Daniel Smith

Experience

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  Citi

  Jan 2006 - Dec 2010

  Communicate performance to all levels of organization. Work with clients, both management and staff, to provide higher-level assistance. Serve as the point of contact for clients and work with them to ensure the quality and timely completion of tasks. Strive for best-in-class operations that provide the agreed-upon services to all clients. Define, document, and implement strategies for day to day management of supported groups. Analyze impacts to daily service metrics and provide creative solutions to meet business needs. Develop and provide MIS reporting to management teams. Designed multiple excel applications and associated training manuals to increase reporting accuracy, efficiency, and performance predictive ability. Show less

  • Workforce Management Intermediate Analyst

    Feb 2008 - Dec 2010

  • Workflow Coordinator

    Jan 2006 - Feb 2008
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  Homeward Residential, Inc.

  Dec 2010 - Aug 2012

  Dialer Administrator

  Worked with multiple Aspect systems including Advanced List Management and Unified IP to perform predictive Dialer Operations including building services (campaigns), monitoring list penetration, and taking measures to ensure completion of all accounts. Designed and implemented strategies for ALM Optimizer to improve outbound dialing effectiveness through ALM. Maintained UIP and ALM systems to ensure redundancy in case of an outage. Developed, managed, and trained individuals on these COB procedures. Improved existing Excel reports to increase accuracy, reduce errors, and save time. Created manuals for new procedures and worked with individuals to improve their analytical and problem solving skills. Show less

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  Citi

  Aug 2012 - Oct 2015

  Senior leader responsible for managing day to day operations for the TCC (Telephone Command Center) including hiring, training, developing, and managing all direct reports. Report and analyze MIS to ensure performance metrics are maintained at all times for all responsible businesses. Work with routing/IVR team to develop strategies and create SOWs to optimize contact center efficiency, improve client experience, and streamline processes to align with department best practices. Lead weekly meetings with Operations leaders to make recommendations and coordinate strategy to ensure we're meeting their goals as well as ours. Oversee the prompt resolution of all call routing and host related issues. Work in conjunction with all Global Workforce Management and Partners to forecast staffing requirements for plan coverage, and manage call routing. Make evaluative judgments to solve problems based on analysis of historical/real time information. Lead others to resolve problems by identifying and selecting solutions through leveraging technical experience. Show less Manage day to day operations for the TCC (Telephone Command Center) including the hiring, training, developing, and managing all direct reports. Report and analyze MIS to ensure performance metrics are maintained at all times for all responsible businesses. Oversee the prompt resolution of all call routing and host related issues. Work in conjunction with all Global Workforce Management and Partners to forecast staffing requirements for plan coverage, and manage call routing. Make evaluative judgments to solve problems based on analysis of historical/real time information. Lead others to resolve problems by identifying and selecting solutions through leveraging technical experience. Show less Communicate performance to all levels of organization. Work with clients, both management and staff, to provide higher-level assistance. Serve as the point of contact for clients and work with them to ensure the quality and timely completion of tasks. Strive for best-in-class operations that provide the agreed-upon services to all clients. Define, document, and implement strategies for day to day management of supported groups. Analyze impacts to daily service metrics and provide creative solutions to meet business needs. Develop and provide MIS reporting to management teams. Designed multiple excel applications and associated training manuals to increase reporting accuracy, efficiency, and performance predictive ability. Worked with peers across multiple sites to streamline processes and increase consistency across WFM. Show less

  • Workforce Capacity Manager (VP)

    Sept 2014 - Oct 2015

  • Workforce Management Senior Supervisor (AVP)

    Oct 2013 - Sept 2014

  • Workforce Management Intermediate Analyst

    Aug 2012 - Oct 2013
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  CO-OP Financial Services

  Oct 2015 - Apr 2016

  Sr. Workforce Manager

  Senior leader responsible for managing day to day operations including hiring, training, developing, and managing all direct reports. Report and analyze MIS to ensure performance metrics are maintained at all times for all responsible businesses. Work with senior call center Leadership to design and optimize contact center efficiency, improve client experience, and streamline processes to align with department best practices. Lead weekly meetings with operations management to make recommendations and coordinate strategy to ensure we're meeting their goals as well as ours. Oversee the prompt resolution of all call routing and host related issues. Forecast staffing requirements for plan coverage and manage call routing. Make evaluative judgments to solve problems based on analysis of historical/real-time information. Lead others to resolve problems by identifying and selecting solutions through leveraging technical experience. Oversee daily performance and provide coaching as needed. Show less

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  UnitedHealth Group

  May 2016 - Nov 2016

  Team Lead Workforce Reporting

  Team Lead responsible for managing the compiling of daily reports, validating data accuracy and delivering updates. I partner with operations leaders to determine their reporting requirements and project scope. Present requirements to team and determine data sources needed and allocate resources. Provide updates to operations on development and ensure proper implementation of finished project. Share best practices with reporting team and provide innovative designs for new projects, process improvements, or enhancements to existing projects. Investigate data issues to determine root cause, provide updates, and find resolutions in a timely manner. Show less