Dave Appert Email & Phone Number

Farragut, Tn, Us

Maryville, Tennessee, Us

Hired into new role chartered to transform the Customer Care function for Clayton’s Homebuilding Group. Identified operational enhancements and aligned the organization on core elements of the future state vision. • Operational priorities included the implementation of weekly and monthly BAU cadences necessary to deliver steady progress towards newly defined KPI targets. Improved metrics, new reporting, enhanced CRM capabilities, and regular forums to establish action plans and monitor results were deployed in partnership with the field and home office teams. Raising team morale, alignment across 40+ manufacturing facilities, regular leader communication, sharing of resources, training, and constant real-time collaboration were also people-related priorities. • Work to define the future state vision and establish a multi-year roadmap has been balanced with “run the business” priorities and significant progress has been made. Through immersive discussion, thoughtful engagement across all stakeholder groups, and rigorous analytical work the Customer Care function of the future is taking shape. To realize this vision, our work has been focused on elevating the people, process, and technology dimensions of Customer Care to a level that delivers on the company’s “customers for life” culture.• During the Covid-19 crisis was invited to participate in multiple forums hosted by prominent members of the national and international field service community.

Atlanta, Georgia, Us

Director, Operations Process – At-Home Services Customer Support Centers Oct. 2013 – Aug. 2019Committed to dramatically improving customer experience while playing multiple roles within the At-Home Services multi-site customer contact center space.• Led 240-person Customer Support Center team. Transformed a young team failing to meet expectations. The transformation was comprehensive including an overhaul of team culture, technology, operational process, organizational structure, metrics and objectives. Roadmap to success began with careful assessment of external and internal customer needs through journey-mapping. Social operating mechanisms were created to drive and manage change. Led a comprehensive assessment of the team’s technology stack, identified gaps and secured funding. • Built a 140-person team to in-source operations conducted by a BPO. Deconstructed operations, identified value-drivers, and established a master plan that would significantly enhance the customer experience.• Upon a re-organization of the Services Customer Support Centers assumed responsibility for all support functions including Analytics, Workforce Management, Quality and Process, and Technology. Served as Product Owner of a $9M agile technology implementation. Assumed responsibility for migrating the full team from traditional waterfall methodology to agile .• Effective March 2018 role was re-defined to focus on workforce management, analytics, and customer experience. The group’s responsibilities also grew to include optimization of field resources. This responsibility required the team to align the organization on evolving, technology-enabled processes that leverage field capacity in completely new ways. In parallel, senior resources were re-positioned within the Customer Support Center to launch a CX initiative to reduce customer friction across multiple points of engagement.

Atlanta, Georgia, Us

Led team responsible for establishing and maintaining strategic direction of installed window, entry door, storm protection, insulation, gutter, and water treatment programs totaling over $300M in annual revenue and $100M in procurement spend. Defined go-to-market value proposition and delivered customer-obsessed programs to 100% commissioned sales consultants. Collaborated with cross-functional leaders to create consistent yet highly personal in-home selling systems and fulfillment processes nationwide. Drove product innovation in partnership with multiple suppliers to achieve jump the curve results beyond just revenue. Led comprehensive qualitative and quantitative DAVID L. APPERT360 Woods Lane Ÿ Alpharetta, GA 30005 Ÿ (678) 249-5468 Ÿ apperthoo@bellsouth.net_____________________________________________________________________________________consumer insights surveys and initiatives to gauge consumer sentiment. Mapped customer journeys and designed and implemented multi-channel marketing strategies including industry-leading digitized selling collateral. • Successfully grew supplier footprint 800% over 8 years to provide sales consultants with the ability to fully leverage the scale of Home Depot in an individualized and personal way on every in-home appointment• First to market with in-home sales process that exposed customers to new energy tax credits that resulted in federally funded discounts approaching 30%

Managed over 50% of corporate staff supporting a $300MM installed window and siding company. Leveraged opportunity to drive transformational change in a highly entrepreneurial environment still led by company founders. Responsible for order processing, customer care, call centers, and administration/procurement.• Led enterprise-wide project initiatives to automate a wide variety of manual processes. Introduced customer-focused development methodology that reduced or eliminated the need for training and documentation.• Created a culture within the support functions that aligned with the founders’ vision to deliver a world-class customer experience in a way that completely ignored conventional wisdom pervasive among the competition.

Atlanta, Georgia, Us

Collaborated with product merchants to establish and execute merchandising strategy. Identified opportunities to improve sales and profitability while dual reporting to Merchandising V.P. and Director of Analysis. Managed analysts assigned to Electrical, Seasonal, Plumbing, Lighting, and Flooring Merchandising VPs. • Financial lead for multiple product line reviews that resulted in 18%+ cost out• Performed analytics supporting domestic/international sourcing decisions that yielded 22%+ savings

Atlanta, Georgia, Us

Managed three departments (60 associates) accountable for installer payables, analytical support for Merchandise Accounting senior management, and Distribution Center financial reporting.• Designed and implemented Home Depot’s first installed-sales performance reporting system• Implemented P&L reporting for Cross-Dock Distribution Center network

Atlanta, Georgia, Us

Conducted operational and financial audits of import Distribution Centers. Managed G&A planning process for imports and logistics departments.• Identified opportunities to improve efficiency and thereby reduce costs related to drayage by 22%• Created a system for calculating and evaluating fully-loaded landed costs at SKU-level

Atlanta, Georgia, Us

Created store/department-level financial plans that balanced to corporate performance objectives. Analyzed impact of store operations process changes and prepared pro-forma financial reports.• Integrated new layers of field managers into the planning process without compromising process efficiency• Participated as financial point person on cross functional teams responsible for evaluating new store formats

Atlanta, Georgia, Us

Managed implementation of financial planning systems including software selection process. Liaison between Finance and I.T. functions.• Drafted “Calculations Dictionary” documenting Home Depot’s application of the retail method of accounting• Designed and managed execution of test plans for new merchandise statistics and fixed asset accounting systems• Defined functional requirements for first-generation department and class-level planning software

Atlanta, Georgia, Us

Defined requirements and relational database strategy for the company’s first merchandise performance reporting systems.• Conducted comprehensive evaluation of “as-is” data gathering and reporting processes• Engaged cross-functional senior leaders to define “to-be” requirements and reconciled competing priorities• Ensured data structures, calculations, and reports aligned precisely with Home Depot’s accounting methodology• Designed all department-specific report layouts and successfully lobbied for flexibility to support class-level data• Managed migration of all historical data

Documented workstreams and identified change management requirements associated with large systems implementations at multiple client sites. Designed and developed online training courses and prepared pitches for new business.

Bachelor Of Science, Finance And Management

Diploma, General