David Mccloud Email & Phone Number

Irving, Tx

• Currently leading the Irving IHD team consisting of 140 employees, including 6 direct reports.• Delivered $258,000 in additional sales revenue YE 2016 post Frontier transition with 100% agent participation.• With training and enforcement, increased overall agent availability by 5%.• Executed FSC to IHD transition plan as we transitioned to Frontier in April 2015• Implemented numerous recognition programs to drive employee engagement and improved morale.• Reduced overall handling time by 28% from Q2 through Q4 2019. • 9% improvement YOY from 2018 to YTD 2019 in center NXS scores. Currently number 1 in Frontier.

Irving, Texas

• Led a center of 180 employees.• Delivered $1.7M in sales revenue in 1Q 2016, 316% of CV, through increased employee engagement and participation, ending the Quarter as #3 in Verizon.• Improved call center efficiencies in all measurable performance metrics (customer satisfaction, handling time, shrinkage, first time resolution, adherence, dispatches etc.).• Reduced orders not ready for dispatch by over 30% YOY from 2014 to 2015. 154% attainment to CV.• With training and enforcement, reduced overall average handling time by 3.2%.• Executed SFC efficiency plan yielding in a 19.6% reduction in expense YOY.• Implemented numerous recognition programs to drive employee engagement and improved morale.

Lewisville, Texas

• Led a team of over 150 local managers and field technicians supporting FiOS, DSL, Video, and Voice.• Responsible for the Metro West Area that consisted of over 300K combined access lines.• Delivered $3.1M in additional sales revenue YE 2014, through employee motivation, engagement, and increased participation.• Improved overall Installation productivity by 4% ending 2014 at 6.12 which was #1 in Verizon.• Achieved a 91% technician satisfaction rate through e-Touchpoint post installation and repair surveys which was ranked #1 in Texas.• Created several recognition programs to increase sales, improve morale and drive a culture of performance.

Irving, Tx

• Responsible for the oversight of over 200 technicians in SW Texas. This included force to load management, PUC objectives, commitments met, and mean time to restore.

Plano, Tx

• One of the original FiOS Local Managers in the Metroplex responsible for leading a team of roughly 34 installation and maintenance field technicians. Responsible for multiple performance KPI’s.

Irving, Tx

• Led a team of 11 clerks supporting the field technician installation and maintenance teams in the Metroplex. Our goal was to meet customer commitments through efficient and effective technician routing and managing work load capacity throughout the day.

Bachelor’S Degree, Business Administration And Management, General

Bachelor’S Degree, Parks, Recreation And Leisure Studies

Activities and Societies: Sigma Phi Epsilon Fraternity