate policies and procedures.
General Manager
Sunrise Restaurant
Peabody, MA
12.2018 - 02.2020
- Overseen daily business activities; Hired, trained and managed team members with business practices, policies and SOP's.
- Generated performance reports, balance sheets, and income statements; evaluating information and projecting simulations.
- Increased overall monthly sales volume 35% in my first year as General Manager (January Total: $28,000 to December Total: $37,800).
- Established a 4.8 Star Rating on Google Reviews (Out of 5 Stars): Increasing from a 3.2 Rating in January 2019 (Additional 35+ Reviews via 50% increase in Satisfaction).
Logistics Coordinator
Menzies Aviation
Boston, MA
11.2016 - 02.2019
- Coordinated with multiple carriers and management staff to process inbound and outbound FedEx mail operations (BOS: Logan Airport).
- Directed team activities by establishing task priorities and providing guidance, support and feedback.
- Determined response to effectively deal with emergencies, accidents and breakdowns in high pressure situations.
- Originally hired as a Designating Mail Sorter (4 months), promoted to Originating Builder (6 months) , then promoted to Logistics Coordinator.
Store Operator
Adecco - Google Express Boston
Boston, MA
12.2013 - 12.2015
- Executed daily shopping tasks and inventory validation checks, using a range of Google integrated CRM software systems.
- Identified root causes of service failures and implemented appropriate remediation measures to prevent future issues.
- Stayed informed of logistics technology advances to apply appropriate solutions and improve processes.
- Generated a 100% completion rate for all products picked, paid, and packed throughout my two-year contract.
- Participated in a 5 member team, selected out of 75 team members, to perform as Brand Ambassador and Operations Analyst; insuring business growth and development for launch of Google Express in Boston, MA.
Education
Certification - Business Statistics And Analysis Specialization
Rice University
2021
Associate of Science - Business Management
North Shore Community College
2015
Bachelor of Science - Business Marketing
University of Massachusetts, Dartmouth - Charlton College of Business
2013
Skills
- Customer Service
- Policy/Operations Development
- Team building and motivation
- Recruiting, hiring and training
- Performance management
- Personal development
- Data analysis/Statistics
- Critical thinking
- Organizational skills
- Computer/Technology skilled
Accomplishments
- Amazon Web Services: Certified Cloud Practitioner
- Inbound Marketing Certified Professional: Honors Distinction Achievement
- UMASS Dartmouth Center for Marketing Research: 'Enrollment Study' Marketing Research Award
- Strategic Marketing Action Plan Competition: Awarded 1st place (MKT 442 Marketing Research)
- Mentor for kids in the Boys and Girls Club (Mass and Florida)
- Volunteer for the American Red Cross, Jimmy Fund, and the American Cancer Society
- UMass Dartmouth: Film Club (President), MIS Business Group, Outdoor Club and Theta Delta Chi Fraternity
- Regional Champion - Member of the Robotics Program: Northeastern University (2008)
- Varsity Wrestling - Team Captain, Varsity Golf and Varsity Track: Winthrop High School (2008)
Additional Career Experiences
Bradford Airport Logistics: Logistics Specialist (6 Months)
Orig3n: Brand Ambassador (Part-Time 2 years)
Productions Plus: Authorized Dealer (Part-Time 2 Years)
Total Quality Logistics: Logistics Account Executive (4 Months)
Toyota of Deerfield Beach: Sales Consultant (4 Months)
Wyndham resort: Banquet Server (1 Year)
Sodexo (Rep: Virgin Atlantic): Bartender & Lead Server (Part-Time 3 Years)
VEMMA: Diamond Leader (Part-Time 2 Years)
Freedom Zone (Brisk Iced Tea): Marketing Manager (6 Months)
Timeline
Clinical Call Specialist
Oak Street Health
12.2021 - Current
Human Resource Supervisor
United Parcel Service
05.2020 - 07.2021
General Manager
Sunrise Restaurant
12.2018 - 02.2020
Logistics Coordinator
Menzies Aviation
11.2016 - 02.2019
Store Operator
Adecco - Google Express Boston
12.2013 - 12.2015
Certification - Business Statistics And Analysis Specialization
Rice University
Associate of Science - Business Management
North Shore Community College
Bachelor of Science - Business Marketing
University of Massachusetts, Dartmouth - Charlton College of Business
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