Dave Templin Email & Phone Number

Santa Monica, California

Provided a point of leadership to the Executive team whilst supporting the Service Leadership team with active escalation management. -Raise internal awareness on issues having a major impact on the client’s business or on the business relationship between Cornerstone and the client -Develop and implement an escalation process & material -Created reporting metrics for management to show escalations and resolution -Implemented critical issue monitoring and communications execution (client and internal) -Build strong working relationships internally and with clients in order to discover root causes of complaints and escalations while achieving satisfactory resolutions -Active stakeholder on Change Approval Board with cross-functional teams to ensure positive client experience during software updates and datacenter maintenance

Westlake Village, Ca

Managed Problem Management for Software Support Teams (40+ Team Members), including Root Cause Analysis reporting and Best Practices training programs.- Reduced human errors by 60+%- Created real time reporting metrics for management to show incidents, and preventative actions- Coordinated with management on training and coaching opportunities- Tracked incidents and preventative actions with dues dates and trending- Worked with incident management teams and Development engineering to reduced release related and migration incidents by 25%

Westlake Village, Ca

- Actively involved in development and delivery of new product offerings focused on transforming online banking user experiences- Provide analysis, assessment and research to Product and Engineering departments in support of active and potential projects- Engage directly with clients and third party vendors to assess special requests and/or to advise on problem solutions- Implement process and tools to deliver correct services and support technologies that meet the needs of our employees, customers, and shareholders- Collaborate through cross functional teams and partnering to innovate viable solutions for both old and new challenges- Lead and train Technical Support engineers on product design, support, and use- Implement and support production beta site installations for new products, services, and feature sets

Westlake Village, Ca

- Responsible for managing critical customer escalated issues- Implemented processes and tools to increase cross department efficiencies- Provide advanced application and tools training seminars- Provide guidance, assistance, and support as a SME for fellow engineers and cross departments- Responsible for technical evaluation and consultation to projects submitted through SDLC process- Identified/Defined/Drove solutions for more than 4+ product application tools and enhancements, reducing customer escalated issues by 40% and improving overall efficiency by 80% in those areas

Calabasas, Ca

- Supervised Technical Help Desk; managing 8+ Tier 2 Level Engineers- Handled over 1200 escalations monthly while achieving over 95% service goals relating to accuracy and timeliness, promoting excellent customer service - Implemented training process, procedures and documentation, improving new employee efficiency- Implemented/defined corporate standard operating procedures (SOP’s) and documentation templates through cross department collaboration- Innovated and trained on technical problem resolution best practices

Calabasas, Ca

- Primary responsibilities: resolve customer escalated issues, identify/document/correct application defects, manage and maintain M&I batch bill payment database - Established internal department workflows, increasing efficiency with resolving customer reported issues - Resolved over 80% of all customer escalated issues- Established internal, external, and after hours on-call support protocols and operating procedures