Dan Pagan

Experience

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  Comcast

  May 2014 - Dec 2019

  • SWAT- Tech1 Technical Support

    Aug 2016 - Dec 2019

  • Installation Technician

    May 2014 - Aug 2016
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  United States Marine Corps

  Dec 2014 - Dec 2020

  Field Radio Operator
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  Winston Privacy

  Dec 2019 - Jun 2021

  Level 2 Customer Support Lead - Interim Manager

  I started at Winston in December of 2019, not long after product launch. Initial focus was to improve and refine support offerings through customized interactive support portals and self-help agents. To provide a World Class Customer Experience to each and every user. Refinement and buildout is guided by the ideas of flexibility, scalability, and consistency, while preparing the agents in the department for future growth.Department Buildout:- Enhanced ticketing system by merging the previous ticketing platforms into a single digestible agent portal to ensure an effective and efficient team. - Buildout of internal Knowledge Base- Launched Chat/Voice Support- Refined support best practices, agent interaction methodologies, and agent trainingPeople Focused Management:- Work with internal agents to improve performance with an eye on both current skill refinement and long-term career growth- Working cross functionally with Operations, Reverse-Logistics, Engineering, and Marketing to focus on preexisting challenges and develop better modes of resolution. Show less

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  Paylocity

  Jul 2021 - now

  • Benefits Team Lead

    Jun 2024 - now

  • Support Specialist

    Jul 2021 - Jun 2024