Joseph Hannagan

About

Looking for

Role

Customer Success Lead

Experience

15+ years

Time zone

Pacific Time (US & Canada)

Skills

Experience

• Contact Center Operations Supervisor / Team Leader Everise 09/2021 – Present
  • Lead and support 23 frontline customer service advocates serving Centene MDT, Centene CCP, and Humana accounts in a remote environment.
  • Monitor daily service operations, customer queues, and performance to help maintain service-level expectations and customer satisfaction.
  • Coach employees on communication, customer interactions, process knowledge, and effective issue resolution.
  • Support employee onboarding, training, and ongoing development through process guidance, coaching, and performance feedback.
  • Use performance data, including FCR, AHT, CSAT, and quality results, to identify opportunities for improvement.
  • Partner with Workforce Management and Quality Assurance teams to improve workflows and customer service outcomes.
  • Assist with complex customer concerns and escalations, working toward timely and appropriate resolutions.
  • Maintain compliance with healthcare requirements, including CMS and HIPAA guidelines.
• Route Operations & Account Specialist UniFirst Corporation 08/2015 – 01/2021
  • Managed commercial B2B customer relationships while coordinating route operations and service delivery.
  • Served as a customer contact for service concerns, account questions, and issue resolution.
  • Supported customer retention through consistent communication, follow-up, and dependable service.
  • Coordinated delivery schedules, account requirements, inventory, and logistics.
  • Increased route value by approximately $10,000 during the first year.
  • Worked with internal teams to resolve service issues and maintain customer satisfaction.
• Operations Branch Manager Swisher Hygiene Company 04/2011 – 05/2015
  • Managed branch operations, personnel, scheduling, and field service activities.
  • Maintained customer relationships and addressed service concerns and escalations.
  • Coordinated customer needs, service schedules, installations, and ongoing account support.
  • Trained and coached employees on service expectations, procedures, and customer interactions.
  • Monitored operational performance and worked to improve service quality and efficiency.
  • Maintained compliance with applicable OSHA and safety requirements.
• Account Manager, Distribution Services Real Water LLC 12/2010 – 07/2011
  • Managed B2B distribution accounts and maintained relationships with retail and commercial partners.
  • Helped acquire new business partners and coordinate product placement agreements.
  • Served as a primary contact for account questions, order updates, and service concerns.
  • Coordinated replenishment, distribution logistics, and account support.
  • Reviewed account activity and customer needs to support retention and business growth.
• Outside Sales Representative Gatsby Enterprise LLC 09/2009 – 03/2011
  • Developed B2B customer relationships through prospecting, needs assessments, and ongoing communication.
  • Explained technical products and solutions in a clear, customer-friendly manner.
  • Prepared quotes and coordinated with internal teams to support order fulfillment.
  • Maintained relationships with key decision-makers and followed up on customer needs.
• Outside Sales Representative Fed Pak International 01/2008 – 09/2009
  • Developed new business and maintained existing customer relationships.
  • Assessed customer requirements and recommended custom packaging solutions.
  • Coordinated estimates, manufacturing requirements, and freight logistics.
  • Supported customer retention through communication and follow-up.
• Showroom / Outside Sales Consultant Kitchen and Bath Showplace 01/2005 – 09/2007
  • Assisted customers with product selection, needs assessments, and purchasing decisions.
  • Presented product options and explained features and benefits.
  • Coordinated appointments, quotes, procurement, and delivery arrangements.
  • Maintained customer communication throughout the sales and fulfillment process.
• Restaurant Manager Round Table Pizza 09/1993 – 11/2003
  • Managed high-volume restaurant operations with a focus on customer experience and service quality.
  • Recruited, trained, and supervised a team of 15+ employees.
  • Coordinated delivery dispatch, routing, and customer service issue resolution.
  • Trained employees on service standards, food quality, safety, and operational procedures.
  • Managed inventory, labor, food costs, and daily business operations.
  • Used customer feedback to address concerns and improve the guest experience.

Education

• De Anza College Other · General Education
• West Valley College Other · Microsoft Office

Languages

English

Fluent