Remote worker with 24+ years of experience - Last seen 1 year ago

Three central interests have been a major guide in my life - technology, mediation, and service. As the middle child of two educators, I developed an early passion for learning and a knack for helping others, balanced with a deep understanding of diverse behaviors and personalities. As I grew up this equipped me with an adaptive mindset, allowing me to navigate new situations and build meaningful connections with others through collaboration and common ground.

As an award-winning Senior Director of Customer Support, I leverage these early learnings to help build strong, diverse teams. I thrive in loosely or un-defined environments where I can establish best practices and processes to deliver the best outcomes and frameworks for growth. Each issue or challenge is an opportunity to help others, improve relationships, and find creative solutions. By blending analytical thinking, a methodical approach, and a service mentality with deep technical knowledge in multiple operating systems, engineering, and business software I deliver results in key areas.

Customer Focus - Recovered at-risk clients, retaining millions of dollars of business, helping earn TSIA certification as top customer service organization and contributing to high CSAT average. Developed premium support, generating seven figures in annual service revenue and helping retain tens of millions of dollars in ARR.

Operational Excellence - Drove exceptional levels of customer satisfaction by continually improving department processes, leading to high and rapid case closure rates. Implemented continuous employee training elevating staff skills and customer service levels. Introduced KCS and swarming support, reducing MTTR by days.

High Performance Team Leadership and Development - Recruited, developed, and led teams of diverse, highly skilled engineers and account managers that delivered aggressive customer service targets while driving scale and efficiency. Facilitated promotions of multiple team members.

Business and Technology Transformation - Designed and implemented multi-year transformation roadmap. Managed through RIF and COVID with minimal impact. Eliminated redundant business processes, reducing time to activation for customers.

Risk Mitigation and Creative Solutioning - Identified and addressed issues posing risk to customer support or success. Redesigned support model to ensure staff readiness, overhauled escalation processes reducing number of cases needing 2nd-level escalation and increased customer retention.

🛂 Nationality	🇺🇸 United States
🏡 Residency	🇺🇸 United States
📍 Location	🇺🇸 United States
Remote OK	rok.co/@davsi
LinkedIn	sdfljasfjkhsdfajsf ⭐️ Upgrade to Premium to contact
Skilled in	windows macos linkux android ios customer support customer success office365 word excel powerpoint google apps salesforce looker jira pagerduty splunk appneta coveo hardware networking creo
Fluent in	english
Preferred annual pay (min)	$125,000/year
Preferred hourly pay (min)	$65/hour
Last seen	1 year ago
Signed up	1 year ago
Badges	👨‍💻 Remote worker 🎖 Early adopter