Customer Service Quality Assurance

David Corken

Email: *********@********.***

Address: *** * ********** ***.**** 1

City: Chicago

State: IL

Zip: 60614

Country: USA

Phone: 312-***-****

Skill Level: Senior

Salary Range: $200,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

DAVID M. CORKEN

821 West Wrightwood, #1, Chicago, IL 60614 / Tel. # 312-***-**** / *********@********.***

AREAS OF EXPERTISE

* Leadership/Strategic Planning

* Communication

* Customer Experience/Retention

* Process/Continuous Improvement

* Operational Efficiency/Analysis

* CRM/Salesforce.com

* Transformational Change

* Training/Development/Mentoring

* Project Management

EXPERIENCE

Delivered Innovation, Chicago, IL

Present

Independent Consultant

* Led the company through their first comprehensive strategic planning process, defined the mission, vision, and strategic goals and the implementation plan for the next twenty-four months.

* Led the optimization of the branding, lead generation, sales, and delivery processes in order to effectively scale to the business and more than double its current revenues.

Braintree Payments, Chicago, IL

2011 - 2012

Chief Operating Officer

* Led a team of 30+ staff with a wide range of responsibilities including account management, customer service, human resources, underwriting/risk, application processing and facilities management and scaled efficiently during hyper-growth.

* Guided the operational implementation of two strategic growth products including defining new and revised business processes and requirements, identifying, defining and hiring new staff positions, customizing Salesforce.com, and negotiating vendor contracts.

* Led the design, extensive build-out and relocation efforts for a move to 26,000 square-foot office space and negotiated favorable terms on three leases.

Total Attorneys, LLC, Chicago, IL

2011

Chief Operating Officer

* Led a team of 10 direct reports and 80+ staff with diverse responsibilities including digital marketing and social media, product management, account management, call center services, and project management, through the day-to-day operating activities and allocation of resources to meet revenue and operating cost goals.

* Led people across key business and technology teams through the operational planning and implementation of a fundamental shift in the core business model moving from an exclusive lead generation and distribution model to a shared model resulting in the highest revenue and EBITA in more than 12 months.

* Authored the company's first strategic vision and 3-year plan which outlined the path from $20MM to $100MM in revenue by 2014 and established a framework for directly linking strategic goals to each manager's individual quarterly goals and key tasks.

Cars.com (Classified Ventures, LLC), Chicago, IL

2004 - 2011

Vice President, Operations

* Built, set strategic vision for, led and developed a team of 5 direct reports and 100+ staff responsible for account management, customer service, ad operations, quality assurance, training, and order fulfillment professionals responsible for maximizing the post-sales customer experience and customer retention.

* Consistently beat service level goals and increased the effectiveness of the team by introducing a continuous improvement mentality and approach, by increasing capacity with process improvement and staff growth, by leading systems improvements, and by decreasing operating costs as a percent of revenue.

* Designed and implemented a performance measurement, commission, and incentive programs setting clear and measurable quality and productivity standards and identifying service areas needing improvement. Results included an improvement in response times of greater than 50% and a higher, more consistent level of service with scores consistently greater than 97%.

* Led the definition, implementation, and ongoing management of Salesforce.com's sales automation and service & support functionality across the direct sales and operations departments leading to greater efficiencies and information sharing and improved activity and case tracking and reporting.

Keane Consulting Group, Chicago, IL

2001 - 2004

Manager, Financial Services/Insurance and Manufacturing/Distribution Groups

* Improved the operating efficiency of the nation's leading life insurance company by redesigning cross-functional processes and documenting detailed procedures in application input, underwriting, policy assemble, and post-issue services.

* Led the definition and implementation of a paperless underwriting process with Documentum and Input Accel technology for the disability insurance and term insurance divisions. Responsibilities included project and change management, process design, requirement definition, cost/benefit analysis, disaster recovery and business continuity planning, and end-user training.

* Defined and implemented a promotion management process and application that improved the efficiencies of key promotional functions. Responsibilities included process design, requirement definition, training and testing.

* Created and implemented successful change management initiatives through process and technology pilots, interactive model offices, end-user training, and user-acceptance testing.

marchFIRST, Chicago, IL

(Company went bankrupt in March 2001)

2000 - 2001

Senior Consultant, e-Business Architecture Group

* Led the business analyst team in the development of a go-to-market business model and application for an online life insurance concierge for a leading international insurance company.

* Streamlined the acquisition process for a venture capital firm by redefining the business process and requirements and developing detailed use cases according to the Rational Unified Process, and performed overall quality assurance.

Deloitte & Touche LLP, Chicago, IL

1999 - 2000

Senior Consultant, Performance Improvement and Technology Group

* Developed an Internet strategy to unify departmental strategies and create the organizational infrastructure for citywide initiatives. Led interviews, conducted benchmarking, and researched content management applications.

* Led the business analysis team in defining business processes, procedures and technology requirements for the enterprise portal and reporting tool of a business process outsourcing organization.

* Assessed the technology and telecommunications infrastructure for a leading area retail organization and created a strategic plan to implement new retail technologies and telecommunication equipment to improve operations.

CNA Financial, Chicago, IL

1996 - 1997

Planning Analyst and Coordinator

* Defined the business requirements for implementing PeopleSoft Budgets across the enterprise. Consulted on the development of a human resources data warehouse and OLAP tool used for workforce recording, analyzing, and reporting.

* Developed monthly variance reports for senior management, and implemented the new governance and information-reporting framework, planning process, budget system, and corporate reporting database.

United States Fidelity & Guaranty, Seattle, WA

1994 - 1996

Fidelity & Surety Underwriter

* Underwrote a portfolio of 15 independent insurance agencies and 40+ fidelity and surety accounts that generated over $1,000,000 in annual premiums with in-depth financial analysis and strong customer relationship management.

EDUCATION

University of Notre Dame, Mendoza School of Business, Notre Dame, IN

* Master of Business Administration, Concentrations in Management and M.I.S, 1999

* Bachelor of Business Administration, Finance, 1994

CERTIFICATIONS and SKILLS

MS Project, MS Access, MS Office, Visio, Six Sigma, Salesforce.com

AWARDS and RECOGNITION

* CRM Magazine - 2007 Service Elite Award winner for Agent-Facing Universal Desktop (April 2007)

* DreamForce 2007 - Speaker, "Running a World-Class B2C Call Center with Salesforce.com Call Center" (September 2007)

* DreamForce 2009 - Speaker, "Insight into Action: Optimize Service in Real Time for Winning Results" (November 2009)

* Crain's Chicago Business - "Chicago's Coolest Offices 2012" (October 2012)

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