David Grissom Email & Phone Number

Lee, MA, US

Albany, NY, US

Albany, NY, US

* Developed and executed a global service excellence strategy to drive profitable growth, reduce customer effort, and build customer loyalty, as measured by NPS, CSAT, and CES.* Lead, influence, and drive the organization to work together for flawless customer experience delivery in an Omni channel environment.* Created a “Voice of Customer” (VoC) program.

El Segundo, California, US

• Responsible for developing, maintaining, and nurturing relationships with customers, business partners, and operation team. Align, implement, and manage key deliverables which support a JD Power certified contact.
• Operational Reporting for monitoring and developing useful metrics and benchmarks.
• Provide coaching and development to leaders and their direct reports across multiple sites.
• Initiated and lead a cross functional team to improve how customer returns are managed across six different organizations. Developed automated tools and reporting which increased visibility of issues and reduced.
• Responsible for development and consolidation of all customer facing outputs into a single branded output and communication method for all North America organizations.
• Core member of Project team whose goal is to develop a consistent and simplified project management process for organizational projects.

Carlsbad, California, US

• Direct United States sales operations and develops proactive process and policies to support sales to high-profile clients, i.e. Wal-Mart, Target and Costco. Develop and implemented proactive processes and policies to.
• Developed new KPI that improved sales and vendor report card performance.
• Reduced out-of-stock issues by 90% within three months by initiating safety stock improvement plan implementing bi-weekly reviews with planning teams to monitor levels across three plants.
• Participated in multiple consolidation projects throughout North America, including closing company-owned distribution center into centrally located third party logistics distribution center and integrating a Canadian.

• Led targeted decision-making among multiple high-volume customer service departments, including directing a fast-paced call center, handling cost-effective budgeting, and conceptualizing and developing innovative sales.
• Reduced processes steps 50-70% by analyzing operations and identifying ineffective and inefficient processes; implemented Lean Kanban methodology across multiple department process.
• Reduced phone queue time by 40% and talk time by 20% by restructuring call center operations and standardizing work desk and implementing in-depth training program ensuring each team member understood company’s.

Carlsbad, California, US

• Spearheaded the launch of a call center, including establishing policies and procedures for front-end service and process functions, as well as defining staff requirements, forecast and inventory levels, U.S.-based.
• Saved $2.5 million by streamlining operations and leading Lean Kanban project teams in one year.
• Reduced lead time from initial customer order to final shipment by 50% by careful forecasting and managing separate inventories and ensuring enough product was on hand to meet or exceed demand.

Developed proactive relationships with customers through self-initiated telephone and written communications that facilitated sales and demonstrated excellence in customer service. Responsible for providing leadership and direction to assigned Customer Service Representatives and the proper management of assigned territories in regards to: order.

Planned, monitored, and maximized retail budgets, inventory control, and sales for a retail location producing annual revenue of $2MM. Strong front end / back end store management skills in areas of customer service, sales, display merchandising, specialized product knowledge, in-store product demonstration, purchasing, staff training / management.