David Baird Email & Phone Number

San Francisco, California, US

San Francisco, California, US

New York, US

- Manage two BPOs and lead improvement across QA, CSAT, AHT, sales, and retention KPIs.- Improved customer retention by over 3% month over month through quartile management and new retention tactics.- Launched SMS as a new channel of communication to deflect voice contacts.- Manage daily operations across KPIs including but not limited to QA, FCR, CSAT.

- Oversee 1st party collection vendor, mailroom vendor, and citation and toll vendor.- Boosted annual cost savings by over $712k through the outsourcing of the internal mailroom functions.- Sourced a replacement vendor for the citation and toll management process and saved $144k annually.- Increased total paying customer volume from 40% to 70% within 3.

San Francisco, CA, US

- Manage a department with 3 direct managers, 3 team leads, and 40 front line agents.- Boosted overall NPS by 31 points by reviewing verbatims and working with product and engineering to launch process improvements based on survey results.- Improved customer service compliance scores by 12% to hit the company target goal of 95%.- Collaborated with several.

Gütersloh, DE

- Host WBR, MBR, and QBR calls with internal senior leadership and Ally Bank leadership.- Manage 10 supervisors for inbound and outbound servicing call center.- Assist with training of new hires including P&P revisions.- Create monthly incentive plan to reward agents for strong results across several KPIs.- Improved center CSAT scores by 20%.

New York, NY, US

- Supervisor Service Operations team of 15 FTE.- Created and managed customer complaint tracking process for CFPB complaints. Provided a monthly summary report to client and leadership.- Host WBR, MBR, and QBR business updates with internal and external senior leadership.- Drive positive results in QA and productivity KPIs.

Charlotte, NC, US

- Top agent in REO department 6 months in a row for productivity and quality assurance.- Process short sales for the bank and negotiate on behalf of the bank to mitigate losses.- Handle escalation calls from REO customers.- Assist with training of new team members including traveling to other corporate offices in Texas and California.

Austin, TX, US

- Work with lenders nationwide to help mitigate loss for short sale customers.- Travel across the Phoenix metro area to meet with clients and take photos of new listings for the MLS.- Manage MLS listings including photo edits, property descriptions, and pricing.- Process and manage customer documents during the duration of each short sale transaction.

Mesa, Arizona, US

- Support city leadership with oversight of youth and adult sporting events.- Create team schedules for weekly tournaments.- Oversee youth after school and summer sports programs citywide.- Work with park maintenance between events on prepping sports fields for next scheduled games.

Burbank, CA, US

- Water slide operator at Disney's Blizzard Beach and Typhoon Lagoon.- Attended business classes at Disney University.- Worked with water park leadership on special refurbishment projects during park closures.