Daniel (DJ) Glass
Customer Experience Manager
Denver,CO
Summary
Passionate about learning and training individuals on all aspects of selling, prospecting and forecasting. Mass experience in customer relationship building and development. With a focus on employee growth, accountability and achievement. Motivated professional offering 10 years in home improvement sales . Adds value to any organization in need of great collaboration, interpersonal, and multitasking abilities. Meets tight deadlines every time.
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Mesa Verde Logistics
02.2021 - Current
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Pro-actively searched out opportunities for upselling, shipment consolidation and internal process organization.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Purchasing Agent
American Medical Sales & Rentals Centennial
08.2018 - 06.2020
- Purchase pre-owned oxygen equipment, maximize inventory, oversee full payment and ensure quality of equipment.
- 2) Facilitate equipment repair with manufactures, repair facilities and customers to ensure an exceptional customer experience by over communicating the process to each customer and managing the repair timeline.
Top Tier Sales Rep, Sales Rep
Xanterra Parks and Resorts Denver Tech Center
11.2017 - 07.2018
- Manage and prepare parties full National Parks experience including The Grand Canyon, Glacier, Zion, Crater Lake & Ohio State Parks.
- Organize and verify availability of space and activities.
- Educate customers on sights, group or individual activities and prepare cost analysis and pricing to ensure profitability, within each budget.
Sales Representative
Granite Transformations
03.2016 - 07.2017
- Prospect and develop new customers through home shows, walk ins and installations.
- Meet with customers in-home to collaborate on design, material and installation method.
Roofing Sales & Production Manager
LeafGuard (Beldon)
01.2013 - 06.2015
- Performed comprehensive market research to expand sales.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Developed key customer relationships to increase sales.
- Improved profitability and developed pipeline using multiple marketing channels and sales strategies.
- Constructed targeted sales presentations to solicit prospects in geographic parameters.
Manager
DaBella
08.2011 - 12.2013
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Facilitated exceptional sales and performance results by focusing on continuous improvement approaches and capitalizing on emerging market opportunities.
- Drove financial performance of assigned areas by verifying achieved sales and profit goals and implementing plans to correct deficiencies.
Division Manager
Penguin Windows
08.2007 - 02.2011
- Staffing, training, yearly & monthly projections, lead & sales projections, maintaining average sale, closing percentage, dollars per lead and over all volume, while implementing new policies to maximize efficiency.
Education
No Degree - Business Administration
Tacoma Community College Online
Tacoma, WASkills
- Pricing strategy development
- Contract negotiation proficiency
- Documentation guidelines
- Cost analysis and pricing
- Comprehensive project management
- Consistent work ethic
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Adherence to high customer service standards
- Complaint resolution
- Team building and leadership
- Effective workflow management
- Customer relationship management (CRM)
- Exceptional telephone etiquette
- Conflict resolution techniques
- Relationship building
- MS office
- Handling escalations
- Issue resolution
- Effective issue resolution
- Cross-functional collaboration
- Critical thinking
- Staff training
- Positive and constructive feedback
- Training and coaching
- Customer retention
- Conflict management
- Staff management
- Project management
- Escalation handling
- Work prioritization
- Skilled trainer
- Call center operations
- Staff education and training
- Proficient in [software]
Timeline
Customer Service Manager
Mesa Verde Logistics
02.2021 - Current
Purchasing Agent
American Medical Sales & Rentals Centennial
08.2018 - 06.2020
Top Tier Sales Rep, Sales Rep
Xanterra Parks and Resorts Denver Tech Center
11.2017 - 07.2018
Sales Representative
Granite Transformations
03.2016 - 07.2017
Roofing Sales & Production Manager
LeafGuard (Beldon)
01.2013 - 06.2015
Manager
DaBella
08.2011 - 12.2013
Division Manager
Penguin Windows
08.2007 - 02.2011
No Degree - Business Administration
Tacoma Community College Online
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