Daniel Nichols

Experience

• 

  Thomson Reuters

  Dec 2012 - Apr 2019

  • Maintain liaisons with state taxing authorities in order to keep up with legislative changes.• Organizer teambuilding and volunteer events to encourage development of supportive team cohort.• Boosted usability and reduced technical support calls by leveraging regression and unit testing to identify, track, and resolve software bugs.• Align objectives and bridge communications with customers to resolve issues and inquiries throughout the year, especially during the last week of peak filing season. • Carry out impact analysis on business processes for client enhancement requests or legislative and technological changes.• Partner with QA testing teams to identify enhancements and bugs; implement development and UX changes. • Interface directly with high-priority customers to show appreciation for their business and to ensure their troubleshooting issues have been resolved fully and efficiently.• Gather requirements utilizing research and discovery skill, and analysis; support the ongoing management of the requirements.• Design input forms for clients based on requirements provided by state taxing authorities or by analyzing tax forms.• Collaborated with cross-functional teams to deliver positive consumer experiences. Show less • Respond to customers' inquiries relating to technical issues via Salesforce and custom proprietary software.• Train and advise clients on the best practices, proper use, features and benefits of products.• Build trusted relationships with key internal and external stakeholders.• Log and classify all calls and requests for assistance in the call tracking database.• Work with development to identify and QA test bug fixes and assist QA with software testing depending on product.• Interacts with client staffs to understand business needs and recommend services and enhancements that achieve client objectives• Documented correspondences and conflicts with clients in Salesforce to ensure proper resolution tracking and documentation for future analysis of process improvement• Provided customer training for various ONESOURCE software in-person and via phone.• Assisted Account Managers in building and maintaining relationships with existing clients.• Collaborated with other support teams involving integration between ONESOURCE products.• Managed customer expectations regarding estimated response times for issue resolution• Provided escalation support to junior level staff on complex technical issues and at-risk clients.• Ability to simplify technical jargon and translate it into comprehensible documentation for our clients and new trainees.• Mentored and assisted new team members in learning the processes and procedures required to deliver excellent customer service.• Developed and assisted management in facilitating training programs. Show less

  • Business Analyst

    Mar 2016 - Apr 2019

  • Senior Product Support Representative

    Dec 2012 - Mar 2016
• 

  Landry's Saltgrass Steakhouse

  Apr 2019 - May 2020

  Bartender

  • Previously employed at same location from Aug 2008 to Dec 2011; Testament of relationship building and retention skills.• Assessing bar customers’ needs and preferences and making recommendations.• Utilizing short term memory to keep track of each customer’s orders and long term memory to remember regular customers, their orders, and recipes for mixed drinks.• Monitoring customer’s verbal and nonverbal cues to identify excessive alcohol consumption.• Ability to organize orders in order to increase efficiency and reduce wait time for customers.• Demonstrating interpersonal skills and active listening in order to build rapport with customers and build long lasting relationships and encourage repeat visits. • Interacting with customers, taking orders and accurately serving snacks and drinks.• Preparing alcoholic or non-alcoholic beverages for bar and patrons.• Multitasking to complete cleaning and inventory management tasks while completing bartending duties and keeping track of customer’s payment status. • Exhibiting excellent stress management skills in order to provide customers with a friendly, clean, and timely experience.• Flexible and dependable team member; Frequently cover shifts for coworkers with last minute scheduling conflicts.• Processing credits cards, reconciling cash drawers, answering phone calls, taking and preparing To-Go orders. Show less

• 

  EZLynx

  Nov 2020 - Jan 2022

  Support Analyst

  • Took ownership and researched with customers to fully diagnose issues, and then developed creative solutions and responded within established timelines• Provided excellent analytical, written and verbal communication skills• Communicated and collaborated with peers, customers and upper management for ticket resolution• Demonstrated initiative to be a self-starter, keeping up to date on product additions and changes• Improved processes by writing thorough documentation of new issues’ resolutions and best practices.• Prioritized day-to-day activities in a fast-paced environment• Utilized aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks. Show less

• 

  Toyota North America

  Jan 2022 - now

  • Conduct virtual vehicle inspections to evaluate warranty applicability• Gather repair diagnoses/associated costs and compare against consumer analysis• Determine total repair costs and evaluate buyback eligibility• Research parts delivery supply chain and write delivery and labor estimates• Design clear and concise project timelines and communicate expectations to Toyota owners• Negotiate repair pricing with authorized dealers and service managers• Document information related to product concern and decisions consistent with warranty claim standards and state laws• Evaluate and handle warrantable and non-warrantable payments and provide final position of claims • Review cost benefit analysis and owners loyalty history to determine appropriate goodwill payments• Regulate emotions of frustrated Toyota vehicle owners with the goal of customer retention• Collaborate with cross-functional teams: regional management, legal, financial services, vehicle marketing and communications • Continue self-education on vehicle engineering, service/recall protocols, and company policies and warranties Show less • Maintain ownership of incoming email/chat communication while documenting all interactions, warranty issues, recalls, and automotive history in the Guest Engagement Platform application (GEP) • Investigate, analyze, and resolve various concerns/inquiries relating to Toyota and Lexus products (i.e. requests for financial assistance, concerns that are dealer, sales, service, or product related)• Collaborate with dealership and Sales & Service management to determine warranty coverage applicable to customer inquiries and requests in effort to retain customer Show less • Mentored nearly 20 new hires during their nesting and P2P phaseso Recognized by management for mentorship quality• Collaborated and consulted with various cross-functional departments such as Vehicle Marketing and Comms, PR, and Legal for Million Mile Highlander HV giveawayo Presented giveaway results during a companywide forum and C-suite executiveso Recognized on Toyota Newsroom and CarBuzz.com: https://carbuzz.com/news/owner-of-million-mile-toyota-highlander-destroyed-by-hurrican-ian-gifted-brand-new-one• Supported team success by providing ad-hoc training and providing relevant references within Knowledge Management (KM)• Combines active listening with proactive decision-making skills to cost-effectively benefit and retain Toyota customers Show less

  • Case Manager

    Mar 2022 - now

  • Brand Engagement Advocate - Digital Communications

    Jan 2023 - Mar 2023

  • Customer Relations Specialist

    Jan 2022 - Jan 2023