David Cowan Email & Phone Number

Santa Clara, California, United States

• Ensures conformance of TSS field documentation and test results to client, federal, and internationalspecifications.
• Coordinates with internal departments to correct field documentation, log errors, and obtain supportingdocuments.
• Maintains client-specific documentation to ensure all internal stakeholders are aligned with currentknowledge and best practices.
• Publishes work instructions for new analysts and cross-functional colleagues to process formal reportsand internal support tickets.

Mountain View, California, United States

• Created engaging programs that helped over 1000 students graduate from sponsored scholarship and train-to-hire programs by improving and standardizing internal processes.
• Improved graduation rates by 20% in cohorts by collaborating with Program Management, Operations, Communications, Student Support, Content and many other internal teams.
• Discovered and quickly resolved issues with engagement, support, internal processes and the learning platform by regularly collecting and analyzing data.
• Identified growth opportunities for the platform and helped shape quarterly OKRs by serving as the “voice of the students” within the company.
• Created and hosted live on-boarding and social events with 100+ students from many different countries in attendance.
• Managed a small team of Community Moderators, Mentors, Tutors, and/or Career Coaches to provide timely technical and administrative support.

Mountain View, California, United States

• Co-winner of the 2021 Bronze Stevie Award for Customer Service Department of the Year
• Earned a reputation for excellent service with a consistent 90%+ CSAT rating by prioritizing highly empatheticrelationships with students and clients.
• Specialized in servicing Enterprise clients (including AT&T, Bertelsmann, Ernst & Young) and Scholarship partners (including Amazon, Blacks in Tech, OneTen).
• Improved ticket resolution time by creating and revising standard email communications for most-common issues.
• Mentored colleagues by providing insight on complicated issues, training best practices, and improving workflow.

Mountain View, CA

• Advised Tier 1 agents on customer engagement, policy and documentation to improve delivery of a consistent customer experience.
• Provided high-quality customer support in a highly regulated industry to minimize legal risk.
• Used a friendly, empathetic approach to resolve nuanced customer issues.
• Collaborated with Legal, Operations, and Product Engineering to ensure rapid alignment when resolving diverse issues.

Redwood City, CA

• Resolved complex technical issues for a SaaS and on-premise enterprise marketing solution within SLA via multi-channel customer support network.
• Managed the successful launch of time-sensitive, high-priority email campaigns as part of a 24/7 global support team, resulting in an exceptional 3.8/4.0 CSAT rating.
• Leveraged on-job experience to gain proficiency with command line Linux and SQL administration, expanding the team’s ability to resolve a greater depth of issues.
• Collaborated closely with other customer-facing departments (Account Management, Deliverability Services, SaaS Operations, etc.) to improve speed and depth of root cause analyses.
• Utilized strong technical writing skills to provide internal documentation for policy and workflow, enabling cross-departmental comprehension of key business processes.
• Became a knowledge resource for licensing, administrative process, and community involvement.

• Managed tickets and escalations through multiple support queues using Salesforce and other internal channels.
• Analyzed issue trends to assist with the identification of product and process improvement opportunities.
• Streamlined case and alert handling processes, enabling engineers to focus on higher priority issues.
• Assisted with updating customer satisfaction metrics to enhance our ability to accurately measure goals.
• Updated documentation and license management to improve the customer upgrade/migration process.
• Lead a licensing update project to prevent unplanned service disruptions for over 100 customers.