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 Ops/Healthcare division • 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 software, technologies, procedures, and best practices to advance Greenway Health’s initiatives of improved customer service, increased productivity, and reduced labor spend/unit cost. Implemented WFM/desktop analytics/performance dashboards software in record time, across 650+ contact center and back office users in multiple sites, identifying and validating productivity and efficiency opportunities.Formalized Business Intelligence program to support executive and Board reporting and decision-makingPresented improved employee engagement/retention by introducing voluntary/preference Scheduling to over 650 agents.

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 business intelligence and process improvements that improved CSAT, NPS, retention, top line revenue growth, and net operating margin. • 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 matured business intelligence.•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 assistance 24x7x365 as the industry leading private label provider. Agero's Roadside Assistance network protects more than 75 million drivers each year, with rescues from towing to lockout service, tire changes, electric vehicle charging, and more.

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 through predictive modeling and advanced business intelligence; provide implementation oversight and acquisition controllership* WorkForce Management: Provide strategic Demand forecasting, optimized Supply scheduling, and tactical real-time load-balancing governance for contact center resources, call routing strategies, and accessibility performance metrics, all focused on greater customer satisfaction and brand loyalty.* Industrial Engineering: Measure and validate production workload Standards to support staffing budgets, Supply & Demand staffing models, and performance management process. * Service Training: developing competent/confident reps to deliver high FCR, strong CSAT, LOE, and NPS.•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. •Multiple Best-of-the-Best Sales Leaderboard (sales, conversion); Member of VP issue resolution committee (Town Hall).

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