Dan identifies and drives customer experience initiatives that build customer advocacy, strengthen operating models, and ultimately drive top-line revenue. He led the transformation of a healthcare provider’s onboarding program, potentially resulting in 44% cost savings and increased satisfaction.
With expertise in call center strategy and operations, and proven skills in cross-team collaboration, Dan has built a track record of transforming contact center operations. He excels at conducting service assessments, measuring and reducing customer effort, defining performance improvement roadmaps, and implementing operational enhancements.
Dan’s focus on team building is driven by the belief that people are most effective in a truly collaborative environment. He represents West Monroe at campus recruiting at University of Washington and Gonzaga University. He is part of the University of Puget Sound Alumni network and a CXPA member.
Prior to joining West Monroe, Dan worked at Hitachi Consulting, where he led customer experience initiatives for FORTUNE 500 clients. He earned a Bachelor’s degree from the University of Puget Sound.
What makes Dan different
Dan embraces challenge at work and in his personal life. He has climbed several Washington State volcanos, including Rainier, Baker, St Helens, and Adams.
Where Dan makes an impact
Dan creates positive community impact as an Eagle Scout mentor and Assistant Scoutmaster. He leads outdoor adventures – including a trek to the summit of Mount Adams.