David Karr Email & Phone Number

Bethesda, Md, Us

Manage 3 associates, 2 Marriott Temp's, and 44 Service Providers overseeing the ID Provisioning and Access Management team, White Glove onboarding, as well as the broad spectrum of Service Desk activities focusing on the overall satisfaction for all of our customers. Created a Customer Success 360 Team made up of 2 Marriott associates and 4 Service Providers to proactively find gaps to improve the overall customer experience for the entire Service Desk organization, including all Marriott Applications, Level 1/Level 2 Technical Support and ID Provisioning before they become escalations. Assuming full responsibility and standing up incident calls between various resolver groups that all tickets are resolved timely and accurately, to improve our CSAT, FCR, and MTTR while assuring gaps are filled for future issues. Continuing full ownership of the opt-in Products and Services Team while maintaining the full lifecycle of support and customer service.

Bethesda, Md, Us

Directly manage 7 associates overseeing 4 diverse aspects of the Service Desk organization. Responsible for over $8.5 million budget within the Products and Services area while governing the full life cycle of opt-in products including billing, planning, forecasting, production, and marketing. Accountable for all second level executive escalations in the Customer Care area ensuring resolution of outstanding issues and prevention of future events. As the leader of the Marriott Select Brands White Glove Access, I ensure timely systems access to leadership of 500+ hotels in North America. Managing the ID Provisioning and Access Management I have responsibility of 70 Service Providers based in the Philippines who provide access to 765,000+ identities throughout the majority of all of Marriott’s platforms.

Bethesda, Md, Us

Managed the FOSSE Help Desk, leading a team of 35+ analysts with annual contact volume of 300,000 for 2,800 hotels in the U.S. and Canada. Scheduled, reviewed, trained, coached and counseled associates to ensure organizational goals and performances were met or exceeded. Trained analysts on hardware, software, procedures, and customer service standards. Drafted and maintained local standard operating procedures (LSOPs), service level agreements (SLAs) and operational level agreements (OLAs) with internal and external partners. Oversaw and assisted with installation of FOSSE Property Management Systems at specialty hotels to ensure staff is aware of non-standard configuration. Conducted presentations at annual Marriott FOSSE Hotel General Manager Conference.

Bethesda, Md, Us

Provided 3rd-level support to the FOSSE system, server, interfaces, and hardware. Liaison between the Fairfield Inn, SpringHill Suites hotels and Marriott International personnel during PMS outsourcing. Co-created process and budget to shift systems and support back to corporate platform. Assessed metrics for call volumes and tracked call queues to ensure accurate call tracking and customer logging issues. Maintained 3 help desk servers. Mentored associates and trained colleagues on organizational procedures, AIX, Linux, Bbx, and customer service skills.

Bethesda, Md, Us

Responded to 2nd-level technical and operational calls to support Limited Lodging hotels, serving as initial point of contact during escalated situations. Conducted system maintenance for files and file systems on SCO XENIX and AIX servers. Facilitated training for 30 Front Line Analysts and 5 Tier 2 analysts on job requirements and customer service tactics. Assisted with the installation of IT systems for new hotels. Interfaced between development programmers and support teams.

Bethesda, Md, Us

Bethesda, Md, Us