Daniel Medina

Experience

• 

  American Express

  Feb 2006 - Sept 2007

  Credit Analyst

  Collection of past due corporate accounts, Increase credit limit or decrease depending on payment history.

• 

  Best Buy

  Jun 2010 - Aug 2012

  Sales Specialist
• 

  Apple

  Apr 2015 - Mar 2021

  Supervisor/Technical support specialist

  • Supervised a team of technical support agents, handling complex customer issues and ensuring customer retention through proactive solutions and appeasements. • Delivered exceptional customer service, resolving escalated technical issues and maintaining positive relationships with customers. • Developed and maintained performance metrics to drive team success and improve support quality.

• 

  Chime Technologies Inc

  Apr 2021 - Sept 2022

  Customer Support Specialist

  • Assisted clients with CRM-related inquiries and technical troubleshooting, ensuring timely resolution and clear communication of expectations. • Utilized Zendesk to track support tickets and analyze team metrics, improving response time and client satisfaction. • Led the team in achieving high customer satisfaction rates and efficient problem resolution.

• 

  DoorDash

  Oct 2022 - Mar 2025

  • Lead a team of 15 employees, focusing on data-driven coaching to improve team performance by 7% over the course of one year. • Initiated and implemented 3 key projects to address departmental communication gaps, enhancing internal and external communication and improving cross-functional collaboration. • Worked closely with stakeholders to resolve blockers promptly, ensuring smooth operations • Managed workflows, call flows, and data-driven coaching for a team of customer service professionals, resulting in a 30% increase in departmental utilization. • Took on dual responsibilities as both team lead and trainer due to staffing shortages, successfully preparing 3 teams for leadership transitions.• Collaborated with cross-functional teams to analyze trends and identify process improvements.

  • Supervisor Voice Ordering

    Oct 2023 - Mar 2025

  • Merchant Services Senior Team Lead

    Oct 2022 - Oct 2023