Daniel Shirley

• Enablement & Onboarding: Facilitate platform onboarding and group/1-on-1 training sessions for mid-market clients, translating complex software functionalities (Enplug, DSX) into clear, structured learning paths.
• Workflow Automation: Engineered a Google Sheets Sidebar Bridge using custom Google Apps Script and Zendesk Guide Search APIs, automating video training synopsis generation to reduce manual cycles by 85% (from 5 minutes to 45 seconds) while maintaining style-guide compliance.
• Curriculum Redesign: Collaborating with customer success and training leadership to advise on and redesign the client education curriculum to improve platform certification rates.
• Knowledge Management: Leading the content audit and rewrite of 1,500+ help articles across five core support knowledge bases, structuring the workspace taxonomy and integrating AI tools to streamline drafting.
• Order & Platform Administration: Manage client onboarding lifecycles and troubleshoot NetSuite sales records, Monday.com task tracking, and customer escalation queues.

Independent operations consulting practice focused on fractional COO support, systems implementation, and SOP design for SMB clients.

• Architected and operate a custom multi-agent AI workspace: a modular roster of specialized agents — each with a defined role, SOP, and handoff protocol — governed by a central orchestrator, integrated with Recall, Notion, Gmail, Google Drive, Google Calendar, and Granola via MCP, and designed for tool-agnostic portability. Applied operational AI — workflow architecture and SOP governance, not software engineering.
• Deployed the system across consulting operations to automate job intelligence and lead scoring, opportunity scouting, document processing, knowledge management, and SOP design — replacing manual administrative workflows with AI-governed, repeatable processes.

• Salesforce Infrastructure: Architected a from-scratch Email-to-Case system, integrating multiple communication channels into a centralized, trackable lead processing engine.
• Process Architecture: Authored multi-stage protocols (Intake through Litigation) for high-complexity case types, standardizing workflows across multiple state jurisdictions.
• Business Intelligence: Developed custom Salesforce dashboards and DocGen packages, increasing case velocity and real-time visibility for executive leadership.
• Systems Implementation: Managed the implementation and migration of Zendesk, Asana, and Monday.com, reducing manual touches by an average of 25% through automation.
• Operational Scaling: Mapped workflows and implemented SOPs and KPI frameworks to support organizational growth targets.
• Onboarding Design: Designed end-to-end client onboarding frameworks that reduced initial turnaround times and improved client satisfaction scores.

• Transformed 2 video and audio client care teams into 4 targeted support teams comprising 53 FTEs and overseas contractors, created and documented standardized workflows and employee training modules that elevated client CSAT scores from 86% to 94%.
• Spun up brand-new Onboarding and Support Services teams, crafting over 100 new processes and cross-functional workflows to facilitate a smoother order-to-cash process and a robust customer support experience, reducing tech support call abandonment rates from 46% to 2%.
• Implemented Zendesk Support and Guide to standardize client support across our 12+ platforms, cutting case resolution time from 7 to 2 days.
• Developed and launched client-facing articles, achieving a 3% increase in agent ticket deflections.
• Integrated Customer Service operations for 7 acquisitions, including 3 that closed in late 2020 with integration work carried into this role, plus operational due diligence, process alignment, systems integration, and employee onboarding & cross-training.
• Retired 3 outdated platforms and migrated 3,000+ customers to newer platforms, reducing service interruptions over 80% among these clients, and cutting operating expenses by over $500K per year ongoing.
• Expedited new-hire onboarding and slashed training time by 30%+ through implementation of new process improvements.
• Contributed to a 4% reduction in churn by assuming account management responsibilities for Tier 4 clients (under $250 MRR) and enhancing client engagement and satisfaction.

• Supervised client care & audio production staff of 37 FTEs for messaging services, including writing team and recording and mixing studio. Boosted production efficiency by 8% through automations and improved cross-team communication.
• Oversaw customer updates for on-hold, in-store music, and scent clients, ensuring timely service delivery, of 5,000+ deliverables / year.
• Expanded managerial responsibilities to include 3 additional audio production teams, optimizing workflows and inter-team coordination for more efficient overall productivity.
• Integrated customer success teams from 6 acquisitions, aligning processes and fostering unified service approach.
• Fostered cross-functional collaboration by strengthening team knowledge, leading to a 20% increase in project efficiency.
• Improved client satisfaction by 12% through streamlining production update processes and eliminating key bottlenecks.

• Coordinated daily operations of audio client care department, managing 3,000+ monthly service requests and production timelines to meet client expectations across diverse industries.
• Headed and guided team of 11 client care representatives, establishing performance goals and providing ongoing training to improve service quality and customer retention.
• Contributed to acquisition integration efforts across 3 acquisitions (2015–2017), including overseeing operational due diligence, process alignment, systems integration, and employee onboarding to ensure seamless integration and continuity.
• Achieved significant gains in team efficiency by standardizing and documenting processes, and engineering and executing a knowledge base integrated with NetSuite, company's primary CRM, reducing errors by 45%.
• Boosted team competency with new and updated processes by initiating weekly stand-ups and monthly training sessions.

• Served as Subject Matter Expert for 2,500+ clients who transitioned from Message on Hold Plus, managing relationships and directing routine production updates for on-hold services, and maintaining a churn rate 13% below the company average.
• Earned promotion to manager within 7 months due to exemplary performance and leadership in client service operations.

• Drove operational efficiency by optimizing business processes for invoicing, project tracking, and data management.
• Improved client satisfaction by coordinating billing, retention, and content activities, resulting in a 15% increase in retention.
• Elevated operational efficiency by 20% through effective management of CRM, customer service, client retention, and advertising material development.
• Directed delivery of successful script development and production for more than 1,200 SMB clients through proven project management skills and keen attention to detail in a fast-paced startup environment.
• Strengthened client relationships by ensuring consistent, effective communication and high-quality service delivery.

• Operated a boutique creative agency delivering copywriting, marketing collateral, and digital content for fewer than 12 clients.

• Improved 10th grade and remedial English and Creative Writing understanding by communicating complex concepts.
• Contributed to advancement of educational methods by assisting in pilot of research programs, including Johns Hopkins' Strategic Reading program and the Burnett Writing Process.

• Improved adult learner comprehension and skills in basic grammar and writing by emphasizing mechanics and style.
• Fostered a positive and effective educational environment by cultivating productive learning relationships with students.
• Simplified complex grammatical rules for learners by using clear, relatable examples.