Daniel Gonzalez

About Daniel Gonzalez

Operations and Customer Success leader with 12+ years of experience scaling teams from 6-person startups to global workforces. Proven track record managing $100M+ portfolios, building departments from ground zero, and turning around underperforming programs to achieve Top 3 partner status. Expert in global operations, process improvement, strategic account management, and driving measurable business outcomes across technology, BPO, and manufacturing industries.WHAT I DOI specialize in three core areas:• OPERATIONS EXCELLENCE: Facilitated and scaled operations across 3 continents, implementing process improvements that deliver 30%+ efficiency gains and 50%+ cost reductions. Experience managing teams from 50 to across multiple geographies, languages, and business functions.• STRATEGIC ACCOUNT MANAGEMENT: Co-managed $100M+ client portfolio, contributing to turnaround of critically at-risk account to Top 3 partner status. Successfully onboarded 40+ clients with 95% implementation success rate and 90%+ retention. Generated +$1M ACV through strategic expansion initiatives.• DEPARTMENT BUILDING: Founded and led 3 departments from scratch—Implementation, Consulting, and Premier Customer Experience. Created SOPs, training frameworks, and operational processes that scaled across person organization.KEY ACHIEVEMENTS→ Scaled company operations from 6-person startup to global employees→ Co-managed strategic transformation of $100M account from at-risk to top-tier partner→ Built Implementation department that onboarded 40+ new clients during hyper-growth→ Managed global operations across US, EMEA, and APAC markets in 5 languages→ COPC Certified Implementation Leader - Customer Experience StandardEXPERIENCE HIGHLIGHTS→ TELUS International: Sr. Manager, Global Client Relationship Management→ TaskUs: CX Consultant & Operations Manager (Employee growth: 200 → Airbnb: White Glove CX Director (Employee #45 during hyper-growth, built department)→ IMMANENT: Director of Program Management→ ONYX Record Press: Sales DirectorWHAT I\'M LOOKING FORI\'m exploring opportunities in Operations Management, Customer Success, Program Management, where I can leverage my experience in:• Scaling teams and operations rapidly• Building departments and processes from zero• Managing complex, high-value client relationships• Leading global, multicultural teamsOpen to: Full-time roles | Consulting | Advisory positionsIndustries: Technology, SaaS, BPO, Manufacturing, E-commerceLocation: Los Angeles area | Remote | Hybrid

Experience

1. Sales Director

   Onyx Record Press

   Jan 2023 — Present · Arcadia, CA, US

   Lead sales strategy and business development for vinyl record manufacturing company with 25+ years of industry experience and custom machinery• Achieved 100% month-over-month increase in new partnership acquisitions through strategic sales process development and targeted outreach• Implemented Salesforce CRM system for sales organization, increasing team efficiency by 150% through improved pipeline tracking and communication management• Manage full sales cycle from prospecting to close, including needs assessment, proposal development, pricing negotiation, and contract finalization• Develop strategic growth plans and 30-60-90 day roadmaps for investment and funding initiatives

Education

• California State University, Fullerton

  Bachelor of Arts (B.A.), Advertising

• California State University, Fullerton

  Human Communications (minor), Interpersonal communication