Faces in the Crowd

Michigan State University math major Daniel Glover traded in his job as a high school teacher for a high-tech career at global IT outsourcing company Stefanini‘s Southfield, Michigan office. After joining the company in 2013, he shot up the ranks, from level-one agent to resource agent to incident controller. Most recently, he became a critical member of the Continuous Service Improvement (CSI) team, where the former math teacher’s background is invaluable to his data analytics and problem-solving role. “We started an initiative called the Command Center,” said Glover. “We are working on a project to look at handle-time distributions, and improve forecasting and scheduling. This will help us to make sure we have the right agents and staff to handle shorter and longer calls.” Glover enjoys working with the core team, which includes him and six others, because together they are able to “build this in the organization from the ground up.”