David Trayser Email & Phone Number

Teaneck, New Jersey, US

• Global technology company providing business consulting, information technology and outsourcing services.* Global Contact Center Leader responsible for the strategic planning, execution of client operations in Digital.
• Delivering measurable ROI, strategic innovation, continuous improvement, performance reporting, and human capital development.
• Emphasizing investments in customer care, quality management, compliance, workforce planning, recruiting, coaching and training.
• Enhancing continuous staff development, employee engagement, service, knowledge, skills, and morale.

Tampa, FL, US

Ambulatory EHR Industry’s leading SaaS / Revenue Cycle Management Provided leadership for the charter workforce planning program and technology implementation at Greenway Health.Drove workforce productivity, enterprise efficiency, and best-in-class customer experience through the implementation and optimization of state-of-the-art Workforce Management.

Memphis, TN, US

• Nation’s largest home warranty provider.Led a multi-site WFM/VM team supporting global contact centers of Customer Service/Sales of market-leading home warranty service company.Designed and developed contact center.
• Introduced long range Demand/Resource planning, solving 40% understaffed in 4 months
• Improved BPO vendor selection, and launched multiple offshore sites simultaneously.
• Optimized schedules/reduced overtime, improving ASA more consistently throughout the day.

Dallas, Texas, US

• Texas’ largest hospital/health system
• Advanced Service/Customer Experience strategies with improved FTE forecasting, profiled hiring, optimized preference scheduling, expanded business intelligence, recovering Service Levels for Performance Guarantees.
• Developed advanced customer service technologies and processes, including WFM, voice/text analytics, schedule optimization, self-service, and Voice of the Customer program.
• Expanded customer channels to also include web, chat, and social media.
• Improved BPO vendor strategy, formalizing selection process, performance management, invoice auditing. Terminated under-performing vendors, on-boarded new superior vendors.

San Francisco, California, US

• The world’s largest ride-hailing app/mapping technology
• Built strategies for contact center staffing and network optimization of multi-site, global network of internal and outsourced (BPO) customer service representatives.
• Designed and proposed the Implementation and Oversight of a new Workforce Management (WFM) Strategy and technology utilized for forecasting, optimized scheduling, real time performance monitoring/management, and.
• Recruited for a team of Workforce Managers, forecasters, schedulers, and real-time analysts.
• Improved vendor management team regarding BPO performance management and invoice auditing.

Medford, Massachusetts, US

The nation’s largest roadside assistance provider/automotive analytics BPO I led a dynamic team with nation-wide accountability for Demand Planning, Business Intelligence, improved Service Levels, staffing strategies, optimized scheduling, and real-time queue balancing of multi-site inbound and outbound call centers dispatching emergency roadside.

Jacksonville, Florida, US

• Florida’s largest health insurance provider Team Mission: Forecast and align human capital to support operational success and customer experience* Strategic WorkForce Planning: Publish staffing strategy recommendations.
• Leader of Supply & Demand staffing models encompassing 2,100 Service Org employees.
• Leader for WFM, optimizing 1000+ contact center resources in Service, Sales Support, BlueDirect Sales.
• Leader of Service Organization's Swimlane Strategy, oversight for annual resource requirement planning (1400+ frontline).
• Measured work Standards affecting 1,350 frontline employees.
• Member of Contact Governance; Contact SubGovernance; Teleworking Governance; Director's Workgroup; Business Continuity Steering Committee; Facilitator for Global Productivity Taskforce

Mount Laurel, NJ, US

• Best-in-Class Outsource Service Provider
• Consistently exceeded monthly performance/accuracy goals for inbound Private Label priority mortgage originations.
• As Captain, provided motivation, training, production guideline resource to peer originators to accelerate performance and heighten customer experience.
• Awarded over 30 Client Service Excellence Commendations, the Star Merit Award, and several Mentor awards.
• Awarded 2004 People’s Choice Award of Most Helpful Peer, and Awarded 2003 Top Sales Team.
• Spotlight Sales Consultant of the Month-May 2003; also promoted to Construction team and Virgin Island Priority team.

Bsba, Dual Discipline Degree: Industrial Engineering / Operations Management

Master Of Business Administration - Mba, Wip- Finance, Analytics, Business Intelligence

Edx Ce, Business Intelligence; Data Analytics; Transformation Learning

Edx Ce, Change Leadership

Change Management Foundations, Change Management; Change Project Management