David Meese Email & Phone Number

Santa Clara County, California, United States

• Led the organizational restructuring of multiple support teams spanning 100+ specialists that supported thousands of end-users across the globe, by implementing a new support model with new success metrics, defining.
• Managed four projects within the IT and Studio Support Organization vertical to deliver efficiency and increased revenue over two years by collaborating with cross-functional teams to analyze, plan, and develop.
• Created standardized enterprise-wide KPIs and success metrics for cross-functional teams in Data Science and Organization to optimize project go or no-go decision-making through introducing the systematic way of.
• Developed a new framework for escalation workflows and triaging of bugs to decrease project build time by creating both automated and manual criteria for issues to follow a specific path.

Santa Clara County, California, United States

• Stood up the Tier 1 and Tier 2 support teams of 20+ professionals in the Studio Support Applications vertical for internal and external studio users by leveraging Netflix Studio’s enterprise support best practices and.
• Defined team KPIs and SLA agreements for 25+ support applications by proactively monitoring results and coaching teammates as required.
• Identified customer journey pain points in the internal post-production application process and prioritized new features and capabilities in a one-year roadmap to enhance the customer experience through an Agile build.
• Spearheaded a new feature and bug prioritization process that allowed for great visibility in day-to-day reporting of build requirements and eliminated lagging backlog tickets, by using data analysis and visualization.

Santa Clara County, California, United States

• Managed the strategy, development, and implementation of training for Global Support Sites in Nicaragua, Portugal, and the Netherlands for support specialists for the Tier 1 technical workforce, and Tier 2 specialists.
• Owned the relationships for 50+ billing partners, resolving 100+ weekly customer-facing reported issues from direct contacts, through omni-channel triaging, assigning tickets to the support team, and solving technical.
• Acted as the voice of the customer to amalgamate customer requests for features or concerns with technical success leading to improved response times by using SQL and Tableau to tell data-driven stories on areas of.
• Led the implementation of Zendesk as the primary support tool for end-to-end B2B support and product reliability tracking, by defining requirements with cross-functional teams in engineering, UX designers, product, and.

Santa Clara County, California, United States

• Channel information from our global customer service network and Tier 2 support into product engineering groups to advocate for bug fixes and feature enhancements
• Manage bug reporting and CS insights
• Document, investigate, and drive resolution of complex technical issues
• Work with Netflix POC and engineering teams on upcoming website and server changes and proactively identify customer impact and communicate this impact to customer service network
• Provide context and direction to Tier 2 and Knowledge and Learning teams to create and update articles for our internal and public knowledge bases

Santa Clara, California

• Supervisor for Tier 2 global support representatives
• Analyze metrics and call trends to improve efficiency and the customer experience on SQL
• Investigate global trends in outsourced call centers and create strategies to improve efficiency and performance
• Bug triage, Outage management, beta testing, proactively identify possible issues with system maintenance and website updates

Emeryville, California

• Responsible for people development, customer satisfaction data analysis, new management on-boarding and training sales associates
• Leads and inspires employees to continuously develop their product knowledge to deliver a memorable customer experience.
• Creates and maintains schedules for up to 30 people to assure proper department coverage using store/department metrics to maximize profitability while ensuring compliance with state labor laws.
• Responsible for hiring, discipline, and terminations of employees

Bachelor'S Degree, Spanish Language And Literature; Minor In Business Management

Spanish Language And Literature