Director or Senior Manager, Customer Support or Client Experience

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DEVIN PARKES

e: **********@*****.***

a: Highlands Ranch, CO 80126

p: 801-***-****

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

CAREER SUMMARY

Senior leader with nearly 20 years of experience in directing customer service, sales and support, product development, and client success. Proven track record in enhancing user satisfaction, leading cross-functional teams, and implementing innovative solutions across various sectors, including SaaS and E-Commerce. Adept at leveraging expertise in project management, process optimization, and technology integration to drive growth and operational efficiency. Seeking to contribute strategic vision and leadership to a dynamic organization, ensuring exceptional service delivery and business development.

HIGHLIGHTED ACHIEVEMENTS

• 99% automated user-registration success rates via AI and Automation initiatives

• $4 million increase in annual revenue

• 89% renewal rates and contract extension

• 15% increase in CSAT and ESAT

• 97% Individual Leader ESAT and NPR score as a Senior Manager and Director

• Successful Employee Development Strategies – “coaching up, not out”

• Multimillion-dollar partnerships earned via contracts with Apple, GoPro, and Navteq PROFESSIONAL EXPERIENCE

Unemployed Nov. 2023 - Present

• BPO Consultant (Contract Work): During this period, I successfully engaged in 15 projects, providing tailored demonstrations of XM solutions to clients. My role involved onboarding new users, showcasing the platform's capabilities in Experience Management, and helping organizations optimize customer and employee experiences through strategic use of state-of-the-art XM tools.

• Ongoing Learning and Skill Development: Committed to continuous professional growth, I have completed one course or lesson per week on platforms such as LinkedIn Learning and Coursera. These educational pursuits have covered advanced topics in data analytics, project management, and the latest customer experience strategies, ensuring I remain at the forefront of industry developments and maintain a competitive skill set.

• Volunteer EAP

SPECTRUM Greenwood Village, CO

Senior Manager, Digital Operations Apr. 2023 - Nov. 2023

• Developed and implemented incident management protocols, enhancing response efficiency by 75% while clarifying stakeholder roles and optimizing communication, resulting in a 30% boost in client satisfaction.

• Introduced AI-driven automation for user registration, achieving a 99% success rate in ticket resolution, facilitating seamless account creation, and decreasing registration support inquiries by 30%.

• Oversaw talent acquisition and onboarding, improving team cohesion and nurturing a customer-centric culture, reflected in an 18% rise in Employee Satisfaction (ESAT).

• Fostered collaborative relationships with sales, support, and technical account management teams to enhance support ticket resolution processes and interdepartmental cooperation.

• Utilized Text and Data Analytics to identify prevalent support issues and guided product teams in targeted enhancements, contributing to a 10% increase in Customer Satisfaction (CSAT) without additional budget or schedule disruption.

ADPAY Englewood, CO

Director, Client Experience and Operations Support Oct. 2018 - Feb. 2023

• Developed and sustained high-quality client relationships, enhancing service delivery and customer satisfaction through proactive engagement and user experience improvements. 2

• Increased operational efficiency by three times through optimizing partner support services, achieving better resource utilization and heightened team productivity with the adoption of APIs and automation.

• Recognized with the Director of the Year award for outstanding commitment to fostering collaboration and unity within the department.

• Led the implementation of customer-centric process enhancements, contributing to the highest contract renewal and client retention rates by transitioning to scalable support models.

• Introduced advanced analytics and reporting mechanisms to facilitate performance monitoring, align support strategies with company goals, and promote data-driven decision-making while nurturing a collaborative and accountable department culture.

ACESTRY.COM Orem, UT

Senior Manager, Member Services Oct. 2013 - Oct. 2018

• Managed a team of senior agents, ensuring high employee satisfaction with a 95% Employee Satisfaction (ESAT) rate through effective leadership and communication.

• Enhanced customer service efficiency by refining escalation processes and implementing multi-channel support, improving customer experience and resolution times.

• Boosted revenue by $4 million annually and achieved a 15% rise in Customer Satisfaction (CSAT) and Net Promoter (NPR) scores by adopting engagement engineering techniques and a renewed emphasis on sales.

• Improved resource utilization and team performance by developing strategic training programs, resulting in an 11% improvement in Quality Assurance (QA) scores and a 16% increase in ESAT.

• Strengthened partnerships with customers and vendors, promoting a collaborative atmosphere that improved customer loyalty and retention.

MODUSLINK GLOBAL SOLUTIONS Orem, UT

Senior Workforce Manager Oct. 2006 - Oct. 2013

• Increased support team efficiency, resulting in an annual profitability boost of $100,000 by initiating strategic measures and fostering a cooperative work culture.

• Reduced caller abandon rates by 30% by implementing enhancements in Interactive Voice Response (IVR) and call routing, elevating customer service quality and trust.

• Provided accurate financial forecasts and reports that informed strategic decision-making and optimized operations to meet business objectives.

• Enhanced reporting systems to improve user experience and data accuracy, facilitating more effective revenue, cost, and profit and loss analysis and aiding the organization's continuous improvement efforts. AREAS OF EXPERTISE

Compliance Knowledge Relationship Building DEI Initiatives Communication Performance Tracking

Financial Analysis Team Development Process Improvement Experience Management Leadership Training HRBP Talent Acquisition Strategic Planning Incident Management SCRUM Contact Center Strategy SaaS Support and Sales Agile Methodology Six Sigma Process Optimization FP&A Employee Development Cross-Functional Teamwork Empathy Active Listening Technical Support Management Sales Development Engagement Engineering Hiring, Orientation, and Training CSM Management TAM Management Positive Attitude Team Player Adaptability EDUCATION

BYU Provo, UT

Bachelor of Business Administration 2003 - 2007

Completed coursework towards credential - studies in Administration and Management LANGUAGES

Native in English, Fluent in Portuguese, and Conversational Fluency in Spanish. INTERESTS

Time with family, sports, outdoor activities, and actively engaging in the special needs communities.

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