David Bock Email & Phone Number

San Jose, Ca, Us

Lead for establishing governance models and creating programs in support of the business transformation groupSupported New to Market efforts and support in Revenue OperationsHelped define business requirements and workflow for Zoom's new partnership with Amazon MarketplaceResponsible for creating and managing all AWS MP private offersProgram management for Zoom's Rev Ops business transformation effortsConsulted on multiple cross-department initiatives including tech stack, workflow automations, and CRM integrationsInterface with 3rd party vendors on new or advancement of integrations into Zoom's ecosystemWorked closely with business development teams on

Belmont, Ca, Us

Key Disrupter..... Changing Operations globallyIdentify key areas of focus & opportunity and develop executable programs against themKey interface with IT in partnership programs and business prioritizationManage teams of Systems Business AnalystsOwn global Process Documentation & Improvement TeamManaged ProServices Back offices Operations team Change Management OfficeProgram ManagementProvide coaching and mentorship inside and outside my organizationRevamping PMO framework - Driving Qtr over Qtr objectives and results that are achievable and measurable

Belmont, Ca, Us

Responsible for managing multiple teams of Technical Project Managers, US & AUS. Cradle to Grave execution of remote & on site implementations of RingCentral & Nice InContact solutions. Multi-Phase SOW executionsSPOC for client issues Financial revenue target forecasts & realizationsResponsible for driving continuous internal improvement initiativesCoaching.....I have people skills!

Dallas, Tx, Us

Responsible for defining the Global Contact Center (GCC) strategy and transformational efforts, unifying MoneyGram's contact centers across the globe. These efforts are done in concert with maintaining responsibility over project scoping and definition of the project pipeline, program implementations, and new product releases prior to passing over to the project delivery team, ensuring the high-level requirements of all projects aligns with the GCC strategic objectives.

Mclean, Va, Us

Lead consultant responsible for advising all components of the client in achieving a business transformation of their services business, resulting in a standardized virtual contact center shared between three centers, incorporating a shared services operating model, delivering a customer-centric service center solution. Specific focus is shared between overall Contact Center strategy, agent readiness and operationalizing new technology, driving ideal characteristics in support of the defined Future State Roadmap.

Supported at risk youth through friendship and mentoring

Eden Prairie, Mn, Us

Working with a Fortune 500 customer in helping take disparate data and feeds from multiple source systems, have it cleansed & merged to have ONE instance of a customer record that can be readily consumed by the single instance of a new enterprise class CRM solution.

Morristown, New Jersey, Us

Program Owner responsible for the management of enterprise class infrastructure projects across global services centers. Major projects included development and implementation of Siebel Contact Center 8.1 and cross requirements to the implementation of Siebel’s UCM (Universal Customer Master) Product. Conducted on-site management of two vendors, IT and the business teams to implement a best in class services solution, as well as consolidating the infrastructure required to support a global community.

Morristown, New Jersey, Us

Directed the Operations Team responsible for all matters concerning global routing call distribution, work quality and workforce management. Delivered continual business analysis and recommendations concerning strategy fulfillment and change management of day-to-day operations at a global level. Accountable for the definition and documentation of all future state implementations and polices around global routing and workforce management solutions. Maintained a key focus on identifying and delivering short-term improvements that increased performance and/or increase overall benefit to the operational business.

Morristown, New Jersey, Us

Business Leader responsible for creating the definition and standardization of policies and processes for multi-channel contact centers globally and their support technologies (approximately 5,700 seats).

Morristown, New Jersey, Us

Managed distinct and different front-end teams specializing in Tier II customer support and engineering, customer account and security issues and a Web tools eBusiness development group. Responsible for day-to-day activities and performed quarterly/annual performance reviews.

Morristown, New Jersey, Us

Ran 3 different teams responsible for INADS Line reduction, Customer master data and product security

sang and danced.

Graduate Study, Clinical Psychology

Ba, Psychology, Art