Danielle Gaden
Customer Operations Manager
Chicago
Summary
Developed key operational and management skills in fast-paced customer service environment. Skilled in process optimization and team leadership, ensuring high levels of customer satisfaction and efficient operations. Looking to transition into new field, bringing strong foundation in strategic planning and performance improvement.
Overview
13
13
years of professional experience
Work History
Customer Operations Manager/Transition & Global Service Delivery
Barry Callebaut
02.2024 - Current
- Led the transition of customer service operations to a Global Business Service (GBS) model in Mexico, collaborating with a top consulting firm to analyze, document, and redesign processes for optimal efficiency
- Built a new customer service team in Mexico, hiring 40 representatives and onboarding a team of 32 reps and 4 direct reports to ensure seamless service delivery
- Partnered with HR to manage a Reduction in Force (RIF) of the U.S
- Customer service team, ensuring a smooth workforce transition while maintaining service quality
- Developed and implemented standard operating procedures (SOPs) and best practices tailored to the new Mexico-based team to drive process improvements and consistency
- Acted as a process expert during the transition, identifying gaps and opportunities for process optimization and ensuring alignment with business objectives
- Fostered a customer-centric culture within the new team by implementing training programs and performance metrics to enhance service delivery and customer satisfaction
Manager, Customer Service
Barry Callebaut
06.2022 - 02.2024
- Lead world-class Customer Success team to onboard new customers and partners, driving successful product and platform adoption, and resolve issues by serving as a point of escalation
- Trusted advisor to Customer Service Team Leads while encouraging Continuous learning within teams
- Oversee daily operations, ensuring strong relationships exist between CS and our customers
- Work with Customer Success Leads to track and achieve KPIs and targets
- Trusted right-hand to the Customer Service Director, implementing new strategies to improve internal and external service levels
- Work cross-functionally to gather feedback and collaborating with other departments including Business Development, Sales, Sales Support, QA, AP, AR, & Supply chain to improve customer Experience
- Development of an employee-oriented company culture that emphasizes integrity, transparency, grit, resilience, quality, continuous improvement, employee retention and development, and high performance
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
- Provide constructive on-the-job feedback/coaching to team members which fosters a productive and inclusive team-oriented work environment for the respective business unit
- Responsible for balancing workload across team members including identifying back-ups and ensuring that Customer Profiles are maintained
- Develop and build formal working relationships with all key functional areas (Sales, Supply Chain, Credit, Pricing) to ensure the successful delivery of business objectives
- Manage high-profile accounts that are complex in nature and are key growth partners in Barry Callebaut’s success
- Active and on-going engagement with Supply Chain regarding ATP which facilitates communication and consensus regarding daily order fulfillment
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Senior Customer Account Manager
Barry Callebaut
10.2016 - 06.2022
- Account contact of all order related activities, including order entry, order status, inventory availability, pricing compliancy and accuracy of order delivery
- Coordinate with Planning and Distribution for product availability, expedited shipments and back orders as necessary
- Negotiate with Planning and Distribution teams for product availability and expedite shipments and coordinate backorders
- Investigate customer’s complaints regarding services, billings and issues resulting in the appropriate resolution and corrective action for both the external customer and Barry Callebaut
- Participant in special projects to drive employee satisfaction and process improvement (Project Scale, Employee engagement committee)
Account Manager /Project Manager
Groupon
06.2012 - 12.2015
- Consultant for a portfolio of 30,000 + merchant accounts, serving as the primary point of contact for structuring Groupon sponsored campaigns
- Oversaw onboarding and account set up for 20-25 small business merchants a week, serving as first point of contact and primary liaison between client and internal departments to ensure preparation for upcoming campaigns
- Managed inbound and outbound calls providing merchants with assistance scheduling campaigns, payment inquiries and general information about the Groupon marketplace
- Maintained database of merchant accounts
- Coordinated with sales, accounting and creative departments on key processes and procedures to ensure compliance of deliverables and resolve conflicts or concerns
- Maintained full responsibility for managing, supporting, and servicing accounts; primary liaison between client and internal project team; facilitated communications between creative and engineering teams during the design and planning process; managed budgets, timelines, and created reports for internal team and clients; supported billing and financial reconciliation activities with finance and accounting departments; facilitated RFP activities to assist business development initiatives
- Reviewed and interpreted program requirements and milestones
- Served as the primary liaison between production facilities ensuring proper flow of communication
- Managed full cycle of delivery, billing, and collection activities
- Coordinated all client team meetings including project kick-off, weekly status updates and project status meetings with client
Education
Bachelor of Arts - English
Bradley University
Peoria, ILSkills
- Microsoft Office Suite
Employee relations
- Salesforce
Operational efficiency
Collaborative mindset
Sales support
Client satisfaction
Staff development
Teamwork and collaboration
Customer service
Team leadership
Timeline
Customer Operations Manager/Transition & Global Service Delivery
Barry Callebaut
02.2024 - Current
Manager, Customer Service
Barry Callebaut
06.2022 - 02.2024
Senior Customer Account Manager
Barry Callebaut
10.2016 - 06.2022
Account Manager /Project Manager
Groupon
06.2012 - 12.2015
Bachelor of Arts - English
Bradley University
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