David J. Nelson Email & Phone Number

Customer-centric, people-first leader challenging teams to constantly improve while maintaining a 100% ENPS score on internal pulse surveys. Lead data driven discussions and planning with additional support departments to further improve guest experience.*Partnered with Team to achieve phone SLA goals for 2 of the largest markets within the first 30 days.

• Implemented process improvements and communication plans to ensure standardized performance of couriers across multiple delivery application platforms. Aligned teams across organizations to support successful merger of.
• Built team and standard operating procedures for the courier appeals process, creating paths of communication for Uber and Postmates staff following escalated customer concerns.
• Oversaw rollout of new attendance tracking system, partnering with leadership across departments to create and execute training for leads and support agents – improved attendance by over 80% within two weeks.

Greater Nashville Area, TN

• Improved performance of 30-90 customer support specialists through hands-on management and training, securing team’s position as top performing department. Developed and implemented performance management systems.
• Optimized agent monitoring systems by spearheading the team’s real time analysis (RTA) program, creating high-performance team of analysts to consistently achieve service level goals within four weeks of implementation.
• Promoted staff accountability by reorganizing attendance tracking system, reducing absenteeism goal by 10% to improve morale and associated scheduling practices.
• Created clear pathways to professional development, mentoring talent across levels of leadership to maintain performance goals and secure promotions throughout the organization.

Greater Nashville Area, TN

• Identified and implemented solutions to 12-15 hourly inbound merchant escalations and queries, partnering with team leadership to ensure efficiency and high merchant satisfaction.
• Streamlined internal organization by defining standard operating practices for new technology and establishing framework of senior support roles, improving communication among internal teams and between specialists and.

Greater Nashville Area, TN

Audit various aspects of the business from vendor production and task to in house teams. Create detailed reports to return to managers and provide feedback on agents for the use of training and improvement.

San Francisco Bay Area

Promoted from customer service role to source, recruit, onboard, and train remote customer support team. Developed training and qualification materials and organized payroll support to ensure efficient internal operations. Audited and tracked vendor activities as acting quality assurance lead, supporting training and development through actionable data.

San Francisco Bay Area

• Responsible for handling incoming calls from customers
• Assist couriers with job support, including navigation and customer support
• Help maintain the email support que with inquiries from customers
• Handle escalated issues with customer orders

* Manager - Grace Café - non-profit ministry serving artisan espresso and teas to help facilitate fellowship at Glad Tidings Church, San Francisco. Co-manage operations, expansion planning, maintenance and growing team of volunteers.

San Francisco Bay Area

Oversee general operations of Caffe Cova: such as Customer Service, Inventory Control and receiving, Barista Training, Register Operation and Safe control. Also takes care of most vendor relationships. Barista: Make repeatable quality drinks for every customer.

Open and Close store, Customer Service, Register operation, stock room management.

Over Night Front Desk Clerk

Catering to a majority of Glad Tiding's video needs, In addition to research, development and implementation for upgrading equipment and ongoing growing a team of volunteers. Responsibilities include but not limited to Filming, Editing, Trouble shooting, research and development, Leading multi camera filming of live events, Pre-Planning for live events.

Animation Visual Effects, Animation

Graduated Salutatorian

Multimedia And Design, Focus: Animation, Animation/Film

Education record

Helped to establish a 3D Program using 3D Studio Max.