Summary
Overview
Work History
Education
Skills
Timeline
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Danielle Bonicelli

Danielle Bonicelli

Cartersville,GA

Summary

Diversity, Equity & Inclusion Trailblazer with 20+ years of analyzing/implementing strategy while producing motivated employees. Talented professional recognized for exceptional leadership and interpersonal skills. Looking to apply experience with Operational Efficiency and Performance Improvement in your organization, increasing growth, profitability, and NPS.

Overview

22
22
years of professional experience

Work History

Digital Care Supervisor

Comcast
07.2016 - Current
  • Manages social strategies in accordance with corporate goals while managing day-to-day customer service operations of social media team.
  • Created NPS Huddle process, ensuring huddle adherence and cohesion for department with focus on eNPS and tNPS.
  • Designed Digital Care Podcast SharePoint site, Podcast MS Teams Channel, and guidelines, ensuring resource availability.
  • Directed production of various podcasts ranging from Manager Updates, Quality Tips, Career Growth, and The Chopped Challenge to increase knowledge and engagement.
  • Developed processes to assist supervisor onboarding including Onboarding Guide and Supervisor Walk-Through which details steps on daily functions and responsibilities.
  • Created Supervisor Scorecard to ensure specific and measurable goals and expectations for leaders.
  • Analyzed eNPS YourVoice survey results and identified 65% gap in DE&I engagement across various teams; developed DE&I committee and monthly inclusive newsletter by meeting with key stakeholders to ensure inclusion.
  • Created process using Digital Care’s engagement tool, Sprinklr, to ensure proper case flow, increasing continuity with agents and decreasing handle time and customer abandonment.
  • Checked final products for quality and durability, ensuring high-quality and long-lasting work.
  • Trained new hires in quality and productivity standards to maximize team effectiveness.

Customer Care Supervisor

DIRECTV
09.2012 - 07.2016
  • Created, and fostered positive, highly productive, and purposeful team, earning #1 in Enterprise for Protection Plan Sales in 2015 and trip to Las Vegas.
  • Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
  • Monitored compliance risks while adhering to safety protocols.
  • Developed supplemental training program to resell value of premium services, eliminating transfers to premium retention group and reducing overall transfers by 26%, and 5% lift on NPS.
  • Identified and executed process improvements as needed as it relates to Continuous Management System (Six Sigma) using Issue Identification and Mapping, Performance Transparency, Huddles, and Elevations.
  • Demonstrated leadership skills in managing projects from concept to completion.

Sales Support Supervisor

Sprint
10.2001 - 12.2011
  • Onboarded, coached, mentored, and developed teams to maximum productivity and commission payout while aiding in increase of Sprint's Customer Service Satisfaction Index and ratings with JD Powers.
  • Collaborated with workforce management, IT, HR, finance, and management to launch and manage 1st Work from Home project for Chat Support decreasing overall center cost and increasing employee satisfaction.
  • Moved center to #1 due to exceeding maximum achievements by creating competitive, high-energy environment for employees earning The Circle of Excellence Award and trip to Puerto Rico.
  • Engineered new commission structure for Customer Care team to ensure proper profit-sharing and eliminate unnecessary expenses; lowered customer care costs by 15% and increased employee satisfaction ratings by 20%.
  • Utilized raw data to identify primary reasons for Repeat Callers, built action plan for Top 5 and reduced Repeat Callers by 22%.
  • Initiated Management Development program, providing opportunities for Supervisors to grow their careers.
  • Organized promotional events and interacted with community to increase sales volume.

Education

Dale Carnegie Leadership Course And Certification -

Dale Carnegie & Associates
Aurora, CO
05.2009

Associate of Applied Sciences -

Cambridge College
Denver, CO
06.1998

Skills

  • Project Management
  • Motivator/Developer
  • Critical Thinking
  • Communication
  • Process Improvement
  • Management (Operations and Strategy)
  • Social Media Content Writing
  • Search Engine Optimization Practices
  • Social Media Platforms
  • Account Management
  • Process Improvement Initiatives

Timeline

Digital Care Supervisor

Comcast
07.2016 - Current

Customer Care Supervisor

DIRECTV
09.2012 - 07.2016

Sales Support Supervisor

Sprint
10.2001 - 12.2011

Dale Carnegie Leadership Course And Certification -

Dale Carnegie & Associates

Associate of Applied Sciences -

Cambridge College

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Danielle Bonicelli