David Perry Email & Phone Number

Vancouver, British Columbia, Ca

- Conducted in-depth market research to identify potential market verticals, guiding the company’s strategic direction and target customer segments.- Created comprehensive onboarding playbooks to enhance customer implementation and product adoption, ensuring a seamless experience and improved retention.- Built a customer support tech stack from the ground up, establishing efficient channels for chat, phone, and email support and ensuring timely resolution of customer issues.- Collaborated with sales and revenue teams to design a long-term sales cycle, enabling effective engagement with long-term prospects and supporting pipeline success.- Streamlined customer account implementation by digitizing client forms and automating their integration into the platform, enhancing usability and consistency.

Vancouver, Bc, Ca

Built and scaled a world-class customer-facing team. As Director of CS, I held a seata t the Executive leadership table while working directly with the Support, Onboarding and CSM frontlines.Accomplishments include: - Working as primary CSM contact for the enterprise book of business - North America & Europe - stewarded accounts from onboarding to renewal. - Working alongside frontline team on inbound support to maintain response time targets.- Stewarded Support to a decreased inbound support inquiry response times by 98.9%. Improved time to resolution for inbound support requests by 87.5%.- Curated a world-class knowledgebase with self-service resolution rates over 90%.- Won Hotel Tech Award 3 years in a row - with Customer Success as a core rubric pillar.- Spearheaded internal tech stack build-outs including: in-app chat support models, knowledgebase, e-learning modules, customer facing feature request management tool, onboarding pipeline.

Burnaby, Bc, Ca

As the Customer Support Manager, my role was focused on ensuring that the Support Department at Clio was offering the best possible service level. Scope of duties included coaching, training and operations for a team of approximately 50 people.Major projects/accomplishments included: - Implementation of a new phone system. - Scaling the team from approximately 10 agents to nearly 50. - Transitioned from a part-time to a 24 hour Support operation. - Stewarded the Customer Support organization through Clio's first Corporate Acquisition.- Lead a team that has won several awards for Customer ServiceInnovation, Outstanding Culture and Contact Centre Excellence.- Spoke at several Legal Technology and Customer Service Conferences as a thought leader in those industries.

Burnaby, Bc, Ca

- Coordination of frontline Support Staff - empowering them to give the best customer service to Clio's user base. - Responsible for training, coaching and professional development of staff. - Managing escalated calls and digital correspondences.- Work closely with Customer Satisfaction Ratings and analyzing trends.- Representing Clio at various legal shows and conventions.

Burnaby, Bc, Ca

- Answered phone and ticket inquiries from Users regarding software usage and workflows.- Ran training sessions for Clients.

Vancouver, Bc, Ca

- Coordinated public education volunteers across Stanley Park.- Conceptualized and implemented interpretive education programming.- Recruited and trained new Volunteers.- Designed holiday themed story based nature programs.

Vancouver, British Columbia, Ca

- Responsible for composition and delivery of family based public programming. - Recruited and trained Volunteers for AquaKidz and High School Work Experience Programming. - Managed budgets and marketing calendar for area of specialization.- Trained new staff on programming during on-boarding.- Responsible for programming and execution of after-hours events.