Daniel (Danny) A. Dale

**** ** ******* **. ****: 503-***-****

Boring, Oregon 97009 adz7rg@r.postjobfree.com

Experienced Customer Service Professional

Committed, competent, and award-winning professional with over 20 years of combined customer service, account management, administrative and technical support skills and experience

Areas of Expertise

- Customer Service / Call Center - Payroll Processing - Supervisory Skills - Analytical and Computer Skills

- Key Account Management - Problem Solving - Organization - Small Business Owner

- Team Building / Leadership - Shipping / Receiving - Communication - Technical Support

- Data Management / Reporting - Sales Techniques - Mentoring / Coaching - Customer Retention

Professional Experience

Boring Handcrafting Studios – Boring, Oregon 1/15/15 – Current

Owner/Operator

I currently own and operate a small business at home designing and creating gifts and keepsakes which I sell in person and online. Some of the items I create are shoulder bags, wine bottle gift bags, plastic grocery bag holder / dispensers, ceramic coasters with digital artwork for military veterans which are personalized and many other items. I was able to re-tool and transition my operation in order to design, manufacture and sell several thousand customized face masks at the beginning and height of the Covid-19 pandemic as well as donate some to elderly and vulnerable populations.

Consumer Cellular, Inc. – Portland, Oregon 2/15/11 – 12/16/14

Customer Service Lead I, II, III 1/01/12 – 12/16/14

Advise and coach Customer Service Representatives and assist customers with porting landline and cell phone numbers. Resolve escalated supervisor calls from customers and customer service representatives. Set up and complete porting requests. Initiate and follow up on technical support trouble tickets in a timely manner, respond to customer correspondence. Work directly with other cell phone company’s porting department and resolve supervisory customer disputes.

Customer Service Representative I, II, III 2/15/11 – 12/31/11

Provide excellent assistance and support to customers via telephone and email regarding cell phone service. Duties included billing, selling cell phone service and cell phones and activating/canceling service. Troubleshooting and resolving technical, service, billing and customer retention issues. Coaching and mentoring new employees.

Eid Passport, Inc. – Beaverton, Oregon 5/3/07 – 2/06/09

Maintenance Technician Coordinator 10/01/08 – 2/06/09

Monitored / analyzed RFID – biometric military security systems developed by the company to assist with securing military installations around the U.S. Generate detailed reports daily for management to communicate the efficiency and effectiveness of the RAPIDGate® system. Scheduled and dispatched technicians to provide routine and preventative maintenance at all military installations where the product was deployed.

Impact: Increased response time for on-site technicians in the field by 20%.

Provide analytical data used to increase the quality of performance of all existing and newly deployed systems

Assist in the compliance, readiness and protection of all PII (personally identifiable information)

Remote technical troubleshooting and resolution of any systems that ceased communication

Program Support Reporting Specialist 5/03/07 – 9/30/08

Responsible for researching and analyzing background check results for applicants of the RAPIDGate® Military RFID-Biometric Security Program. Presented and delivered reports to military installations and management team.

Impact: Created PII (Personal Identification Information) Breach Incident Response Team to proactively review potential areas at risk internally and externally and effectively secure PII protection infrastructure.

Proactively developed and safeguarded the PII protection policy within Eid Passport, Inc.

Worked closely with Engineering Department regarding data flow and resulting issues pertaining to stalled/incomplete background checks

Kaiser Permanente – Portland, Oregon 4/2/06 – 4/30/07

Membership Services Representative

Coordinate with appropriate departments to respond to Member Services telephone requests involving but not limited to medical claims, benefits and policy interpretation, transition of care, and open enrollment transitions for all plan members & perspective members.

Impact: As a team member, the department was able to achieve an 80% service level performance goal for 2006 which had not been done in previous years.

Pioneer Quilts – Damascus, Oregon 10/01/02 – 1/30/06

Owner

Started successful private small retail business that grew and prospered with 14 employees and eventually sold business for large profit and company is still in business and successful. Taught many different quilting and sewing classes including traditional and unique techniques. Hosted offsite quilting and sewing retreats. Sold fabric, books, sewing notions, patterns, sewing machines and classes. Operated computerized cash registers. Performed inventory control. Assisted customers with choosing fabric and coordinating color schemes in order to create their quilts and/or sewing projects.

The Inn Home – Portland, Oregon 10/01/99 – 11/01/02

Administrative Director/Human Resources Manager

Provided administrative support to the Executive Director and all departmental managers. Maintained employee records and files ensuring compliance with all federal and state employment laws. Administered employee benefits and services, administration and enforcement of personnel policies, maintained state billings. Prepared and submitted employee payroll to ADP. Development of safety committee. Creation and maintenance of computer network and small office, provided technical support for computers, email and office equipment at several different site locations.

Digimarc® Corporation – Portland, Oregon 4/01/97 – 5/01/99

Corporate Account Executive 5/05/98 – 4/08/99

Managed several major corporate accounts and responsible for all individual sales. Contacted potential corporate clients and introduced them to our products. Developed positive, meaningful relationships with clients and communicating the positive and financial benefits of our products, some of which were copyright infringement of intellectual property on the internet.

Impact: Obtained the top two highest revenue-generating corporate clients in the last quarter of 1998 (Intel® and Visa®). “Lucky-7 Award” for contributions in the release of new major software upgrade.

Proactively researched potential corporate clients and partners

Process sales orders, purchase orders, RMAs and prepare quotes

Customer Service Coordinator 4/01/97 – 5/05/98

Developed and maintained customer care area on website. Created order entry process via phone and internet. Created direct mail collateral for current and potential clients. Developed outsourced customer service department with third party vendors.

Impact: Increased customer service efficiency by 50% by developing interactive customer website.

Managed all customer service escalated emails and phone calls from outsourced contractor

Created renewal process for recurring sales

Computer & PC Competencies

Microsoft Excel, Outlook, PowerPoint, and Word, Lotus Applications, Mainframe, Citrix Internal Server Programs, Epic HealthConnect (Accounting/Medical Record Systems), Tapestry (Accounting System), Jars (Claims System), Diamond (Claims System), Macess (Customer Service Documentation System) and GLPI (Trouble Ticket Response System), Salesforce, Cellular Phone Lead/Account Management, Telegence (AT&T porting software), Social Meeting and Networking Applications such as Zoom, Google Meeting, Teams and Skype.

Education

Molalla Union High School Diploma

Molalla, Oregon 97038

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