DEVIN J. PARKES

**** ****** ***** · Highlands Ranch, CO 80126

801-***-**** · ad0k3r@r.postjobfree.com

https://www.linkedin.com/in/devin-j-parkes/

Versatile and experienced leader - specializing in Support and Client Success strategies. Skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Adept at managing teams of 3-5 employees with 10 direct reports to accomplish challenging objectives. Impart clear vision to guide cohesive, high-performing teams. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

SPECTRUM – CHARTER COMMUNICATIONS

Senior Manager - Enterprise Digital Operations - Feb 2023 - Current

Immediate impacts – Documentation created and migrated to internal SharePoint KB

Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.

Created and successfully launched a streamlined process for Incident Handling

Created and implemented a process using automation to facilitate CX errors into workable tickets for the support organization.

Evaluated hiring, firing, and promotion requests.

Held monthly meetings to create business plans and workshops to drive successful business.

Implemented and developed operational standards, policies and procedures.

Executed appropriate staffing and budgetary plans to align with business forecasts.

Produced staffing matrix to provide adequate coverage of department.

ADPAY AND LEGACY.COM

Director of Client Success and Service Operations - Oct 2018 – Feb 2023

Reporting directly to the COO and CEO

Managed relationships with executive sponsors and key client team members at required levels in organization.

Owned all aspects of Client-focused Operations and Customer Service for the company

Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Tracked and supported delivery of partner-facing support operations, reported metrics, managed escalation and optimized client experiences.

Directed department through an accelerated process and technology improvements, leading to improved job performance

Led department through organizational expansion with increased contacts of 300% - Order Fulfillment, Client Support, Media Client Relations

Hired, promoted, and trained 3 team managers all supporting various aspects of the Client Success and Service team

Established performance goals for employees and provided feedback on methods for reaching those milestones.

Established team priorities, maintained schedules and monitored performance.

Successfully managed budgets and allocated resources to maximize productivity and profitability.

Collaborated closely with front-end users and internal stakeholders to successfully release a new front-end user interface that enhanced the user experience and improved their submission capabilities

Result – reduction of time spent on order process by an average of 2 minutes and increased Order Completion Rate by 18%

Quickly and efficiently provided process enhancements to support increasing workloads.

Developed and implemented engagement engineering techniques that allowed our department to shift from B2B technical support and customer service into a B2C model while keeping our B2B mindset and partnerships

Build and support professional partnerships with external clients – hosting calls, training, and monthly/quarterly updates

Developed reporting to quantify productivity and supply data for senior and executive-level stakeholders.

ANCESTRY.COM

Manager of Member Services Operations Oct 2013 – Oct 2018

Lead and manage teams of up to 20 CSA’s, which includes interviewing, hiring, and managing team performance as well as ensuring that employees meet standard Performance Goals and other department initiatives

100% completion rate – performance and delivery of weekly Quality Assurance reviews

Performed process improvement to enhance QA measurements increasing coaching and direct report engagement

Resulting in an 8% average increase in CSAT scores

Designed and implemented a “Triangular Coaching” method for QA process – increased Employee Engagement and ESAT by 15%

Piloted a new position within the department, creating the Senior CSA role, and after built a team of 15 Senior CSAs to function as escalation and manager team for the department

Designed and implemented training content, staffing forecast, and scheduling analysis and managed team development

Project Manager – Salesforce Font End Design and Implementation

Developed and maintained relationships with customers and suppliers through account development.

Accomplished multiple tasks within established timeframes.

Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.

Managed and motivated employees to be productive and engaged in work.

Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

MODUSLINK

Senior Workforce Analyst Dec 2009 – Oct 2013

Increased Call Center profitability by $100,000 per year

Supplied improved analytics to show benefits to cross-training teams within the department

Implemented IVR and Call Routing improvements decreased caller abandon rates by 30%

Forecasted and reported on monthly and quarterly Revenue/Cost and P&L outcomes for internal management and external clients

Redesigned and presented user-friendly reports for MBR’s and QBR’s for multiple accounts

Drafted reports on company financial metrics to assess successes and account for deficiencies.

New reports supplied clear data and analytics results for Rev vs Cost and P&L trajectory.

Conducted interviews with key business users to collect information on business processes and user requirements.

Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.

Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.

Delivered analysis of market, sales and consumer trend impact on long and short-term strategies.

Generated business intelligence reports to inform strategic decision-making.

MODUSLINK

Supervisor Jan 2006 – Dec 2009

Supervised and trained groups of 10-30+ employees in multiple departments – D2C Sales and Technical Support

Developed process improvements in an $88,000 annual cost-savings project by implementing Lean and Six Sigma principles

Aided with planning and implementation of a new Apple, Inc

Account by creating work instructions for quality assurance & customer outreach processes.

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.

Achieved results by working with staff to meet established targets.

Evaluated employee performance and coached and trained to improve weak areas.

Skills

• People Leadership

• Customer Experience

• Support and Operations

• Workforce Management

• Microsoft Office Suite

• Process Improvement

• Incident Handling

• Project management

• Product management

• Scrum Master

• Escalation Resolution

• Agile Methodology

• Jira

• Waterfall

• User Experience (UX)

• Zoom Phone

• Lean and Six Sigma process improvement strategies

• Salesforce

• SharePoint

• ADO

• Custom View

• Paylocity

• RingCentral

• WorkDay

• FogBugz

• Data Analytics

Languages

• English

• Portuguese

• Spanish

QUALIFICATIONS / ADDITIONAL INFORMATION

Husband to 1 and father to 5

Devoted admiration to the world of sports “Go HAWKS!”

Over 15 yrs. Experience in Management of Support and Operations

15 years of Call Center Management and Customer Service – B2B, B2C, SaaS, and D2C.

10 years of Data Analytics

Master of Engagement Engineering – how to control the conversation and how to deescalate

Knowledge of Lean and Six Sigma process improvement strategies

Proficient in: Salesforce; ADO; FogBugz; RingCentral; Zoom Phone; WorkDay; Paylocity; SharePoint; Verint; Aspect SMS; Custom View; Microsoft Office Suite – Excel, PP, and Word

Language: Fluent in spoken and written Portuguese, Spanish

Volunteer service representative in RS, Brazil for 2 years

EDUCATION

BRIGHAM YOUNG UNIVERSITY 2004-2006

PROVO, UT

Cumulative GPA 3.7 while working full-time

Bachelors – Business Administration and Management - WIP

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