David Noland Email & Phone Number

Boston, Ma, Us

• Achieved a resolution rate of over 95% for customer technical issues on initial contact, surpassing the company's 90% target and elevating customer satisfaction by 15%.• Spearheaded the development and implementation of a robust knowledge base system, resulting in a 30% reduction in average resolution time and enhanced troubleshooting efficiency.• Partnered with the product development team to pinpoint and address recurring software bugs, resulting in a 25% decrease in customer-reported issues and increased product stability.• Lead the development and deployment of 30 new computers for an office move resulting in a seamless transition for the client on-time and 25% under budget.• Weekly meetings with key stakeholders, updating progress on projects, initiatives and discussing future plans for security, operations and accessibility.

Portsmouth, Nh, Us

• Establish and maintain relationships, becoming a trusted advisor for high net-worth clients.• Execute monthly and quarterly reviews including the status of value realization, identifying areas of opportunity, and resolving open issues and challenges.• Conducting more frequent checkpoints as needed depending on the phase of the client journey.• Identify client IT/Technical needs in connecting ERP and CRM with SaaS platforms for ease of use and streamlined integration.• Leverage and enhance the use of data to analyze and drive Client Usage, transaction volume, vendor enrollment, and other important health metrics.• Develop relationships with C-Level executives within my client organizations to enhance the overall relationship, client stickiness and account expansion.• Present product roadmap highlights to clients, articulating how the investments and innovations translate to business value.• Ensure Clients understand and take advantage of best practices through content, webinars, and other thought leadership.• Defend against competition while identifying and mitigating any churn risk.• Advocate on behalf of Clients within all Paymode-X teams, collaborating across sales, vendor enrollment, marketing, product management, implementation services, operations, support, and executive leadership teams.• Serve as an effective Client advocate for product direction within Paymode X, communicating key Client needs, requirements, and expected impact, while connecting Clients with our product team as necessary and facilitating enrollment in beta programs, as appropriate.

Burbank, California, Us

• Built and maintained strong, long-lasting customer relationships with 30+ existing and new accounts.• Renewed 90% of accounts for second and third quarters above company KPI’s.• Reduced client churn by 90% by constantly engaging with key contacts through every stage of the client lifecycle (onboarding, integration, implementation, strategic planning, quarterly reviews).• Drove growth by 20%, identifying usage trends and working collaboratively with key decision makers to ensure desired outcomes, resulting in customer renewals.• Became the trusted advocate for the customer in escalating product feature requests, following through to report for development sprints.• Held seminars and training for customers on using SaaS tools tailored to specific needs, decreasing the integration and launch time by 50%.

Westborough, Ma, Us

• Managed all residential and commercial sales of Audio Video automation solution and growth in sales 10% year over year facilitating deals ranging from $100k to $1M and upgrading existing Home Automation systems as required. • Acted as Project Manager from scope creation through completion, including resource allocation, budgets, and scheduling reducing project launch time by 25%. • Fostered strong relationships with a multifaceted team of partner dealers, utilizing sales strategies for high margin products and services, including AV, Security and home automation products resulting an 10% profit growth YoY.• Attended trade shows, expanding product knowledge creating long lasting relationships with product and service dealers.• Reviewed and created new inventory management systems maximizing quick turn-around from sale to installation.

Santa Barbara, Ca, Us

• Managed a multi-million-dollar budget, reducing costs by 20% through vendor and partner negotiations. • Supported functionality of over 2,300 Sonos point of sale displays in retail stores located in the US, Canada, Mexico, and Australia.• Reduced display downtime from 80% by creating and acting on custom reporting with all 3PL across global regions to provide valuable insight to key stakeholders.• Coordinated logistics and shipping with freight transportation companies, ensuring successful delivery and on-time deployment of retail displays with a 95% on-time delivery and implementation.• Cooperated with Sonos regional marketing and sales leadership to fulfill display rollout needs, resulting in 25% elevated sales.• Worked with retailers and leadership, following established display guidelines, ensuring all retail interactive displays adhered to guidelines.

Santa Barbara, Ca, Us

• Identified individual skill sets across the team, leveraging individual skills to reduce call times by 43% in three months across a 12-person team.• Increased call and email efficiency by 30% as well as customer satisfaction (NPS) to an average of 91%, resulting in increased brand advocacy.• Conducted day-to-day managerial duties, including call center metric reviews and policy adherence, efficiency improvements, and people management.• Worked with bi-coastal and international offices in a global effort to standardize training courses for onboarding and continuing education.• Coordinated global efforts, assisting in customer survey information gathering, vetting, and analysis.

Santa Barbara, Ca, Us

• Created a mentorship program improving the performance of newly hired technicians abbreviating onboarding time by 30%.• Aided Tier 1 support analysts in resolving advanced troubleshooting scenarios, resulting in better overall customer experience and brand advocacy.• Administered the highest quality technical customer assistance to Sonos customers via phone and email, resulting in an average 97% NPS rating and 98% solve rate.• Collaborated closely with other analysts and customer care managers to write continuing education modules and focused education, expanding analysts' job-related knowledge, resulting in higher performing teams.• Administered and piloted advancing education programs for all Customer Care employees.

Thornton, Co, Us

• Promoted to position of Audio Liaison responsible for the education of audio products and increasing audio sales.• Sold an average of $15,000/month in high-margin audio equipment – highest in the Eastern region.• Promoted to position of Connectivity Specialist responsible for the driving of profitable high margin connectivity products.• Developed and maintained positive relationships with customers resulting in repeat business.• Responsible for designing and quoting of distributed audio systems, home theater systems, and control/automation systems.• Trained sales partners on the intricacies of home automation systems and how to design systems tailored to a customer’s needs.

Westborough, Ma, Us

· Designed and presented technical solutions to potential and existing customers with over an 80% close rate.· Generated revenue by selling upgrades to clients in the field to enhance their system and Local Area Networks. · Scheduled and coordination of company resources to resolve customer service issues.· Performed installation of high-end home theater systems and high-end automation systems. · Responsible for the programming and integration of high-end home theater and automation systems [residential & commercial] including lighting, security and HVAC.· Responsible for the design/maintenance of Home Automation Systems and clients' Local Area Networks [Hard-wired and Wi-Fi].· Performed daily first level bookkeeping activities using QuickBooks Software.

Bachelor Of Arts - Ba, English Language And Literature, General

B.A., English