David Roy Email and Phone Number

▪️ Contact Center Consulting: Conducted comprehensive reviews of client configurations, proposed process improvements, and optimized staffing models to enhance operational efficiency.▪️ Small Network Design: Specialized in designing and implementing network solutions with Ubiquiti (Unifi) technology, including firewall configurations, port forwarding, and cable management.▪️ Security Systems: Engineered and installed advanced security systems, integrating over 15 cameras using Ubiquiti (Unifi) Protect technology for remote viewing and local recording storage.▪️ Test Environments: Managed a versatile staging environment utilizing Debian, Ubuntu, Windows 10/11, Docker, Kubernetes, and TrueNAS Scale. Focused on maintaining cutting-edge technological updates and application integration for automation and data storage.▪️ Computer Services: Provided expert custom PC builds and troubleshooting, offered consultations on optimal prebuilt computer models, and advised on models to avoid, enhancing client satisfaction and tech reliability.

▪️ Client Retention & Growth: Developed strategies that enhanced client satisfaction and expanded account growth, achieving a 95% renewal rate over two years.▪️ Risk Management: Identified and mitigated risks within client accounts, maintaining high service standards and continuous engagement.▪️ Leadership in Client Support: Directed teams to enhance client engagement and satisfaction through comprehensive support and training.▪️ Revenue Growth: Implemented tactical plans that reversed negative trends, yielding a 20% increase in annual sales.▪️ Performance Metrics: Established and monitored KPIs to enhance the effectiveness of client success initiatives.▪️ Portfolio Management: Oversaw a diverse client portfolio worth over $11M, maintaining high satisfaction and retention rates.▪️ Innovative Reporting Solutions: Developed an automated reporting tool using Excel, Smartsheet, and SharePoint, cutting reporting time by 100 hours monthly.▪️ Data Analytics & Strategic Insights: Utilized Power BI for data analysis, providing actionable insights during critical stakeholder meetings.▪️ Sales and Service Coordination: Worked with sales teams to define service scopes and roles, enhancing operational efficiency.▪️ Voluntary Attrition Management: Kept voluntary attrition under 5% by implementing effective engagement and retention strategies.▪️ High-Risk Client Management: Negotiated and secured renewals with escalated clients, addressing and resolving their concerns.

▪️ Revenue Generation from Help Desk Operations: Managed the growth, development, and renewal of various help desk customers, successfully generating $5.8M in recurring revenue.▪️ Leadership in Customer Service: Led a team servicing the majority of Blackboard’s non-strategic help desk customers, contributing $4.7M in recurring revenue.▪️ Team Management and Support Focus: Directed the ongoing management of a team of Tier 2 advisors and customer success associates, enhancing support services for faculty and staff end users.

▪️ Client Management Oversight: Directed the performance of the client management team to optimize client relationships and ensure high service standards.▪️ Leadership in Account Management: Managed a diverse team of account and partnership managers, fostering strong relationships and driving business growth.▪️ Strategic Project Leadership: Spearheaded a cross-functional team to manage the successful migration of a higher education client base following a company acquisition.▪️ Stakeholder Engagement: Established and maintained robust relationships with key educational stakeholders, ensuring seamless service continuity and satisfaction.▪️ Customer Retention and Growth: Directed customers’ overall health by maintaining and expanding service offerings, enhancing customer loyalty and service uptake.

▪️ Senior Account Manager at BbSS: Advocate for high-profile clients, enhancing loyalty, retention, and portfolio growth. Responsible for analyzing and optimizing service delivery processes to meet clients' short- and long-term expectations.Key Responsibilities:▪️ Managed a book of existing accounts valued at over $2,000,000.▪️ Led client onboarding, setting expectations and solving initial problems to establish a strong foundation.▪️ Conducted strategic account planning and ongoing analysis of client product usage to ensure optimal engagement.▪️ Generated leads for the sales team, contributing to business expansion.▪️ Oversaw a team of Account Managers and Partnership Managers, enhancing team effectiveness and client service.▪️ Acted as an internal consultant, assessing and improving operational processes and efficiency.▪️ Provided proactive updates to both internal and external stakeholders, maintaining clear and continuous communication.▪️ Organized and led productive client meetings, fostering effective communication and client satisfaction.▪️ Analyzed account profitability and collaborated with the Operations team to streamline processes and increase margins.▪️ Developed and conducted client health reviews to monitor and enhance client satisfaction.▪️ Ensured effective collaboration between Operations and Sales Teams to meet client needs and company objectives.▪️ Monitored team and individual performance, identifying trends to achieve revenue goals and performance targets.▪️ Led cross-functional meetings to address and fulfill clients’ needs comprehensively.▪️ Developed and implemented training programs to enhance team skills and knowledge.▪️ Provided coaching and resolution to team members, supporting their professional growth and addressing work-related challenges.

▪️ Account Manager: Actively managed relationships and service delivery for high-profile clients within a portfolio exceeding $2 million in net worth. Focused on enhancing client satisfaction and portfolio growth through strategic interactions and service excellence.Key Responsibilities:▪️ Produced weekly Executive Summaries for assigned clients, ensuring top management stayed informed of key developments.▪️ Managed Knowledge Base content, updating in real time to support client needs and operational demands.▪️ Maintained expertise in client-specific subjects to enhance service quality and response accuracy.▪️ Monitored Quality Assurance for the portfolio, ensuring compliance with standards and client expectations.▪️ Utilized Salesforce CRM to update and track client health, providing a structured approach to client management.▪️ Conducted real-time Client Satisfaction Surveys using various tools to gauge and improve client satisfaction.▪️ Responded to escalated issues, efficiently triaging problems to ensure rapid resolution.▪️ Collaborated with the operations team to address and resolve client issues swiftly and effectively.▪️ Attended regular client meetings, fostering strong relationships and ongoing engagement.▪️ Provided clients with valuable reporting metrics and data trend analysis to support decision-making processes.▪️ Worked with the Implementation Team to ensure a smooth transition from the implementation to the go-live phase.▪️ Ensured operational readiness for newly implemented clients by coordinating with the Operations Team.This role demands strong cross-functional collaboration, keen analytical skills, and a proactive approach to client management, all of which I continuously develop and leverage to meet and exceed objectives.

Running the day to day operations between Presidium Inc and Elluminate Live.

Provided inbound call and real-time chat support for Students, Staff and Parents for online education programs such as WebCT, D2L, Sakai, Angel and Blackboard. Also provided support for online collaboration tools such as Elluminate Live.Running daily and weekly ticket reports; searching for improper tickets and resolutions for various clients at the request of their account managers.Daily point of contact for newer employee's requiring assistance with technical and product based assistance.