Daniel Keener

About Daniel Keener

Leading a team of Customer Technologists at Thomson Reuters, my focus is on aligning our technical strategy with organizational objectives to maximize efficiency and customer satisfaction. With my responsibilities ranging from managing performance and developing process enhancements to elevating customer experiences, my role is pivotal in driving team development and achieving results in complex, cross-functional projects and high-stress environments.Our team\'s commitment to fostering a skilled, service-oriented workforce has established Thomson Reuters as a leader in customer support services. Leveraging distributed team management and OKRs, we have enhanced client relationships and delivered innovative solutions, ensuring robust performance reporting and top-notch customer satisfaction directly contributing to revenue growth.

Experience

1. Manager Ii, Customer Technologists

   Thomson Reuters

   Apr 2022 — Present · US

   Defined and led technical strategy for support operations staff across sixteen products and five countries, aligning initiatives with organizational objectives and OKRs to drive measurable outcomes and stakeholder ROI.• Directed cross-functional collaboration efforts to improve customer satisfaction, enhance support metrics, and deliver scalable service solutions.• Provided technical leadership on complex, high-impact projects, resolving critical customer issues and shaping departmental direction to elevate support services across multiple organizations.• Engaged senior leadership during major incidents, ensuring alignment on resolution strategies and maintaining proactive communication across key stakeholders.• Developed and delivered executive-level presentations to communicate progress, strategic initiatives, and performance insights.• Built team capabilities through coaching and development, emphasizing adaptability and AI-driven solutions to improve customer outcomes.• Managed direct reports, performance reviews, coaching, and day-to-day task execution to ensure operational goals and service metrics were consistently achieved.

Education

• Southwestern Community College

  AAS, 2 degrees in both Computer Engineering Technologies and Electronics Engineering Technologies

• Western Carolina University

  BSBA, Computer Information Systems

Skills

• Troubleshooting
• Microsoft Word
• Team Leadership
• Teamwork
• Xml
• Systems Analysis
• Leadership
• Time Management
• Integration
• Windows
• Training
• Web Development
• Access
• Public Speaking
• Customer Service
• Management
• Project Management
• Microsoft Excel
• Powerpoint
• Cryptocurrency
• Visual Studio
• Databases
• Blockchain
• Sql
• Visio