M. Daniel Moore
Garland,TX
Summary
Explore exciting opportunities in the learning assessment space, and help faculty and students achieve success in their evolving businesses and careers
Deliver world class service by leveraging strong communication and interpersonal skills, as well as extensive experience in team management, onboarding, and training
Engage with a culture that embraces learning, supports development, and encourages both collaboration and individual contribution
Overview
19
19
years of professional experience
Work History
Large Product Fulfillment Lead
Best Buy
Flower Mound, TX
01.2014 - Current
- Administer training and development for veteran agents
- Create content and build onboarding plans for new hires
- Manage and develop interaction quality across a team of 30 agents nationally
- Coordinate with corporate partners, distribution chain leadership, and leaders in the field to solve fulfillment issues in the moment
- Perform research and provide feedback and analysis to improve long-term customer and Agent experience
- Coach and mentor individual agents, help create career and development plans, and facilitate networking and relationship growth
- Manage operations and performance in the moment across a department of 300 employees nationally
- Manage high-profile escalations for business or in-home fulfillment across the customer's order cycle.
Center Production Coordinator
FedEx Office
Richardson, TX
01.2008 - 01.2014
- Operate production facilities and produce a range of projects
- Manage center operations as well as operating shipping and production facilities
- Assist in sales and management of customer accounts.
Shift Supervisor
Starbucks Coffee Company
Plano, TX
01.2006 - 01.2008
- Received 2007 Brew Sale Award
- Delivered outstanding customer service
- Supervised partners and store operations during scheduled shifts and performed opening, closing and cash handling duties.
Education
Collin College
Plano TXSkills
- Live, remote and written communication
- Relationship building and networking
- Coaching and development
- Problem Solving
- Presentation
Experience & Qualifications
- Strong communication and presentation skills, in live and remote spaces.
- Over ten years of leadership experience, with responsibilities including interviewing, hiring and onboarding, employee development, employee evaluations, and business operations
- Remote leader since 2020, hosting and administering training and continuing education, developing employees, managing performance and facilitating engagement via online collaborative platforms
- Extensive experience with telephony, utilization and quality control systems including Finesse, Calabrio, Aspect, AVAYA, CUIC, PowerBI, PowerApps and others
Software Proficiencies
- Microsoft Office - Teams, Outlook, PowerPoint, Word, PowerApps, Excel
- Google Suite - Gmail, Docs, Sheets, Slides
- Cisco Jabber, Finesse & CUIC
- Citrix Workspace, Receiver
- Collaboration/video conferencing platforms - Zoom, Discord, Meet
Timeline
Large Product Fulfillment Lead
Best Buy
01.2014 - Current
Center Production Coordinator
FedEx Office
01.2008 - 01.2014
Shift Supervisor
Starbucks Coffee Company
01.2006 - 01.2008
Collin College