Dave Y. Email & Phone Number

Albuquerque, Nm, Us

Guide the Support team's self-service and AI strategy to achieve maximum cost efficiency.

Austin, Texas, United States

I am responsible for all post-implementation customer support needs across all product lines, focusing on optimizing performance and scaling for rapid growth. I also work closely with other Customer Success leaders that direct separate adoption, retention, and partnership efforts to ensure an integrated, industry-best customer experience.

Austin, Texas Area

I manage multiple teams that handle all inbound support requests for R365 customers.* Reduced cost of case resolution by 32%.* Reduced average first response time by 77%.* Improved one business day resolution rate by 17%.* Implemented CSAT program and improved satisfaction rate by 10%.* Implemented Quality Assurance program.* Reformed ticket classification system for enhanced reporting capabilities.* Automated and eliminated human triage role, promoted personnel.* Implemented customizable search in Support Center and used data and tools to improve case deflection.

Austin, Texas Area

I collaborate with Customer Experience management to identify shortcomings in department operations. We jointly formulate solutions, and then I mobilize my Operations team (4 direct reports, 11 total members) to implement these solutions, which subsequently become ongoing Operations team responsibilities:• We ensure that members of Customer Experience have the information they need when they need it (documentation, release notes, change announcements, quizzes, etc.).• We deliver thorough training to new hires and regular quality assurance analysis to tenured members, driving continuous improvement in Customer Experience quality.• We convert negative survey feedback into white glove outreach to help the customers most in need of assistance.• We manage technical escalations to ensure IT awareness of infrastructure issues, Engineering awareness of product defects, and Customer Experience awareness of IT and Engineering findings.I also jointly manage the following Customer Experience properties and efforts:• quarterly budget• cultural events and employee engagement• hiring and retention• policies and proceduresAccomplishments:• Helped improve employee net promoter score of Customer Experience team from (-38) in 03/2017 to (+34) in 03/2018.• Mentored numerous employees to promotions within and outside of my team.• Created and implemented custom quality assurance program that has provided visibility into service quality and ongoing improvement in performance.• Created knowledge base for V2 platform from scratch.

Austin, Texas Area

• Define stylistic and organizational standards for company self-help resources.• Ensure resource alignment with business objectives.• Identify impact of forthcoming code deployments on resource accuracy and adequacy.• Assign, prioritize, edit, and approve content updates and new resource creation.• Evaluate resource performance (user feedback, survey responses, analytics data).• Translate learnings into actionable improvement efforts.• Design and improve customer satisfaction survey questions.

Austin, Texas Area

• Create and edit communications for internal and external audiences.• Manage and moderate company user forums.• Document internal company procedures.• Create and deliver training resources.• Script, record, narrate, edit, and publish product training videos.• Create and manage content for automated question & answer database used for live chat volume deflection.• Create and manage company release notes page.• Create, document, and manage company status page.• Design new customer-facing process workflows.

Austin, Texas Area

• Address all customer service escalations.• Process compensation requests in decision-making capacity.• Identify customer pain points and recommend solutions.• Evaluate and improve company policies and procedures.• Respond to Better Business Bureau complaints.• Process chargeback rebuttals.• Support merchants with a wide variety of fundamental ecommerce management tasks.

Austin, Texas Area

• Assist customers with account management tasks through phone calls, live chat sessions, and emails.• Document and report customer pain points.• Document team standards.• Train fellow team members.