David Vest Email & Phone Number

Erlanger, Kentucky, United States

Goshen, Oh

Cincinnati, Ohio, United States

Cincinnati Area, Ky

• Combined innovation, enthusiasm, and detailed orientation driving performance improvements to ensure customer satisfaction of greater than 90%• Oversee key functions of the service desk, phones, tickets, adherence and day to day operations• Ownership of Incident, Request, Change and Escalation management• Deliver on all service-related agreements SLA and prepare/facilitate results KPI to various audiences• Responsible for 24x7x365 Contact Center Operation with up to 35 employees and handling up to 7000 calls monthly to provide outstanding customer support• Ownership for customer disputes, escalations and resolution• Facilitated weekly, monthly and quarter review meetings with clients for performance, metrics and issues• Increased First Call Resolution by 35 percent from 50% to 85% • Reduced both Abandon Rate (to below 7 percent) and ASA (Average Speed to Answer) to below 30 seconds• Administrator of the Pure Cloud (cloud based) ACD phone system

Mason, Ohio

• Combined innovation, enthusiasm, and detailed orientation to ensure satisfaction for 600+ customer base• Led the 7x24 functional Network/Voice 17-member Operations staff to meet or exceed agreed-upon internal and external Service Level Agreements for data infrastructure customers• Initiated, researched, and implemented the transition from Avaya to Cisco; enabling staff to provide seamless service for staff outages and customer emergencies from remote locations• Coached team individually and as a group to understand their strengths and weaknesses; delivering staff reviews, training / development and career pathing resulting in 30% being promoted also improving team motivation• Developed and implemented first-ever standardized Incident Management Process that produced deliverables that were sustainable, obtainable, and repeatable, i.e. standard internal communications, telephone protocol, and customer communication• Created process to measure and report Key Performance Indicators within 24 hours of request, i.e. telephone statistics, incident and request statistics and SLA attainment for internal and external customers• Increased knowledge base by cross-training regarding the ever-changing technology and services across department lines and customer base; collaborated with Training Department for large training initiatives• Facilities management including acting as liaison between CBTS and building contractor/vendors• Was instrumental in the development of SLAs, service catalog and service request process with the implementation of Service Now

Florence, Kentucky

• Managed 25 associates, three Supervisors and 22 technicians, in KY, OH, and MI; providing EFT and Merchant support for customers with 15,000 ATM type devices and 150,000+ locations on Vantiv network• Managed to reduce abandon rate from 6% to 2%; collaborating with other Shift Managers to exceed Call Center expectation of 4%• Maintained continuous workflow by ensuring 25 team members were compliant with training initiatives, i.e. Harassment, Diversity, Business Conduct; achieving 100% compliance• Provided Incident Management for emergency calls for restoration of service by aligning the appropriate team members to identify and strategically correct any customer impacting event to deliver 99.9% up time• Managed outside vendor relationships with ATM support organizations.• Coached and mentored Supervisors on establishing goals /objectives, and performance reviews to empower, challenge, and grow individual contribution• Transformed dysfunctional team into top performing team within 12 months; building understanding and appreciation between team members through team building• Supervised eight Operators in Technical Call Center providing EFT, Merchant Device Support, and Field Service Technicians for ATMs• Maintained quality scores monthly; providing operator feedback for monthly performance reporting• Worked with director to establish hiring needs and overtime budget planning

Cincinnati Area, Ky

• Promoted to Command Center Shift Manager based on demonstrated leadership and team success.• Transformed dysfunctional team into top performing team within 12 months; building understanding and appreciation between team members through team building.• Supervised eight Operators in Technical Call Center providing EFT, Merchant Device Support, and Field Service Technicians for ATMs. • Maintained quality scores monthly; providing operator feedback for monthly performance reporting• Managed weekly/monthly team building exercises to improve communication across the group

Bachelor Of Business Administration - Bba, Business Management, Magna Cum Laude

Associate Of Arts And Sciences - Aas, Industrial Education Technology