Customer Success Inside Sales

DAVID TROWERS

Attleboro, MA 860-***-**** **************@*****.*** Linkedin www.linkedin.com/in/david-trowers- a94294b0

HIGHLIGHTS

20+ years exp in Security in Corporate, event, and nightlife environments

15+ years exp. in Inside Sales, Customer Upselling, Retention, and Acquisition.

Hit and exceeded Customer upsell KPIs by 30% for December 2022, January, and February 2023.

Earned a distinguished reputation for cultivating robust relationships with high-value and intricate accounts. CORE SKILLS & COMPETENCIES

Customer Care

Customer Onboarding

Customer Relationship

Product Knowledge

Enterprise Sales

Customer Success

Email Marketing

Customer Journey

Resolution Processes

PROFESSIONAL EXPERIENCE

Event Security Supervisor TD Garden 2021-Present

• Provide effective crowd management and exterior/perimeter security in a dynamic, crowded, emotionally charged environment while on shift during TD Garden events.

• Perform other duties of a more responsible and demanding level involving leadership and professionally interacting with the public and law enforcement/emergency response agencies.

• Responsible for crowd management lane set up and breakdown and to provide active crowd management before and after the event.

• Responsible for maintaining a visible security presence on the North Station Platform and various exterior locations and helping sustain a safe and orderly environment while performing foot patrols.

• Responsible to help provide arena perimeter access control.

• Responsible for providing policy enforcement and ensuring evicted guests safely leave the property without disturbance.

• Responsible for providing emergency and incident response, primarily on the North Station Platform and various exterior locations, but also occasionally inside the event arena and concourse area. Client Success Manager Liaison International 2013 – 2023 As a Client Success Manager, I was a campaign strategist and relationship manager responsible for understanding my client’s specific needs, strategizing the best options, and rolling out plans in collaboration with the Enrollment Marketing department. Also, utilize Liaison’s enrollment marketing software and leverage digital marketing channels to launch college marketing initiatives which may include print, email, and digital ads. Delivered high-level customer experience and ensured successful client account operations.

Key Responsibilities:

Client Relationship Management: Cultivates and fosters enduring client relationships, surpassing expectations with an exceptional 95% satisfaction rate and an impressive 90% client retention rate. Acted as the direct liaison for three major associations, successfully managing relationships and facilitating over 250 collaborative meetings and sessions with AUPHA, ASPPH, and CAATE annually.

Team Collaboration: Successfully onboarded and managed 175-200 graduate degree programs annually in the Public Health and Athletic Training fields, resulting in at least 15% increase in program participation. Additionally, oversaw the seamless operation of multiple Centralized Applications, processing over 75,000 applications annually through platforms like ATCAS, SOPHAS, SOPHAS Express, and HAMPCAS. PROFESSIONAL EXPERIENCE (CONTINUED)

Budgetary Oversight: Solely managed and strategically allocated an annual budget of $125,000 for Application Fee Waivers, achieving a 100% utilization rate without overruns. Efficiently processed and distributed over 2,500 Fee Waivers and Coupon Codes, benefiting a significant number of applicants.

Training & Development: Provided comprehensive training and guidance to over 50 clients across various programs annually, ensuring they achieved a 95% proficiency rate in application processes, data reporting, and new feature utilization.

Customer Success & Care Manager Splash Spritzo (OfficeTeam) 2012 – 2013 Key Responsibilities:

Achieved recognition by consistently ranking in the Top 5 for lead generation in the office as a temp.

Demonstrated dedication to high-quality customer service by effectively managing a substantial number of accounts.

Proactively conducted a minimum of 250 cold calls daily, showcasing proficiency in lead generation and client outreach.

Rental Branch Manager Enterprise Holdings 2008-2012 Key Responsibilities:

As a Branch Manager, I oversaw a team of five, achieving a standout annual income of $1.8 Million, which surpassed area average by $800,000.

Fostered staff development, leading to multiple promotions and two team members ranking in the region's top 5 for sales.

Managed a rental car fleet that fluctuated from 175-250 vehicles. EDUCATION

Bachelor of Science – Criminal Justice Mount Ida College 2005

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