David Dinucci Email & Phone Number

Pittsburgh, Pa, Us

Pittsburgh, Pennsylvania, United States

Pittsburgh, Pennsylvania, United States

Pittsburgh, Pennsylvania, United States

Worked as part of the HHC Events Team on dozens of high-profile events. Involved in every aspect of day-to-day logistics and execution. No job too big and no job too small. Strived to elevate the profile and reputation of the Events Team in every interaction, both internally and externally.

Pittsburgh, Pennsylvania, United States

I worked a variety of daily details while providing superlative customer service to both my fellow team members (my internal customers) and the external customers that I interacted with on a minute-to-minute basis each day. Became proficient with the specific SOPs related to access control, authentication, screening, etc. for each of these details.

Palo Alto, California

REACH provides educational and rehabilitation services and activities for adults living in the Bay Area who are recovering from a stroke or acquired brain injury.

Los Altos, Ca

Senior Associate, Premier ServicesDecember 2013 - August 2015Served as both top tier technical support representative and consultant for our highest spending Premier Support customers. Maintained expertise on everything related to the Box web application, desktop clients, mobile applications, and other tools. Proactively supported customers by watching for trends and predicting customer needs. Provided feedback loop to product and engineering on customer facing issues. Delivered onboarding, phone training and service desk trainings. Continued fielding special requests for high touch support and account creation for VIPs from the executive team. Manager, Customer AdvocacyMay 2012 - December 2013 Primary responsibility for the Box Community Forum and Knowledge Base. Transitioned and re-launched the forum on a new platform and focused upon continually updating and maintaining the hundreds of help pages that comprise our knowledge base. Daily engagement with all of our users from the most avid champions, to our largest Enterprise users to our millions of free users. Responsible for our @BoxSupport Twitter feed and co-management of our Box facebook page. Working closely with Customer Success, Marketing, Product Marketing, Engineering and to ensure that our internal teams and our customers have the most accurate and up-to-date information available about our products.Manager, Client Services September 2010 - May 2012Managed a team of five customer success managers responsible for pre-sales and post-sales account management for Box’s most valuable accounts. Developed and refined deployment plans, drove implementation and identified upsells as part of a proactive client services offering. Championed and led content migration efforts which drove revenue and reduced churn. Led twice-monthly speaker series which brought execs in to speak with our Customer Success team. Authored and delivered both onboarding, phone training and service desk trainings.

Los Angeles, Ca

Identified sales leads and prospects. Spent two months traveling through Australia, New Zealand and Asia where I was the lead on numerous speaking engagements, internet marketing bootcamps and training. Provided coaching and mentoring for our students and partners as well as top-level client services for our customers.

San Francisco, Ca

Took over and advanced customer support function, processes and infrastructure from existing two-man team. Authored 150+ canned replies covering all areas of customer support. Cleared out 3000 email backlog one at a time. Fielded all incoming consumer inquiries via email. Direct responsibility for conveying consumer feedback to engineering and production teams. Incorporated and maintained new ZenDesk CRM software.

Santa Monica, Ca

Drove new entertainment division business for a interactive marketing agency whose specialties were state-of-the-art SEM and SEO as well lead generation, e-commerce, brand reputation management and branding and awareness campaigns. Responsible for executive level strategy and planning, prospecting for sales leads, building out sales infrastructure, establishing sales pipeline, and setting up Salesforce.com.

Mountain View, Ca

Account Manager - Google AudioOctober 2006 – January 2009 Irvine, CA Managed portfolio of 100+ radio station partners. Worked closely with internal teams to ensure resolution of billing, approval and technical issues. Responsible for communicating partner feedback to product management and engineering teams. Charged with bringing Google culture to this acquired company. --Senior Associate, Online Sales & OperationsFebruary 2003 – October 2006 Mountain View, CAFounded National Agency Team to manage accounts for top advertising agencies. Served as senior account manager for dozens of the most valuable agencies. Trained and managed team of 15 client services specialists. Developed and conducted weekly call coaching sessions. Continued fielding all executive-level referrals and served as the top-level escalation resource for the team. Continued developing and implementing up-sell strategies for entire team.--Senior Client Services Coordinator, AdWordsSeptember 2002 – February 2003 Mountain View, CAServed as senior account manager for dozens of the top-spending clients. Part of the Online Sales & Ops hiring team to recruit, interview, hire and train another ~100 client service professionals. Continued fielding all executive-level referrals and serving as top-level escalation resource for entire phone team. Helped to develop up-sell strategies for entire team.--Client Services Coordinator, AdWordsMarch 2002 – September 2002 Mountain View, CAFounding member of the Online Sales & Ops team, personally recruited to the team by Sheryl Sandberg. Recruited, interviewed, hired and trained first 100+ client service professionals as we built the team. Helped to develop training and organizational strategies. Placed and answered first support phone calls and founded telephone support team. Fielded all executive level referrals. Served as account manager for dozens of the top-spending clients. Served as top-level escalation resource for entire phone team.

Mountain View, Ca

Employed consultative sales strategy as part of an outbound calling team. Averaged between 120 and 200 outbound calls per day. Fielded follow-up phone calls and emails. Engaged live prospects via New Channel’s real-time sales tool. Participated in weekly mentor program. Provided daily reporting on call and email resolution.

Mountain View, Ca

Created and advanced customer support function, processes and infrastructure from scratch. Fielded all incoming consumer, partner and advertising inquiries via email and phone. Direct responsibility for conveying consumer and partner feedback to engineering and production teams. Incorporated and maintained new Talisma CRM software. Successfully warded off potential PR disaster with swift handling of negative responses to national ad campaign.

Sunnyvale, Ca

Responded to incoming email related to Messenger, account verification, account security, Geocities accounts and Yahoo! Delivers. Provided technical support over the phone and via email for those properties as well as handling “escalations” for users in unique situations. Processed on average 500+ emails per day. Became proficient in using Kana CRM software. Handled heavy phone loads (from 75-100 per day). Completed two-day telephone skills course.

San Jose, Ca

Managed development, installation and maintenance of Life Sciences Gallery exhibits at The Tech Museum of Innovation. Facilitated press, corporate and public events during October 1998 opening and the following months. Supervised crew of five technicians.

San Antonio, Texas Area

Managed exhibit operations team of 5 to set-up, teardown and provide maintenance for the two $2M traveling ROBOT ZOO exhibits. Worked with marketing personnel and media to stage and execute specific venue events for corporate sponsors Silicon Graphics and Time Magazine.

Mountain View, Ca

Marketing Specialist August 1996 – April 1997 (9 months) Mountain View, CAProvided support for S.A.V.E. (Scientific Analysis and Visualization of the Environment) program partners. Researched and authored profiles on partners. Provided PR, tradeshow and product launch support. Redesigned and maintained S.A.V.E. Program website.--Editor & Associate PublisherSilicon Graphics, Inc. - IRIS Universe MagazineJuly 1994 – August 1996 (2 years 2 months) Mountain View, CAResponsible for editorial assignments and support for freelance authors; final proofreading and editorial accuracy; design and layout collaboration with designer; management of advertising sales and billing, initiation of advertising sales and circulation drives, managed database sales, quarterly press checks at the outsourced printers’ plants. Provided PR, tradeshow and product launch support as part of the larger Corporate Communications Team.--Assistant to the Editor & PublisherSilicon Graphics, Inc. - IRIS Universe MagazineMarch 1993 – July 1994 (1 year 5 months) Mountain View, CAProofreading and press check responsibility. Provided PR, tradeshow and product launch support as part of the Corporate Communications team.

Ba, English

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