David Usher Email & Phone Number

Valrico, FL, US

Orlando, Florida, United States

Support sales channels in an Operations role dedicated to defining current state and ideal state process while prioritizing and driving sales related CRM requirements. Oversee sales case management to resolve system and process related issues. Enable sales by functioning as a change management conduit between Marketing, Finance and Business Applications..

Riverview, Florida, United States

Direct, lead and implement strategy to support Training Delivery, Intake and Delivery, Quality Assurance, Desktop Application Solutions, Workforce Management/Staffing, Reporting and Analysis and overall Change Management. Lead a lean team of 12 employees consisting of managers and professionals delivering process improvement and solutions meeting or.

Tampa/St. Petersburg, Florida Area

Responsible for leading the implementation of a unified Knowledge Management (KM) System, and establishing content governance workflow. Operate in the capacity of a Knowledge Management Director as needed, while participating in KM User Interface (UI) sprint developments to influence the end user experience. Perform gap analysis across the disparate KM.

Tampa/St. Petersburg, Florida Area

Executed intake and delivery for change implementation in support of standardizing process and procedure, process improvement, and to ready the Operations in support of new products, compliance, and work flows. Led a team of analysts to model current/future state process flows, produce gap analysis and project manage key strategic initiatives. Produced.

Established a formal governance, workflow, and platform for intake, delivery, and collaboration. Instituted key change management functions to align stakeholders from various functional areas on impacts to expect from initiative implementations. Led development of a unified Customer Relationship Management (CRM) system to provide a standard User Interface.

IVR, Call Center Desktop Applications, Vendor Management, Knowledge Management, Call Center Process and Procedure, Quality Assurance, Escalations, Change Management, and Process and Business Analysis. Prior positions held, include Sr. Manager Customer Care, Learning and Development Manager, Inernet and Phone Call Center Supervisor, New Hire Trainer.