Dave Vierck

*** ******** ******, ************, ************* 01588

508-***-**** acrwdz@r.postjobfree.com www.linkedin.com/in/davidvierck

Summary

Adaptable and innovative Customer Operations Leader who builds high-performing teams, operational efficiencies, and world class customer service. Global experience in multiple industries. Proven ability to move multiple departments toward a common goal.

Professional Highlights and Accomplishments

Led district guest experience improvement team that raised overall guest satisfaction scores by 35%.

Improved operational efficiency by increasing team product line accounts 30% while maintaining staffing level.

Project managed the successful introduction of 13 new product lines.

Successfully managed the processing of over 1 million shareholder accounts, consistently exceeding client accuracy and deadline guidelines.

Created district guest focus, improving guest survey scores and customer satisfaction from bottom 10% in region to top 10% in region.

Managed a team that successfully converted over $100M in shareholder accounts.

Led teams ranging from 27 to 200 customer service/operations team members.

Technical Skills

Microsoft Access, Excel, Word, PowerPoint, Project, Outlook. PeopleSoft CRM & ERP

Experience

AUTOMATIC LAUNDRY SOLUTIONS, West Newton, MA 2014-2015

Regional Account Manager

Responsible for managing customer accounts located in southeastern Massachusetts. Areas of responsibility included customer retention, customer service, and creating additional sales.

Managed 100+ customer accounts to ensure a high level of customer service and customer retention.

Maintained a 99% customer retention achievement.

Increased customer satisfaction rating by 12%.

Achieved additional sales growth through prospective customer site visits and cold calling.

TECHNOLOGY SECTOR MANAGER 2008 - 2013

ARRIS, Westborough, MA 2008-2013

Customer Operations Manager

Responsible for managing 27 person customer operations team that serviced 4000+ MSO customer sites globally. Areas of responsibility included customer retention, operational efficiency, project management, customer service, asset recovery, and billing.

Project managed the successful introduction of 13 new product lines into operational workflow for multiple departments.

Improved operational efficiency by maintaining staff level while increasing product account workload 30% in three years using Six Sigma principles.

Transformed customer operations team customer service culture.

Increased customer satisfaction scores annually.

Increased number of customer survey responses by 400%, allowing for greater customer input.

Created and achieved customer inquiry rapid response goal, reducing customer inquiry response time by 50%.

Improved asset recovery process reducing annual outstanding assets by $1.2M

Increased annual revenue by $1.5M.

RETAIL SECTOR MANAGER 2003 - 2008

TARGET CORPORATION, Millbury, MA 2007-2008

Executive Manager

Responsible for managing 200 person guest experience team and captained district guest experience team that serviced 500,000+ customer visits annually. Area of responsibility included store operations, customer service, development of new district programs to improve guest experience, and project oversight of new store set up.

Exceeded store sales goal of $30M by driving excellent guest service and ensuring seamless store operations.

Led district guest experience improvement team that raised overall guest satisfaction scores by 35%.

Raised independent guest experience survey scores from failing (1/7) to a district leading (7/7) by developing a storewide superior guest shopping experience.

Project Managed district operations team responsible for successful opening of two new stores.

Collaborated with and tied together multiple store units to ensure seamless store operations.

BED BATH AND BEYOND, Framingham, MA 2005-2006

Senior Manager

Responsible for managing 75 person team that serviced 100,000+ customer visits annually. Areas of responsibility included store operations, customer service, and development and coordination of district service strategy.

Exceeded store sales goal of $17.2M.

Implemented district customer service plan that increased bridal registrants by 21%, items per registry by 14%, and sales for department by 26%.

Analyzed weekly and monthly financials for trends and opportunities to ensure continued store sales growth.

Ensured outstanding customer service and operational efficiency through associate training, strong goal setting, and consistent follow up.

THE HOME DEPOT, Marlborough, MA 2003-2005

Customer Service Manager

Managed 237 store team members including 28 Specialty Services team members. Responsible for increase in specialty and store sales, store operations, and customer service.

Exceed store sales goal of $42.1M. Exceeded prior year’s sales goal of $38.6M.

Maintained store profitability through report analysis, identifying trends, defining root problems, and developing appropriate responses.

Trained and developed associates through formal and informal training programs.

Monitored and ensured appropriate in-stock status and inventory level for 36,000 items.

Consistently monitored the job performance of 237 associates, provided feedback, and motivated associates to perform at a high level.

FINANCIAL SECTOR MANAGER 2001 – 2003

PFPC GLOBAL FUND SERVICES, Westborough, MA 2001-2003

Senior Unit Manager

Managed a 53 person team responsible for stock/bond financial transactions for 20,000+ customer accounts. Area of responsibilities included extensive client interfacing and ensuring exceptional degree of processing accuracy by team.

Successfully managed the processing of over $5M in trades on a daily basis.

Serviced multiple high end clients. Successfully maintained important client relationships and loyalty in the competitive financial services industry.

Recognized for developing and nurturing high-end client relationships through trust and attention to detail.

Developed the performance of three Unit Managers, as well as 50 processing and quality control personnel.

Achieved industry leading processing accuracy rate.

Education

Bachelor of Science in Business Administration, Northern Arizona University, Flagstaff, AZ

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