Dave Swanson Email & Phone Number

Newport Beach, Ca, Us

Transforming complex business challenges into opportunities for growth by leveraging a unique blend of advanced data analytics, Six Sigma methodologies, and cutting-edge technologies such as Speech Analytics and AI augmentation and automation. Achieving significant cost savings, enhancing customer experiences, and accelerating revenue growth by implementing innovative solutions that exceed business objectives and financial targets. Delivering initiatives that drive operational excellence, foster sustainable growth, and push businesses beyond their perceived limits.Continuously unlocking new levels of efficiency, innovation, and success by tailoring strategies to meet the unique needs of each organization, driving measurable and lasting impact.

Irvine, Ca, Us

Head a global team of Quality Assurance and Customer Experience Directors, managing approximately 2,000 employees across over 20 countries. Supported more than 200 clients and 450 unique lines of business across all major verticals. Standardized global processes and implemented continuous improvement methodologies, consistently exceeding Quality Assurance targets, Compliance Adherence, and Customer Experience goals, driving industry-leading performance and capturing additional client spend.Achieved significant cost savings through transformative strategies, innovation, and standardization. Delivered geographic optimization and realized over $12 million in annual labor savings against a $36 million+ budget. Developed and expanded the Quality Assurance as a Service (QAaaS) model, generating over $4 million in high-margin annual revenue.Implemented Speech Analytics and Quality Assurance AI automation technologies, enhancing our ability to gain actionable insights at scale. Drove data-based recommendations to both internal and external stakeholders and improved efficiencies. Achieved sustainable operational improvements, enhanced customer experience, and reduced support staff costs by an average of 75%.Developed and built Alorica’s Performance Excellence Team, combining multi-disciplinary leaders to focus on strategic clients. Achieved immediate and sustained operational performance by leveraging Six Sigma DMAIC methodologies to assess opportunities, identify root causes, deliver actionable insights, and drive sustainable operational improvements while enhancing customer experience at scale.

Irvine, Ca, Us

Developed the strategic plan and established a team of Customer Experience experts for a Fortune and Forbes Top 25 client, focused on modernizing traditional Quality Assurance processes through the implementation of an advanced Speech Analytics and Machine Learning AI platform. This innovative approach delivered more accurate and actionable insights to both internal and external stakeholders, resulting in an initial net cost reduction of $1.35M for Alorica and current annual savings exceeding $2M.Applied Six Sigma methodologies to map the Customer Journey, identify friction and failure points, and define root causes. Implemented solutions and controls based on these insights. Utilized Statistical Analysis to examine and correlate data, understanding the impact of behaviors on Customer Satisfaction and Net Promoter Scores (NPS). Developed new and innovative methods for compiling and analyzing Voice of the Customer data, providing valuable actionable insights to stakeholders. Achieved and sustained best in class Customer Experience scores across all Client partners.

Costa Mesa, Ca, Us

Guided a team of CRM professionals to develop and execute highly personalized multi-channel digital marketing strategies, ensuring an exceptional customer experience and enhancing customer loyalty and lifetime value for over 9 million consumers across the United States.Directed the communication strategy and implementation plan for consolidating over 150 unique product configurations into 2, affecting 4.5 million consumers. This consolidation strengthened our value proposition, improved customer retention, and achieved over 190% of revenue forecast.Developed highly personalized customer journeys by integrating diverse data sources to tailor content and services based on individuals' expressed and real-time data. This approach resulted in double-digit increases in customer engagement and boosted average customer loyalty by over 105%.

Basking Ridge, Nj, Us

Directed a team of CRM professionals to devise and implement cutting-edge solutions, driving exceptional churn performance. Specialized in identifying at-risk customer segments and markets, and developed strategic digital and traditional direct response marketing and call center strategies. Managed and consistently exceeded Loyalty KPIs for 25 million customers across 14 Western states.Crafted and executed a comprehensive CRM strategy using propensity models, customer segmentation, real-time data analytics, and financial analysis to target viable opportunities and support ROI objectives. This strategy resulted in 120,000 fewer disconnects and $79 million in incremental revenue. Additionally, designed market-level loyalty programs in partnership with Data Scientists, which led to 16,000 fewer disconnects and $10.6 million in annual revenue.Engineered a daily outbound campaign employing real-time risk modeling to identify customers who had not engaged in a "Positive Action," achieving a 16% reduction in disconnects and saving $1.9 million in annual revenue.

Basking Ridge, Nj, Us

Oversaw an 11-person Marketing and Sales Operations team responsible for driving business development, demand generation, customer loyalty, revenue growth, and product management. Oversaw Go-To-Market strategies for new devices, pricing, programs, and supported Business and Government Sales teams, achieving $11.5 billion in total voice and data revenue across 14 Western states.Designed B2B CRM programs leveraging sales force automation and contact management systems, resulting in year-over-year account growth, accelerated revenue, and enhanced customer loyalty. Collaborated with cross-functional teams and Executive Leadership to manage the development and launch of new tools, processes, and procedures, ensuring alignment with business requirements and successful implementation.

Basking Ridge, Nj, Us

Spearheaded the development of static and dynamic customer-facing marketing materials, contests, and incentives. Managed vendor relationships and executed Go-To-Market strategies for new devices, pricing, and programs, driving overall efficiency and performance.Created an on-demand digital content engine that enabled sales and support reps to customize and deliver highly personalized digital or printed sales flyers, pricing quotes, and email or direct mail communications. Managed vendor relationships for online tools and wireless devices demo product inventory, overseeing documentation of requirements, contract negotiations, budgeting, and inspection of deliverables.

Basking Ridge, Nj, Us

Identified and pursued new business opportunities while nurturing existing relationships within the Federal, State, and Local Government sectors. Assessed unique needs and opportunities, delivering innovative, customized solutions by leveraging multiple work teams and products. This approach culminated in securing the single largest State and Local Government sale to date.

Basking Ridge, Nj, Us

Delivered innovative business solutions by prospecting new customers and expanding existing accounts within the Small and Medium Business sector. Utilized consultative skills to identify and address complex customer challenges and opportunities, recommending tailored solutions that drove success for both partners. This approach earned multiple Presidents Cabinet and other sales performance awards.

Basking Ridge, Nj, Us

Converted inbound prospects to customers by connecting and discovering their unique needs and providing the appropriate solution. Leveraged system capabilities to create processes that improved conversion rates by reducing application, processing, and order entry time, setting and beating the individual sales records two years in a row.

Foothill Ranch, Ca, Us

Provided exceptional customer service, support, and solutions to both business and retail clients. Implemented grassroots marketing programs to elevate the Oakley brand among amateur and professional athletes. Partnered with research and development teams on technology innovations and technical evaluations. Created and developed groundbreaking optical products worn by current NBA players and legends, including Los Angeles Lakers All-Star "Big Game" James Worthy.

Master Of Business Administration - Mba

Bachelor Of Business Administration - Bba, Marketing/Marketing Management, General