David Wallace Email & Phone Number

Toronto, Canada Area

CDK provides hardware and software to the automotive industry. The computer system is utilized in all areas of the dealership to run the business. CDK is a leading provider of computer solutions to the industry and consistently rated as a strong performer in profitability.Client Services Director 2014 – Current Direct management of Client Account Management team, the escalation point for customers within the Customer Experience Organization. Responsible for performance of 23 service associates, supporting Canadian specific software applications. Organizational responsibility for 70 associates in the U.S. and Canada.  Support Director for 1,200 Canadian clients. Escalation point for client support issues. Project Lead for organizational structure of Service Connect, the web portal that is the center of the CDK support model. Directing Self Service team, responsible for knowledge content within the Service Connect portal.Key accomplishments Developed support models resulting in 20% productivity gains and 15 point margin improvement. Implemented new technology to leverage chats and electronic communication. Contact reductions of 20%. Knowledge content accuracy within Service Connect improved from 15% to 100% in one year. Content is responsible for 17% contact avoidance yearly.

Toronto, Canada Area

ADP DEALER SERVICES, Toronto, Ontario 1991 – 2014CDK was previously known as ADP Dealer Services. The company was spun off to a standalone company on October 1, 2014.Client Service Director 2005 –2014 Responsible for customer experience for over 1100 customers in Canada. Duties similar to those as CDKKey accomplishments Managed regional and divisional VAS (Valued Added Services) project. Campaigns helped to reach divisional goal of $3 million, with 94% of regional associates meeting their individual targets. Integrated two company acquisitions into existing support organizations.

Toronto, Canada Area

 Operational management of Toronto office. 15 direct reports and 45 indirect reports in customer support teamKey accomplishments Improved French call wait times from 3:45 to 1:05 through improved staffing processes. Managed varying regional and divisional goals by adapting programs. The result was greater integration of Canadian and American projects with improved client satisfaction. Created the Associate Retention Team, to increase associate participation. Associate survey scores reached 91%, higher than divisional averages. Increased staff retention levels through greater participation in decision making. 0 management losses in 3 years.

Toronto, Canada Area

 Managed regional customer accounts, including largest Canadian customers by recurring revenue.Direct management of senior technical staff, 17 in totalKey accomplishments Client satisfaction scores from 4.2 to 4.5 out of 5 while the largest client group grew from 12 to 58 stores. Developed client focus program, improving loss rates within the Canadian client base. Achieved 100% associate retention rate over 4 years. Customer retention program created for rollout across North America and produced a 50% increase in lease renewals in one year. Collaborated with U.S. regions to integrate processes and improve efficiencies. Seven point margin improvement year over year.