Service Delivery Call Center

DAN SCHWARTZ

Aurora, CO 303-***-**** ***.********.****@*****.*** linkedin.com/in/dan-schwartz22

MANAGER, TEAM LEADER

Support Manager with deep team management and problem-solving skills. Exceptional in training, mentoring, organization, escalation processes, and problem-solving. Results-driven leader of diverse teams across multiple geographies to exceed service, performance, and quality goals. Core competencies include:

Call Center/Service Management Operations Performance Management Empowerment

Team Management Training Creative Thinking Technical Support Reporting/KPIs

EXPERIENCES

QBE Insurance, Englewood, CO October 2007 – December 2021

QBE Insurance Group is one of the world's top 20 general insurance and reinsurance companies, operating in 27 countries worldwide.

Support Team Manager, July 2014 – December 2021

Project business lead for an agency-wide ticketing software, including coordinating all design, testing, and implementation across the globe.

Successfully led a national/international team of 24 staff who processed over 30K transactions annually while meeting and exceeding all service and quality standards.

Project business lead for a $1.2 million agency web portal for 400+ agency partners involving all testing and training for 400+ agencies partners and 50 internal employees.

Successfully implemented activities to improve service delivery and quality, resulting in a 30% improvement in service level results and a 12% improvement in quality scores.

Designed and implemented various process improvements, which reduced system work by up to 20% and improved service levels by 10-12%, with calls being answered more quickly

Led multiple change management activities to create alignment across regional teams and communicated various organizational changes effectively.

Facilitated identification of all standard operating procedures to support the offshoring of all activities supported by this team.

Agent Support Manager, October 2007 – July 2014

Managed a part of over 400 captive agents that serve clients in 9 Midwestern and Rocky Mountain states.

Provided Leadership for a team of 4 agency support representatives who serviced the Midwest Region

Provided service and support to a network of over 400 captive agents requiring more intensive service and support.

Successfully led the team in answering over 12,000 service and technical calls/transactions while meeting and exceeding all service and quality standards.

Implemented activities to improve service delivery and quality, resulting in a 52% improvement in service level results and a 20% improvement in quality scores.

Designed and implemented various process improvements, which reduced work time in the system and improved service levels, with calls being answered more quickly.

DAN SCHWARTZ ***.********.****@*****.*** PAGE TWO

ADDITIONAL RELEVANT EXPERIENCE

Farmers Union Insurance, Aurora, CO

Senior Support Team Lead

Troubleshoot and respond with QA Team on testing of XM system and bug fixes and to agents with system software and insurance-related questions.

Analyzed and resolved 20 to 30 problem requests with agents’ software and hardware configurations.

Managed updates and maintenance of XM software releases.

Led ARC tester for all system maintenance upgrades.

Led software Technician on Farmers Union DR (disaster recovery) Team.

Trained agents on the XM software and billing systems.

TECHNICAL SKILLS

Service Now Ticketing System Genesys Phone/Chat/Email Systems Cisco Phone Systems

Jira Ticketing System Zendesk Salesforce

EDUCATION

Bachelor of Science, BS, Aviation Management/ Minor Computer Information Systems

Metropolitan State University

ACCOMPLISHMENTS

Recipient “Thank Q Program” for Top Service (4 years)

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