Dan L.
Senior Technical Support Specialist
Open to offersNew to PlatformAbout
Dan L. is a seasoned Technical Support Specialist with over 7 years of experience in the call center sector, specializing in providing support within a software as a service environment. With 4 years of experience as a team leader, Dan has managed teams of technical support specialists, developed and implemented support processes, and tracked KPIs to ensure service level agreements are met. He has demonstrated a proven ability to troubleshoot complex issues and deliver creative solutions. In his current role with Ryze Superfoods INC, Dan reviews and investigates flagged orders for potentially fraudulent activity, ensuring compliance with company policies. His past experience includes overseeing a team at Concentrix CVG Inc., training staff on new processes, handling escalated issues, and maintaining current knowledge of client systems. Furthermore, Dan's tenure at Alorica Clark showcased his ability to maintain composure during challenging customer interactions, providing successful upsell pitches and customer resolutions. He holds a background in Business Administration from Angeles University Foundation.
Experience
Back End Team – Flagged Orders
RYZE Superfoods INC · 2024 — PresentInvestigated 300–500 flagged orders daily for signs of fraudulent activity utilizing internal tools and transaction data. Detected unusual patterns in orders, payment methods, and shipping details to mitigate fraud risks. Drafted and dispatched personalized email notifications to customers about flagged transactions, maintaining professionalism. Worked closely with fraud prevention and customer support teams to efficiently resolve cases while ensuring a high level of customer satisfaction. Adhered to company policies and data privacy standards in all communications and order management.Team Lead, Technical Support
Concentrix CVG Inc. · 2020 — 2024Managed a team of Technical Support Specialists and provided training on the latest processes and product updates during staff meetings. Kept informed on current and upcoming client systems and procedures, communicating updates through emails and meetings. Acted as a Subject Matter Expert, addressing escalations and offering solutions to urgent situations. Assessed and enhanced Agent performance through individual coaching sessions.Customer Service Representative, Team of Experts
Alorica Clark · 2017 — 2019Provided customer service support in English, meeting the needs of English-speaking customers. Managed challenging interactions with irate customers, striving for a peaceful resolution. Encouraged customers to consider upselling opportunities through persuasive communication.
Skills & Expertise
Education
- BS Major in Business Administration (Undergraduate)Angeles University Foundation