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Customer Service Management

United States
October 17, 2016

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Daniel Hassett

Performance Improvement Consultant

Okemos, MI - 248-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer


Performance Improvement Consultant

CSIG HOLDING COMPANY - Brighton, MI - July 2015 to September 2016 Strategy and performance consultant engaged by senior housing group (dba Independence Village and Story Point) to enhance healthcare profitability.

• Developed new pricing structure. Wellness services were not profitable in higher care packages and division was operating at a loss, while not grasping the total true cost of care. Results: Coordinated with stakeholders to implement new pricing system with statistically derived level boundaries with markedly improved revenue gains. True cost of care able to be projected forward 30 days for labor scheduling.

• Created resident risk assessment tool. Unexpected resident move-outs due to death or health concerns a major cost center, senior executives concerned. Results: Model created draws on industry studies and company data to calculate risk of move-out within a 90-day window, enhancing abilities of company to give extra care to resident or prepare for vacancy, reducing rental revenues lost to turnaround time of vacated room.

• Redeveloped competition analysis program. Sales and marketing lacked a method to truly gauge the cost of services the competition was providing and could not effectively demonstrate the true value of company's rent and wellness packages. Senior management needed a clearer picture of competitive landscape to set local variations on pricing. Results: New workbook tool compared rent, amenities, and wellness services, and through a proprietary quantitative process displayed a summarized "true price" to share with prospective residents and their adult children. Management had concrete numbers to determine market position and adjust price accordingly.

Vice President

AMERICAN BUSINESS CONSULTING LLC - Houston, TX - 2011 to 2015 Responsible for firm/client strategic, financial, personnel, and administrative management, as well as operations. Currently oversee team of over a dozen specialists working for client dentists nationwide. Doctor Relations Consultant

AMERICAN BUSINESS CONSULTING LLC - Houston, TX - 2009 to 2011 Managed workflow of company's team members to satisfy client requests and fulfill project needs. Promoted to Vice President

• Led cross-functional team to develop new company website. Directed and coordinated efforts between the web designer, graphics designer, email host and myself (with input from company President) to launch overhauled company site. Site was three years old, dependent on Flash, and not compatible with emerging iOS technology. Results: New site launched, viewable on all significant platforms, with galleries of previous work and traffic-generating careers board for nationwide employment opportunities.

• Spearheaded payroll migration to new platform. Led clients to utilize ADP, set up group account. Existing provider, Paychex, was not meeting expectations, turnaround times on customer service requests were too slow. Clients began to turn to third-party solutions. Results: User-friendly software easier to train company's employees to use properly, service ticket turnaround time improved 50% or better.

• Developed standardized staff recruiting process. Created templates and process to fill vacant client staff positions. Previous efforts were sporadic and informal. Results: All candidates now have a standard battery of interview questions to answer, with the expectation of references being checked, credentials verified, and a formal hiring offer presented. Staff turnover has diminished.

• Generated comprehensive demographic report format for clients. Developed new format for presenting demographic data crucial to practice site selection. Earlier, numbers were presented informally and as requested. Results: Clients are now able to reference maps and demographic profile data, presented in an easy to follow format. Reports are a main component of company being able to justify retainer payment, improving cash flow.

• Created project timeline for company's internal use. Used software to create a timeline template to be applied to each client project. Previously, no documentation was available to keep team on track internally. Results: Project milestones and tasks are readily visible for all concerned parties, with fewer oversights on critical functions occurring. Process bottlenecks were identified and resolved, reducing time to open client's business by 17%.

Administrative and Operations Contract Employee

CITY OF AUBURN HILLS, Auburn Hills - Auburn Hills, MI - 2006 to 2008 Performed municipal administrative and operational work for Department of Public Services. Marketing Project Coordinator-Young's Brewery

HULT INTERNATIONAL BUSINESS SCHOOL - London, OH - 2005 to 2005 Directed team of students as they conducted market research and developed and presented marketing plan. Investments Research Intern

HYDE PARK INVESTMENT LTD - London, OH - 2005 to 2005 Completed company research for hedge fund firm.

Marketing and Finance Intern

MIRAGE PARK RESORT - 2002 to 2002

Demonstrated adaptability in working overseas while assisting with accounting and market research EDUCATION


Huron University (Hult International Business School) - London 2005

Bachelor of Arts in Political Economy

James Madison College- Michigan State University - East Lansing, MI May 2003


• Management Skills: Strong cross-functional leadership skills recognized by peers and supervisors alike. Played an instrumental role in developing business plans and models, and launched eleven client dental practices. Guided several client practice acquisitions with analysis and due diligence. Consulted clients and assisted employer with ongoing operational issues, including marketing and advertising, business productivity, pricing, employee training and discipline, and customer service.

• Relevant Job Skills: Work experience and education of a global scope, prepared to face the challenges presented by the increasingly integrated worldwide market. Adept at utilizing internal company metrics to analyze unit performance and executing action plans in order to meet standards set by senior management. Proficient user of Microsoft Excel, PowerPoint, and Word, project management software, market research tools, and QuickBooks.

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