Dave Farley Email and Phone Number

• Responsible for leading AI teams in developing self-service solutions leveraging MS AI solutions.• Responsible for the successful delivery of projects representing >$5million in revenue, ensuring that both timeline and budgets meet customer expectations • Day to day management of the multiple project team resources, both internal and external, to ensure successful completion of the project milestones • Creation and maintenance of project forecasting and costings• Ensure strong process adherence by the project team members including time reporting • Responsible for maintaining on time achievement of project milestones & budget, and strong focus on the customer which can be at times in conflict with each other. • Providing direction, leadership, and coaching on project specific tasks as well as individuals’ professional development

Responsible for the management of both strategic and operational relationships between Nuance and its customers worldwide, in meeting and exceeding existing service level contracts. These contracts include the need to meet an established operational availability of 99.999% for enterprise class customers globally. • Manage a team of 15 Technical Account Managers, responsible for the operational success of 31 enterprise class customers. (USAA, Citi Bank, US Airways, AT&T, Wells Fargo); representing ~$75million in annual revenue.• Responsible for program management of technical deliveries into both server and mobile environments.• Responsible for recruiting, training, and implementing a World Class Support Operations Team, focused on supporting a highly technical product, deployed across large scare enterprise customers. These customers include Wells Fargo, American Airlines, USAA, and Metro PCS.• Responsible for building internal and external operational processes that have exceeded SLAs and customer expectations• Responsible for implementing tools and systems that have assisted in the ability to efficiently and accurately track issues and communicate effectively with enterprise class customers• Responsible for change management procedures and management for all enterprise customer services.

Responsible for both the strategic and daily management of the AT&T account support team, with 5 direct reports, as well as the overall relationship between AT&T and Qpass.

Responsible for direct sales of enterprise clients including recruitment and establishment of channel partners, the development of technical competency and the expertise in selling the Clearswift line of products. As one of 4 senior executives in North America Division, also managed Technical Support, Professional Services, Customer Training, and IT Teams for all US Operations including the management of 15 Level 3 Technical Support engineers, responding to an average of 90 calls per day.

Responsible for management of teams providing world-class support of the computing and networking infrastructure allowing a high availability of services for wireless, wire-line, and merchant customers. Managed 70 full-time employees.

Responsible for building the customer service and support teams, growing from 1 to 130 employees. Implemented all departmental processes and policies needed to fully support and manage 24/7 Customer Service Center, responding to over 1,000 phone contacts, and well over 5,000 email contacts monthly.

Responsiable for managing the Day Shift of Technical Support Services. The involved a team of over 90 fulltime engineers, support over 5000 calls daily.

Responsiable for day to day technical operations of manufacturing and sales systems.