David Kay Email & Phone Number

Portland, Or, Us

Head of Migration (Implementation) Services Operations - 7 years 7 months Dec 2016 - June 30, 2024Invited to start & lead a new department handling critical company initiatives.- Led operations & spearheaded the development and implementation of strategies to migrate over 2,500 clients, across all industries onto forward looking solutions resulting in $19.4MM in annual reoccurring revenue and 95% client retention. Key components included sales, customer negotiations and contracting, implementation, marketing, financial analysis, & Executive reporting- Achieved 94% client satisfaction by streamlining implementation, reducing project lifecycles by 50%, and ensuring seamless pre- and post-sale client success measured by NPS, issue resolution, product adoption, and retention- Built and maintained high-performing teams, with employee retention exceeding 94%Senior Director of Global Contact Center Operations - 4 years 10 months Aug 2008 - May 2013 Hired to lead, turnaround sub-standard performance, grow / scale, & establish a global infrastructure for a 24/7/365 multilingual operations. Operations supported onboarding new clients and handled over the phone and web based inquiries, claims, and reporting for clients spanning 150 countries / 180 languages across all industries- Orchestrated successful turnaround of subpar performance, achieving 100% of KPI’s and reducing incidents 700% through workflows automation & process improvements- Implemented a multilingual workforce, telephony system, & supporting infrastructure to support global operations and 5,000 domestic & international phone numbers, resulting in $800K in annual revenue / cost savings - Improved productivity 29%, reduced cost per report by 25%, & enhanced quality 28% through data-driven insights & process optimization- Decreased employee attrition from 48% in 2008 to 28% or less each year thereafter

Director, Operations May 2015 - May 2016Led Strategy, implementations, and operations for handling of claims, records review, correspondence, email, and telephony for North American class action and mass tort administration. - Increased productivity by 78% and reduced work inventory aging by 4 days through the implementation of technology and process enhancements- Decreased escalations by 43%, response times by 4 days by refining training programs, establishing efficient triage processes, implementing workforce management software, and pipeline reporting

Clackamas, Oregon Area

West Region Manager, Implementation and Support Operations for Major Accounts Feb 2014 - May 2015 Directed operational, financial performance for ADP’s HR and Benefits Software as a Service (SaaS) products and managed client relationships for Oregon, Washington, California, and Hawaii. - Achieved top region performance award 3 consecutive quarters 2013 into 2014 with a 97% client satisfaction rate, 23% productivity improvement, and 18% faster issue resolution through effective team leadership and process optimization

Certificate Course, Business Administration And Management, General

Bachelor Of Science, Business Administration