Christopher Daniels

Ensuring Cityblast Media provides a Stella, Personalized level of service to its clients, stakeholders, service providers by establishing a relationship of trust from sales to retention, with the goal of continually improving, developing, and implementation of a consistent and holistic set of performance metrics results across marketing, sales initiatives. Keeping current with market and technology trends while ensuring client and employee satisfaction.

• Manages client and stakeholders relationship of assigned program Resolves escalated concerns with respect to client accounts
• Oversees all inbound and outbound written and verbal communications over various mediums.
• Manage team of employees, overseeing hiring, training and professional growth of employees
• Analyze and interpret information in order to resolve problems while ensuring compliance with current legislation, Stakeholders, and partners' policies and procedures.
• Conducted research, gathered information from multiple sources and presented results
• Recommends and assist with initiating improvements to service quality and work processes where applicable
• Contributes to overall growth and development of assigned programs
• Assists, develops, and implements projects and other duties as requested by business needs.
• Manages several high-volume call centers in 5 different Global locations.
• Coaches sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
• Monitors customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
• Strives Achieve and exceed regional sales objectives by coordinating sales team, developing successful strategies and servicing accounts to strengthen business relationships.
• Collaborates with senior executives, bossiness owners and stake holders to evaluate performance in regional area and develop strategies to expand revenue generation.
• Led targeted training programs to educate staff on product benefits and service capabilities.

Supervised a team 19 top notch group of professionals by providing strong day-to-day leadership presence to health care practitioners and assistants, customer support and product teams, while Working collaboratively with Regional Sales staff, and directors to Identify and develop new business prospects from multiple sources by using thought- leadership in the creation of a comprehensive and shared model to understand performance in the marketplace Using top-notch customer service techniques to develop new business via telephone and other mass communication tools such as email and social media to introduce the Slimband solution and identify appropriate patient base within the target market.

• Performed ongoing training of Staff in following company standards and protocol to ensure customer satisfaction. Using Key performance indicators (KPI) to gauge standards.
• Strong People Management skills • Developed new business via telephone and mass communication such as email and social media to introduce Slimband solutions and identified appropriate patient base within targeted markets.
• Follow up on leads and conduct research to identify potential prospects • Built and cultivated prospect relationships by initiating communications and conducted follow-up communications in order to move opportunities through sales funnels.
• Managed and data for new and prospective clients in Salesforce.com, ensured all communications were approximately logged, information was accurate and pertinent documents were attached
• Prepared and analyzed sales pipeline reports and dashboards
• Responded to escalated inquiries from client, both walk ins over telephone, email correspondence and ensured prompt response and triaging cases to relevant department within Organization.
• Worked with customers to understand needs and provide excellent service
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Oversaw General performance in customer and client care duties within multiple call centre locations.

Handled online rejected claims using the (Online Claims Correction System) (OCCS) in processing electronically submitted claims by Health care service providers. Investigated and resolved concerns and requisitions raised by various agencies and other provincial and federal government agencies.

• Assessed and approved payments to Doctors, opticians, optometrists and other approved privately billing health care practitioners in accordance to Ontario Schedule of Benefits and Canada health guidelines.
• Handled about 30 calls per day to address client concerns
• Liaised with lawyers' offices and third party insurance companies to resolve claims and medical related inquiries.
• Performed Client support duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment while adhering strictly to Provincial and Federal Freedom of Information and privacy act..
• Handled Out of Country and Provincial reciprocal claims.

Educated US clients of proven methodologies to capture all Research Tax Credits (RTC) available to companies developing new or improved products or processes. Identified activities that would qualify for credit., applying proprietary methodologies to ensure maximum credits now and in future.

• Built existing and potential customer and client relationships • Worked in team environment
• Performed call centre duties in extremely fast paced high volume customer service environment.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

6 month Special assignment in Help desk Support for Long Term Care Home Enrolling in the Long Term care Homes Common Assessment Program. (LTCH CAP) Using the RAI MDS 2.0 application. Worked in a group of 20 team members that implemented and lunched, enrolled, and supported approximately 640 Ontario Long Term care Homes in the use of RAI MDS .2.0.application.

• Liaised with subject-matter expertise as it related to technology issues with Long Term Care Home sector organizations/projects and to other stakeholder areas to ensure working knowledge of Community Care e-Health standards and other wide-ranging issues.
• Kept abreast of newly identified requests for changes to Community Care standards and of changes to other provincial, national, or international standards, analyzed these changes, provided standardized products and communication on recommended standards with provincial Community Care sector.
• Received and responded to Technical and application query's via email, Telephone and snail mail as it relates to Long Term Care Home use of RAI.MDS 2.0 application and created tickets using Footprints ticketing application and forwarded to Subject matter experts for none technical issues.
• Ensured follow up was done on pending inquiries. As per priorities as set by myself by using scheduling reminders tools, ticketing tracking alerts system, As directed by senior management in accordance with Key performance indicators (KPI) mandates. and Provincial legislation.
• Used ticketing systems to manage and process support actions and requests.
• Performed General Client Care duties, creating tickets, and responding to approximately 45 -55 telephone and email inquiries daily including other order desk duties in extremely high volume/fast passed Help Desk Environment.

Handled online rejected claims using the (Online Claims Correction System) (OCCS) in processing electronically submitted claims by Health care service providers. Investigated and resolved concerns and requisitions raised by various agencies and other provincial and federal government agencies.

• Liaised with lawyers' offices and third party insurance companies to resolve claims and medical related inquiries.
• Assessed and approved payments to opticians, optometrists and other approved privately billing health care practitioners according to Ontario and Canada health guidelines.
• Handled general customer relation's issues while adhering strictly to the Provincial and Federal Freedom of Information and privacy act.
• Handled Out of Country and Provincial reciprocal claims.

Served as lead Customer Service Representative for a one of Canada's largest Insurance Company prior to being acquired by Manulife Financial.

• Interfaced with benefits holders and plan administrators to identify needs, performed desk side support duties
• Dealt and assisted in processing Co-ordination of benefits with secondary carriers.
• Traced and followed up with Laps Pending Accounts (Overdue Group plans) • Helped coached mentored new representatives.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Performed General Customer Service Support in a fast paced call center environment.