David Heuser Email & Phone Number

Bellingham, Washington Area

Manage Customer Sentiment through social engagement. Manage a team of 11 online social media specialists who answer questions and interact with customers and the general public via social media applications, e.g., Facebook, Twitter, Google+, Chat, etc.- Develop and implement departmental strategy according to business and customer needs- Build key relationships with internal/external business partners, including Marketing, PR, Legal- Guide team to find customer experience improvements through issue resolution and process updates

Bellingham, Washington Area

Through listening to calls and using customer surveys as main tools to drive a common language, I provide the two call centers I support insights, direction, and training on how their call center is performing and how they can improve. As an Analyst 2, I have taken the lead on several high level projects that provide insights at a Regional and Enterprise level to Sr Leadership not only within the Quality organization but also to Sr Leadership in Operations. I also own multiple tasks within this position that support the entire Quality organization as a whole including but not limited to Team project , Communication/Team Meeting tracking, and hosting our Weekly Team Meeting.

Bellingham, Washington Area

Managing, mentoring, developing, and inspiring 6-8 Coaches, their Sr Reps and their teams of 15 representatives. Providing direction, coaching, feedback, and development to a Coach Core team that runs to the representative and their performance. I was also responsible for the hiring/firing of new employees with a partnership with HR.

Bellingham, Washington Area

Working with the Site Director, Business Support Manager, Assistant Site Director, and Team Managers on utilizing a quarterly budget to create fun and engaging incentives to support the desire for improvement and exceeding goals at the Representative and Coach level. Other responsibilities involved were managing all levels of the summer picnic, holiday parties, and other events on and off site. I was also the main contact for T-Mobile's internal recognition programs.

Sold land line services to small businesses.

Processed credit for sales representatives. Ran business trades, approved credits, processed Govt accounts.

Aa, Communication, General

Associate Of Arts (Aa), Communication, General