Manager Technical Support

David Davis

*** *. ****** ***. ****** Varina, NC, 27526 Phone 919-***-**** ******@*******.*** linkedin.com/in/dadavis1

Customer Support Manager / 2ed Level Escalations Manager

Customer Satisfaction • Front Line Supervision • Strategic Planning • Process Improvement • Team Building • Complaint Handling • Cross Functional Leadership

Over 15 years’ experience in customer support for medium to Global 2000 companies. I have managed the business and operational excellence of the customer support organizations. My extensive practice with global support gives me a powerful combination of applying industry best practices while working within shoestring budgets. I have strategic focus and tactical direction towards customer satisfaction efforts I have led, resulting in fantastic organizational turnaround. Simply put, I convert support departments from cost centers to value-add centers. Regardless of the task or challenge, I have always established benchmarks of performance and standards of excellence by doing the right thing and not just the easy thing. Let’s have a conversation about how my abilities can positively impact your bottom line.

Track Record of Increased Customer Satisfaction

Innovative Process Implementation and Improvement

Relationship Building with a Bottom Line Impact

Key Skills: Analyze situations rapidly Brings out creativity in others Out of box thinking Grasps technical matters quickly Inspires others to top performance Introduce change smoothly Loyal Problem solver Relates easily to people at all levels Remain calm under pressure Successfully promotes new ideas Visionary Well respected Salesforce Admin Willing to try new approaches

Education, Florida State University, Tallahassee, Fla. 2 years

SELECTED ACCOMPLISHMENTS

Increased Customer Satisfaction – Reputation of making substantial differences within a short timeframe. Increases customer satisfaction scores from 54% to 85% in 4 months. Improved resolution turnaround time from 14 days to 3 days. Implemented call handing process improving first call resolution from 3% to 50% organization wide in 1 week. Created and implemented a multi shift case handover process streamlining live handover of cases in 1 week, resulting in complete vertical adoption and decrease of cases being backlogged by 70% and customer escalations by 63%.

Innovative Process Implementation and Improvement – Entered a non-compliant operation and installed process compliance in 4 months. Implemented case assignment process with round robin approach that reduced staff sitting on cases 100% and increased training by 35%. Improved overall productivity by 28% while reducing staff levels by 64%. Developed training program for new hires which reduced ramp-up time by 44%. Implemented live monitoring, identifying training, call-handling feedback prioritization and process metrics improving first call resolution from 3% to 50%. Reduced mean time to resolution by 84% for all product lines. Decreased backlog count with cases 13.39 days old to 8.59 days. Decreased case time last touched from 1.14 days to .64 meeting 96.15% SLA. Improved speed to answer from 2.63min to .75 meeting 96.15% SLA. Created over a 100 documents of support processes, procedures and policies.

Relationship Building with Bottom Line Impact – Expert at generating cost savings and process improvements by promoting new ideas, new approaches and winning people’s confidence through genuine relationship building. A trusted advisor to senior leadership with $6B in assets. Entrusted to create a complete business workflow contributing to $15M VC. Negotiated with VP executives to establish Director position resulting in new hire. Worked with Sales VP to establish escalation workflow process increasing customer retention by 27%. Worked with multi cultured global support teams to establish scorecards for support staff resulting in 30% improved overall performance. Initiated process of software beta testing by the support team prior to product release resulted in finding of 10% overall defects.

Career Summary

Independent Consultant, Practice Management Consulting, Fuquay-Varina NC, 2016-Current.

Technical Support Manager III, NetApp, Morrisville, NC, 2015-2016.

Technical Support Manager, Lexisnexis, Raleigh, NC 2000-2015.

Earlier Experience Includes: Senior Support Engineer, neoButler, Technical Support Rep, Shadow Solutions.

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