David Gordon-Smith Email & Phone Number

Vancouver, Canada Area

Current responsibilities include:1). Train 200+ sales representatives across Western Canada to provide digital solutions to their traditional print clients.2). Conduct 4-legged calls to promote digital solutions to small to medium size companies. This includes complete marketing plans with digital and print buys.3).Manage team to execute internet marketing campaigns (SEO, PPC, MAPS, websites, and Display advertising) including local display ads as well as re-targeting campaigns via RTB. 5). Manage monthly reports to clients and demonstrate ROI via various tracking and monitoring platforms such as Google Analytics, Omniture, MySEOTool, OpenSiteExplorer, and others.6). Develop continual digital training programs, new hire trainings, and train the trainer programs including augmented reality, mobile optimization, and other digital initiatives.7). Track, measure and improve digital sell through rates company wide.8). Create internal documentation and a repository for continuing education.

Responsible for provisioning client campaigns across all internet marketing initiatives primarily pay per click, search engine optimization, and local maps.Created, managed, maintained, and reported on weekly/monthly client reports with emphasis on traffic generation and return on investment via Google Analytics conversion tracking.Managed and maintained internet marketing resources including Adwords MCC, Analytics, Places, Webmaster Tools, Raven SEO, MySEOTool, Facebook, Hootsuite, Link Building, and Wordpress.

Responsible for Western Canada (AB and BC) and ensued Performance Marketing Advisors are proficient with all SES, SEO, and SEM material. Results - The Western Region was the best performing region for the company and exceeded sales of $5 million within 6 months for the lower mainland.Responsibilities also include:Training general sales force in internet marketing initiatives.Holding training seminars for Yellow Page clients interested in learning more about SEM and SEO.Train Performance Marketing Advisors on SEO and SEM and presenting SES initiatives to clients in order to sell products.Facilitate communication nationally for escalation procedures regarding SES products.

Facilitate 5-Day International Clinic's teaching Internet Marketing Principles (Niche research, SEO, PPC, Sales Copy, Social Networking, etc) in a class room type setting.Provide ongoing support to clinic graduates to help their business continue to grow. Support provided via phone, email, chat, and webex.Generated over $170,000 in additional revenue in 2008 through up-sell process.Created a supporting "video" presentation of the training which grossed over $250,000 at product launch.Improved previous presentation to result in 97% of clients seeing optin results and 40% of clients leaving after 5 days with sales. (Improved from 40% optins and 0% sales).Developed and created support resources using Camtasia videos to encourage continued customer loyalty.Liaised with the marketing department to optimize primary portals and leverage PPC, social networking, and video SEO to drive qualified traffic to www

Conduct Internet Marketing "Boot camps" around the world with emphasis on:1). Finding a Niche2). Conducting competitive analysis3). Web Development4). Product creation/sourcing5). Google Analytics6). Pay Per Click Advertising7). Search Engine Optimization8). Conversion tracking and optimization

Created and developed the eBay training curriculum and program generating over $1 million in annual revenue.Trained new mentors/advisors on presentation procedures, policies, and soft skills as they joined the Internet Marketing Center team.Cross-trained in Internet Marketing with personal application and 80% Internet client load.

Recognized as one of the top 5 grossing sales consultants in the Burnaby Call CentreCross trained in Support and Retention roles.

Responsible for a team of 20 Customer support representatives.Handled escalation phone and email contacts from customer "power sellers"Identified and assessed the strengths and developmental needs of individuals on the team.Conducted team meetings and one on one session's to enhance communication and understanding of current and new policy and procedure.Computed individual metrics for team members primarily through excel entering raw data and creating user friendly interfaces for Supervisor to review the team at a glance.

Responsible for a team of 40 Customer support representatives ensuring they meet basic Quality assurance and productivity standards. Organized and developed meeting agendas to ensure consistent protocols were met across international service centers. Facilitated these meetings through organized, open, and honest communication.Created and implemented International charters for Trust and Safety ensuring uniform sanctions were imposed consistently throughout customer service centers.Monitored and documented team performance and developed graphs and power point presentations to monitor trends.Planned and executed on incentive programs to boost base productivity metrics.Work in conjunction with Workforce Management to ensure employee volume and incoming queues were met with maximum efficiency.Proactively implemented training techniques and tools which increased customer support productivity by over 400%.Conducted additional up skill training for Trust and Safety CSR's.

Manage the transition and placement of employees into the investigations department during the queue transition from Salt Lake to Vancouver. Identify and assign email and telephone queue assignments based on productivity, knowledge base, proficiency, and aptitude. Coordinate policy changes and tool enhancements between Salt Lake City, Dublin, and Vancouver, with emphasis on maintaining fluid and open communication between management groups.Proactive Trust and Safety up-training and best practices sharing with other departments throughout the Vancouver Center.Implemented training course for new recruits - speeding profitability.

•Responsible for a team of 40 Customer support representatives ensuring they meet basic Quality assurance and productivity standards. •Organized and developed meeting agendas to ensure consistent protocols were met across international service centers. Facilitated these meetings through organized, open, and honest communication.•Created and implemented International charters for Trust and Safety ensuring uniform sanctions were imposed consistently throughout customer service centers.•Monitored and documented team performance and developed graphs and power point presentations to monitor trends.•Planned and executed on incentive programs to boost base productivity metrics.•Work in conjunction with Workforce Management to ensure employee volume and incoming queues were met with maximum efficiency.•Proactively implemented training techniques and tools which increased customer support productivity by over 400%.•Conducted additional up skill training for Trust and Safety CSR’s.

Associates, International Business

Associates, Business

Activities and Societies: Graduated summa cum laude.

A.S.A, International Business Administration