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Dave B. is listed as Director of Support Services Research for TSIA at Technology Services Industry Association (TSIA), based in Washington DC-Baltimore Area, United States, United States. AeroLeads shows a work email signal at tsia.com, phone signal with area code 443, and a matched LinkedIn profile for Dave B..
Dave B. previously worked as VP - Customer Experience & Services at Basys, Inc. and Chief Customer Officer at Ancile Solutions, Inc.. Dave B. holds Bs, Oceanography/General Engineering from United States Naval Academy.
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AeroLeads found 1 current-domain work email signal for Dave B.. Compare company email patterns before reaching out.
I am a Transformational Leader in Customer Success and Customer Support. My passion and my special skill is motivating global teams to deliver first-in-industry service and support. Executive colleagues know me for my achievements improving operations and customer satisfaction. I am a gifted communicator who shares technical and business vision and champions new concepts. My strength is restructuring customer service and support organizations ahead of market forces. Accomplishments: PERFORMANCE METRICS: Led team of 45 to service/support 3200+ global customers and deliver performance metrics of 93% EBITDA, 98% Customer Satisfaction, and less than 6% Customer Churn on a consistent annual basis. Customers included 50% of the Fortune 100, such as PepsiCo, Estée Lauder, Tyson Foods, Pfizer, General Motors, and many others.CUSTOMER SUCCESS REFERRAL PROGRAM: Partnered with team to develop sales referral program that has generated sales pipeline opportunity growth of 30%+ each quarter and increased sales 150% in 2 years.CUSTOMER SATISFACTION & FIRST-EVER NPS MEASUREMENT: Achieved positive NPS score of 21, pinpointed customers in need of remediation, and identified areas for improvement. Drove customer satisfaction from 90% to 98%.MARGINS / P&L / SHAREHOLDERS ROI: Instrumental in achieving/maintaining high profitability margins (93%+ EBITDA contributions), allowing recapitalization event in mid-2016 - shareholders realized 2X ROI on original investment.STEVIE AWARDS: Team recipient of 2013 Stevie Award – Bronze for “Best Use of Technology in Customer Service,” “Relationship Management,” and “Innovation in Customer Services.”SPECIALTIES Executive Customer Engagement | Support & Service Excellence | Organizational TransformationGlobal Operations Leadership | Customer-Centric Focus | Standards, Processes & ToolsProgram Development / Execution | Team Development & Mentoring | Performance & Metrics
Listed skills include Certified Scrum Master Csm, Recruiting, Sap, Business Planning, and 46 others.
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San Diego, CA, US
As the director of support services research for TSIA, I provide TSIA’s Support Services members with research and advisory to help them optimize their Customer Support organizations (including help desks, call center, and tech support) to achieve and deliver desired customer and organizational outcomes. I am passionate about using my years of Customer.
Baltimore, MD, US
Led and grew a 30 member customer experience team through an initial phase of transformation to improve customer service and productivity for consulting services and customer support teams. Regularly updated the Board on business strategy and operational performance. Reported directly to the CEO.
Elkridge, MD, US
Led 45 team members in $56M+ global Customer Success and Support Services organization to deliver software solutions for 4600+ lifetime customers with 20M end users. Regularly updated Board regarding strategy and business. Reported to CEO. Customers included 50 of Fortune 100 companies, such as PepsiCo, Estée Lauder, Tyson Foods, Pfizer, General Motors.
Elkridge, MD, US
Managed all customer relationship, customer success, and support strategies, utilizing best practices and state-of-the art cloud technologies to maximize customer experience and to reduce customer effort level.CUSTOMER CHURN: Drove service operations and achieved low customer churn rate (6% or less) for 4000+ lifetime customers and 19M end users across 90+.
Columbia, Maryland, US
Led 55+ team members located in the US, Canada, Germany, UK, Australia, and Japan to service multiple software product lines for 2,500 North American and International customers. Delivered Tier 1 through Tier 3 customer support services. Delivered YoY EBITDA results of 89% on average; steadily grew support and maintenance P&L to $40M.PRIVATE EQUITY BUYOUT.
Columbia, Maryland, US
Directed 20-member team to support 950 international and North American customers. Served as primary customer account manager for North American professional services – oversaw delivery of services from order-to-cash. Established high levels of customer satisfaction (near 100%) and grew business from $2.4M annually to $13.1M - 200% YoY growth rate in 3.
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Dave B. works for Technology Services Industry Association (TSIA).
Dave B. is listed as Director of Support Services Research for TSIA at Technology Services Industry Association (TSIA).
AeroLeads has found 1 work email signal at @tsia.com for Dave B. at Technology Services Industry Association (TSIA).
AeroLeads has found 1 phone signal(s) with area code 443 for Dave B. at Technology Services Industry Association (TSIA).
Dave B. is based in Washington DC-Baltimore Area, United States, United States while working with Technology Services Industry Association (TSIA).
Dave B. has worked for Technology Services Industry Association (Tsia), Basys, Inc., Ancile Solutions, Inc., and Rwd Technologies.
You can use AeroLeads to view verified contact signals for Dave B. at Technology Services Industry Association (TSIA), including work email, phone, and LinkedIn data when available.
Dave B. holds Bs, Oceanography/General Engineering from United States Naval Academy.
Dave B. is listed with skills including Certified Scrum Master Csm, Recruiting, Sap, Business Planning, Business Process Improvement, Program Management, Operations Management, and Change Management.
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