Dave Grimes Email & Phone Number

Minnesota, United States

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

• Build customer retention by partnering with stores, service centers, DDCs, vendors, and internal business units to resolve service, pricing, product, and policy interpretation disputes.• Negotiate and communicate compensatory resolutions to customers via phone and email. • Compose detailed contact records to ensure an accurate accounting of the customer’s voice.• Create, verify, and update customer records and contact history.

• Acknowledge and encourage submissions from field team members on the local Voice of the Customer.• Evaluate and recommend system and process improvements to field employee submission tools.• Analyze, identify and call-out consumer contact driver trends for assigned territories.• Deliver high-level consumer complaint resolution reports to district leadership in assigned territories.• Deliver representative customer comments from Consumer Relations contacts to expand leadership exposure to the Voice of the Customer.

· Managed 50 Linux-Apache-MySQL-PHP/Perl-qmail servers for 6000+ global small business client base, attaining and exceeding 99.9% uptime guarantee.- Answered technical inquiries from clients via phone and email.· Resolved server incident alerts, composed reports and recommendations for engineering to avoid recurrence, and advised clients on incident status.· Tested functionality, cosmetics, and compatibility of new features, fixes, interface changes, and prospective enhancements developed by third parties.· Documented procedures and solutions in knowledge base, company Web pages, and response templates to reduce incident duration and response time.· Trained clients and new staff on feature set including mail list manager, shopping cart, relational databases, data backup, encryption, automation, and site statistics analysis.· Recommended and installed third party scripts and assisted clients with site content modification.· Advised clients on business topics such as effective design, email list management, e-commerce, and search engine submission.· Increased revenue by upselling clients on supplemental offerings, implementing additional purchasing options into user interface, and advising clients on use and benefits of customer referral program.

· Defined, scheduled, and managed final phase of concurrent, consumer software projects in multiple languages from public beta to release to production.· Defined all product features and deliverables as project co-leader with Product Manager and Principal Software Engineer.· Staffed, trained, and managed 6-10 direct reports and contractors responsible for providing product testing, translation, and creation of documentation and training materials.· Calculated and published project budgets.· Tested functional, usability, cosmetics, and installation of company's graphics, video, and multimedia applications for Windows PCs, reporting and tracking defects in collaboration with software engineers and Quality Assurance Leads.· Coordinated public release of physical and digital product with Production Manager, Order Fulfillment Manager, and Web Site Administrator.· Located and contracted localization vendors and temporary testing staff.· Conducted staff performance reviews and recommended compensation changes.· Technical liaison for sales, marketing, customer service, technical support, IT staff, vendors, distributors, and technology partners to minimize interruption of engineering personnel.

· Functioned as single point of contact for all international distributor inquiries including sales and marketing plans, pricing, product rollout schedules, and technical support.· Reviewed, updated, and renewed distribution contracts.· Processed all international volume and site licensing orders.· Compiled sales reports for executive team.· Sought new international distribution and OEM partners.

· Staffed, trained, and monitored performance of 3-6 direct reports responsible for answering technical inquiries submitted by phone, email, forums, and newsgroups.· Created and maintained department budget. · Conducted staff reviews and recommended compensation changes.· Developed knowledge base documentation to propagate known resolutions and change requests.· Tested products and assigned testing tasks to staff on request of Product Development department.· Promoted to International Operations Manager in recognition of service.

· Provided technical support for company's graphics and multimedia applications by phone, email, forums, and newsgroups, including downloading shareware version, installing, and using with printers, scanners, and digital cameras. · Tested products on request of Product Development department.· Promoted to Technical Support Manager in recognition of service.

· Provided contract technical support for Micron Electronics PCs in a 24x7x365 call center, including hardware modifications, networking, Windows installation, and use of Microsoft Office.

Associate Of Science (A.S.), Network And System Administration/Administrator

A.A., Liberal Arts

Also included coursework in micro and macroeconomics, psychology, astronomy, biology, programming principles, Pascal, and BASIC.

Ba, Philosophy

Liberal arts education with primary emphasis on ancient Greek thought, the Enlightenment, and contemporary Political Philosophy. Secondary.