David Ashton Email & Phone Number

Rochester, New York, United States

• Lead the teams responsible for the Implementation, Configuration (Build), Menu, Training, and ongoing Support and Menu lifecycle.
• Ensure high quality, on time delivery for all services.
• Develop and deploy repeatable tools and process to drive continuous improvement.
• Drive Customer Experience programs for across all critical touchpoints, including closed loop follow up.

Rochester, New York Area

• Led the delivery teams responsible for the Implementation, Configuration (Build), Menu, Training and Deployment (Launch).
• Re-engineered delivery processes and deployed low code, no code tool (Quickbase) to support changes.
• Program Manager for market expansion into the UK (Oct. 2021 – Oct. 2022). Managed the plan and activities across all business functions to ensure all program milestones and goals were achieved.

Webster, NY

• Managed global relationship survey program(s) for direct and indirect channels, as well as managed a suite of transactional survey programs.
• Supported and influenced Xerox global customer experience strategy.
• Drove increased employee awareness through training, webinars and communication. Managed development and provided content for new customer experience training class for all employees. Over 3,000 employees completed.
• Embedded customer experience in existing sales management process driving a 30% increase in survey responses. Voice of Customer integration with Salesforce.com enables Net Promoter Score (NPS) visibility at the.
• Implemented series of process improvements to reduce survey preparation from two weeks to three days. Collaborated with cross functional teams to identify new insights and influence actions to improve delivery around.
• Created repeatable templates to streamline development of new programs, reducing cycle time and error rates significantly. Implemented change control processes to manage 50-60 changes per year.

• Drove deployment and adoption of the Xerox global relationship survey program in the U.S., and coordinated with global program team to ensure consistency and share best practices.
• Developed management process to inspect percentage of accounts with survey eligible contacts, driving a 250% improvement over two years.
• Managed global “Partner and Customer Experience Council’ with over twenty senior executives. Council met five times per year to review results, key insights and status against systemic issues.

Rochester, New York Area

• Managed overall service delivery of Managed Print Services (MPS) agreement to a large global telecommunication company, with more than 25,000 output devices at over 3,500 locations in the U.S., supporting more than.
• Optimized fleet 41% by re-engineering numerous internal business processes
• Stabilized operational performance and achieved 100% Service Level attainment driving $600,000 year over year cost savings.
• Reduced costs through process improvements driving 22% Gross Profit improvement.

Rochester, New York Area

Developed delivery strategy and enabled new service offerings to support transition to services-led strategy. Deployed new “packaged” services to 1500 field delivery resources and delivered $100M of new signings in 2008. Supported delivery transformation initiatives providing input on organizational design, job profile development, and skill requirements

Rochester, New York Area

As part of the global program office, I supported the offering development, release management, business process development and field enablement for the customer facing support services. Coordinated the development of the North American Help Desk strategy for Xerox Office Services (i.e. Managed Print Services) across various support organizations.

System Integration and technical support programs to enable Xerox transition to network enabled products (from standalone light lens). Work with product engineering teams to resolve 3rd level support issues, train and enable field engineers to support network enabled products, managed print driver support team for windows, DOS, UNIX and Mac.

Rochester, NY

IBM Global Services (ISSC) AS400 Help Desk Customer Support Representative provided Tier 1 and Tier 2 support to end users. Also supported special project focused on developing Move, Add, and Change process for early adopter IT outsourcing companies.

Rochester, NY

Performed Systems Integration testing for the Xerox DocuTech Network Publisher products, 1st and 2nd generation.

Master Of Business Administration (Mba), Executive Program

Bachelor Of Arts Degree, Computer Science