David Defranco Email & Phone Number

Served as a technical champion for our enterprise customers and prospects by leading complex conversations with executive stakeholders across multiple lines of business in order to understand their business challenges, define desired outcomes, and align technology that streamlines, automates, and enriches their agreement processes.

Helping our enterprise customers shape their technical strategies in ways that leverage the entire DocuSign Agreement Cloud, including eSignature and beyond.

As a Solution Engineer, I focus on understanding our enterprise clients' business needs and technical requirements in order to determine where and how the DocuSign Agreement Cloud can best address the needs while meeting the requirements.

Austin, Texas, United States

• As a consulting Subject Matter Expert, I guide client leaders and program stakeholders through multi-phase implementations of cross-channel, centralized Decisioning and Customer Experience Optimization applications.
• Evaluation of current business practices
• Assessment of current technical capabilities
• Recommendations for best-fit technology improvementsAs a senior member of our CXO Business Analysis team
• Advise our engagement leadership on the oversight of project engagements, including the management of client relationships, as well as administration of our internal team
• Manage junior members of the CXO Business Analysis team in their participation in specific implementation project work, and on the development of their careers within our own organization

Austin, Texas, United States

• Continuous consultation on the implementation of real-time decisioning technology at a multi-billion dollar, Fortune 50 client, including evaluation, transformation, and migration of existing business practices into.
• Managed small teams of Business Analysts on day-to-day duties supporting client decisioning technology implementation, as well as career development and mentoring

Austin, Texas

• Directly supported client implementation of real-time decisioning functionality
• Drafted client internal documentation of how legacy business practices are transformed in the new decisioning functionality, translating technical details into business-friendly language
• Educated new members of the client business project team on the fundamentals of the decisioning application, the history of the project, and the continuing goals of the project

Austin, Texas

• As the Value Team Facilitator on a business-transformational project for the development and implementation of real-time decisioning functionality, I represented the sponsoring department and the goals of the business.
• Subject Matter Expert in the development and execution of Customer Loyalty offers, including a deep understanding of the internal systems, processes, procedures, and personalities involved in offer-related operations.

Dublin, Ohio / Austin, Texas

• Coordinated operational support for national CRM marketing campaigns to high-value segments of the customer base by creating and executing related discount offers, as well as managing internal communications of the.
• Drove multiple high-level projects designed to enhance national CRM operational capabilities, focusing on technical improvements to systems and processes related to both equipment and service-related discounts.

Dublin, Ohio

• Lead the national Add-A-Line (line acquisition within the existing customer base) campaign core team while also serving as Midwest Area campaign manager, developing strategic roadmaps, defining campaign creative.
• Served as the primary Midwest Area point of contact for Consumer Customer Loyalty policies and procedures such as New Every Two, Worry Free Guarantee, VIP program, Consumer Save Offers; represented the Midwest Area on.
• Served as the Midwest Area point of contact for the Email On Demand program - a proprietary application for on-demand, representative-to-customer email communication using predefined and approved content - which.
• Reviewed, assigned, and managed Customer Loyalty-related ideas and feedback that was submitted by employees of all levels, through an internal submission process known as Ideas@Work contact for Midwest CRM/Loyalty.

Dublin, Ohio

• Managed a wide variety of projects and operational duties, including: internal communications of consumer campaigns, consumer offers, and loyalty-related policies and procedures; facilitated the CMO Camp Champs team, a.
• Developed and implemented significant improvements to long-standing departmental programs and processes, including: a manual process for sending, receiving, and processing customer communications required to capture.

Dublin, Ohio

• Maintained strong customer loyalty and increased corporate revenue through successful handling of inbound and outbound calls related to embedded-base marketing offers
• Contributed to various projects in support of specific marketing initiatives, including Calling Plan Analysis via Email and an outbound program to increase E911 compliance
• Shared best practices with and mentored other representatives as a Subject Matter Expert to both incoming Continuity Marketing and Customer Service representatives and through handling of customer escalations in an.

Dublin, Ohio

• Resolved inbound customer calls relating to all aspects of the customer experience
• Maintained an exceptional attitude of courtesy and professionalism while constantly striving to expand knowledge and improve skill sets to better serve customers and the company

Woodland Hills, California

• Investigated liability for non-injury automobile accidents, handling a caseload of seventy-five to eighty-five claims at a time
• Provided friendly and compassionate customer service to both company-insured parties and third-party claimants
• Contributed to a tight-knit, team-oriented environment by providing enthusiastic assistance to customers on behalf of colleagues and by actively engaging in round-table claim review meetings

Columbus, Ohio

• Revised and implemented the event security training and orientation program while conducting the staff recruitment and hiring process
• Provided outstanding customer relations while coordinating security and crowd control personnel at Nationwide Arena and other local venues for a wide variety of events, including National Hockey League games and major.
• Diplomatically enforced all rules and regulations of the venue through polite and tactful interactions with guests while maintaining a safe and pleasant entertainment environment

Camp Lejeune, North Carolina; Deployments To Various Locations

• Duties included small unit leadership, infantry and anti-tank operations, vehicle operations, radio communications, as well as cross-training and deployment on various shipboard and land-based security operations
• Accomplished consistent mission success in high-stress environments of geo-political significance