David Freund Email & Phone Number

With over 25 years of experience in technical support and customer service—and more than a decade managing diverse, distributed teams—I bring a relentless focus on delivering value to clients while driving operational success. Whether leading large SaaS support teams or innovating healthcare technology support processes, I believe the foundation of any successful enterprise is its end-users.🌟 Client-Centric Leadership Philosophy:I approach every challenge with the understanding that clients are not just "end-users" but real people deserving respect, empathy, and outstanding service. My career has been built on a simple but powerful principle: success stems from putting the needs of the customer first.✅ Career Highlights:-Managed a support team averaging over 600 weekly tickets while achieving a 96%+ CSAT and 100% SLA compliance.-Spearheaded Salesforce ServiceCloud implementation, streamlining workflows and enhancing collaboration across teams.-Successful post-acquisition team integration, standardizing processes and systems for global alignment.-Consistently delivered measurable improvements, including a 20% YoY reduction in case resolution times and optimized resource allocation.-Hired and mentored employees who not only achieved long tenure within the company but also drove key operational successes through sustained high performance🔑 Core Competencies:Customer Service Excellence | Team Leadership & Development | CRM Implementation | SLA & CSAT Optimization | Process Automation | Data Analytics & Reporting💡 What Drives Me:I thrive on solving complex problems, empowering teams, and building systems that prioritize customer success. Every project I undertake is guided by the belief that respect and understanding for the client lead to innovation, loyalty, and long-term growth.📬 Let’s Collaborate:I’m eager to connect with like-minded professionals and organizations passionate about creating exceptional customer experiences. Let’s explore how I can bring my expertise to your team and drive transformative impact.

Listed skills include Windows Server, Windows 7, Active Directory, Computer Hardware, and 42 others.

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  Middle Tennessee State University (Mtsu)

  Organizational Leadership