Dave Groeger Email & Phone Number

Boise, Idaho Area

Client relationship/Operational management role within the Service Delivery organization servicing a large loyalty travel partner account. Collaborated with internal operations stake holders and support teams, including 800+ front end agents, located across multiple domestic and international sites to ensure operational team performance met/exceeded SOW requirements and the operating and financial goals of the company. Acted as a point of escalation and collaborated with cross functional teams to address friction points in the customer journey and drive resolution of operational issues to improve customer experiences. Conducted research and operational analysis to initiate process improvements. Represented the partner needs providing business requirements for moderate to highly complex projects. Daily/Monthly/Quarterly communications to review service performance, customer satisfaction, and progress on implementation projects.

Lead internal and external vendor teams in delivering quality management programs across multiple domestic and international locations. Accountable for driving end-to-end quality processes. Worked with client contacts, account management and internal stakeholders to integrate client quality philosophies and policies with Connexions Loyalty QA processes and identify training needs. Oversaw all client calibration. Managed call recording platform and multiple technology transition projects.

Managed the Quality Assurance program and the Qfiniti call recording system. Worked with 3rd party partner vendor to complete QA evaluations for 300+ agents across 2 call centers. Maintained and updated QA guidelines, evaluation forms and led calibration for client partnerships and internal operations and support teams. Worked with Call Center management to improve quality in each contact center

Coached, motivated and led 15-20 inbound phone travel redemption agents, resulting in team sales and operational performance improvement consistently the top or in the top group of all teams in the call center. Led the work from home team.• 2 time yearly Top Performer Award. Grand slam award for top team in each sales category. 5 time Zero outlier team (exceeded all performance stats) – Best of 14 teams. Quarterly Award Winner – Ownership Excellence• Developed-facilitated training for team leads on coaching sales to higher conversion rates and taught sales training.

Prospected, developed and maintained Commercial and Government accounts in the US and Canada. Expanded end user and channel reseller-distributor account base. Trained channel resellers and distributors on product market positioning, competitive advantages and customer benefits of TROY connectivity products. #1 wireless products sales rep.TROY Group Wireless and Connectivity Solutions Business was a manufacturer and distributor of wireless LAN and Serial Device Connectivity products enabling enterprises to share devices such as printers, LED signs, point-of-sale equipment, medical instrumentation and numerical control devices.

Boise, Idaho Area

Managed, motivated, and coached an inside sales team of State & Local Government and Education sales reps handling 60M in sales. Provided product and sales forecasting. Performed long range state, local and education segment planning to focus sales and marketing on targeted states and vertical markets. Coordinated sales reps with the bids and proposals group and legal to negotiate and gain positions on approved vendor lists and win customer procurement bids and contracts. • Improved State & Local sales team performance from 45% to 119% to goal within 6 monthsPrevious positions at MPC Computers• Inside Sales Account Manager - State, Local & Education• Sales and Technical Trainer• Sales Account Representative

Boise, Id, Portland Or, Salt Lake City Ut

• Sales Supervisor / Account Manager• Customer Service Manager• Sales Representative/Regional Sales Manager

Bachelor Of Business Administration - Bba, Marketing

Photography