David Belew Email & Phone Number

Fort Wayne, Indiana, United States

Kahului, Hi

Chicago, Il

I am responsible for all member activities, including Membership, Chapters, Committees and Conferences.I handle recruitment, retention and member benefits for members of the AM&AA.I supervise the support staff for the Alliance.I am responsible for the long term vision of the Alliance's membership programs.

Chicago, Il

I manage a staff of 52 customer service and support personnel who handle customer support from the ABA's members and customers through multiple channels. I'm also responsible for billing of all ABA members, managing the publications and subscriptions inventory for the ABA's Webstore, overseeing all data entry into the ABA's Association Management System (Personify), and assigning tasks to the administrative staff.I develop and manage an annual budget of $3.5 Million.I handle all hiring, firing, and disciplinary actions for direct reports, and oversee and advise all other personnel action in the Membership Operations area.I manage projects to improve the efficiency of the operation, including software implementation, changes and upgrades. Recent successes include the transition to a new Association Management System, installation of callback technology in the Call Center, resulting in greatly improved customer experience, and installation of Shortkeys technology, providing uniform email response templates to the staff, which sped up email response times and decreased errors.I implement programs and processes to provide customers an exemplary experience with the customer service staff.I implement processes to improve communication among the Operations staff and other key members of the ABA Team.

Chicago, Il

I managed all Infrastructure and Help Desk projects for the ABA's Information Technology Department, including post go-live activities for the Oracle/ERP system, Windows and Unix Server Consolidation, New Monitor Rollout, Outlook/Exchange Upgrade, and the desktop computer upgrade to Windows XP.I developed and monitored project plans using Microsoft Project.I developed and tracked budgets for the projects.I negotiated any contracting and vendor services required for project completion.I worked with management to apply proper personnel resources to all of the tasks associated with the projects.I supervised external contract resources required for projects.I managed IT activities at offsite meetings and events, including the ABA's Midyear, Annual Board of Governors, and Section Officers Committee meetings.I prepared and delivered regular written and oral project updates that were presented to internal and external leadership of the Association.Project management required not only financial and personnel management, but also required high levels of communications with internal and external leadership of the Association. This required excellent communication skills due to the contact with leadership, Association entities and personnel resources for each project.

Chicago, Il

I managed and supervised 12 Help Desk and Deskside Support technicians and contractors. I handled scheduling, training, hiring, firing, performance evaluations, career development and day-to-day employee tasks and issues.I developed, maintained and analyzed Help Desk statistical data obtained from the ACD system and the Support Magic ticket-tracking tool.I developed and maintained Help Desk procedures to provide higher levels of efficiency to the Customer Care team.I raised customer satisfaction survey results from 4.2 to 4.7 on a scale of 5.I negotiated Service Level Agreements (SLAs) with customers and implemented the SLAs at the Help Desk.I implemented upgrades of the Support Magic Ticket Tracking system and developed and delivered training for the new versions.I developed and implemented improved processes for handling ticket transitions between the Chicago and Washington DC staff.I worked with all levels of ABA management to resolve outstanding issues and evaluate more efficient ways to deliver superior customer service.I managed IT activities at offsite meetings and events.

Chicago, Il

I answered and resolved incoming technical support calls from ABA staff dealing with all hardware, software and networking issues.I handled an average of 600 contacts per month.I logged tickets in the Support Magic ticket tracking system and worked with other technicians to resolve higher-level issues.I implemented and administered the Support Magic ticket tracking system.

El Paso, Texas Area

I assisted in the development of a new Help Desk to handle Accounts Payable calls for the organization.I answered and resolved technical and Accounts Payable calls from a national user community of over 10,000 clients.I assisted in the day-to-day supervision of 20 employees in the Technical and Accounts Payable Help Desks.I developed, maintained and delivered weekly and monthly reports from ACD statistics and the Utopia ticket tracking system that were distributed to all levels of management within the organization.I handled Vendor Management for over 20,000 vendors in the Security Capital PeopleSoft system.