David Curtis Email & Phone Number

Sandy, Ut

• Successfully manage the day-to-day operations of a multi-site Parks and Recreation contact center to deliver exceptional customer service and support• Implemented a strategic staffing approach, optimizing workforce planning and recruitment efforts to maintain optimal staffing levels while reducing turnover• Implemented data-driven performance management techniques, resulting in a significant improvement in key performance indicators (KPIs) such as Average Speed to Answer (ASA), Average Handling Time (AHT), and Call Quality• Spearheaded tailored training programs for contact center agents, enhancing their product knowledge, communication skills, and problem-solving abilities, resulting in increased retention and graduation rates

• Oversee Full Project Lifecycle: Managed the entire implementation process, from initial planning and requirements gathering to execution, testing, and Go-Live, ensuring alignment with project goals and timelines.• Stakeholder Engagement and Communication: Facilitated regular communication and collaboration between OPRD, Conduent, and other key stakeholders to ensure all parties are informed and aligned on project objectives and progress.• Risk and Issue Management: Proactively identified, assessed, and mitigated project risks and issues, including managing critical defects and coordinating resolutions to minimize impact on project timelines.• UAT Coordination and Support: Led the User Acceptance Testing (UAT) phase, including the development, review, and approval of test cases, and ensured successful execution and defect resolution.• Process Optimization and Efficiency: Implemented process improvements to enhance project efficiency, including streamlining communication channels, optimizing testing strategies, and ensuring timely decision-making.• Team Leadership and Resource Management: Directed a cross-functional team, providing guidance, support, and resources to ensure successful project delivery within scope, time, and budget constraints.

Salt Lake City, Utah, United States

Act as liaison between the client and the Teleperformance operations team and am responsible for the overall relationship of the client.

Virtual

• Served as the primary interface between the Proposal Development Team, 3rd party vendors, and the financial management team to develop solutions for our potential clients that were both cost effective and innovative. • Review and respond to business requirements specifications to ensure alignment between customer expectations and current and future capabilities• Assist business units in meeting business objectives within the agreed upon enterprise architecture• Develop, test, and implement technology solutions as expected within agreed upon timeframes• Utilize excellent written and verbal communication skills to bridge communication gaps between technical and non-technical resources

Sandy, Ut

• Played a key role in Business Development as primary call center solutions architect for Federal Customer Care, including primary contact center solutions architect, capture management, proposal management and as a primary proposal writer• Oversaw technical architecture and project implementation for several Federal contact center and helpdesk opportunities.• Maintain P&L responsibility for multiple Federal contact center and helpdesk programs, with budgets exceeding $10 million in annual recurring revenue. Budgetary responsibilities include overall control of planning, staffing, managing expense priorities, and recommending and implementing changes to methods for each business unit.• Analyze workflow and assignments to ensure efficient and cost effective operations; develop/implement process and service improvements as needed.• Collaborated with clients and Operations to identify opportunities for improvement and project efficiencies.• Acted as principle client contact for several accounts, managing the relationship to ensure customer satisfaction.• Built a strong team of QA’s, Trainers, Operations Managers, and Supervisors with a reputation for excellence in service delivery and client relations.• Awarded C3E Audit ACE Award on multiple occasions for Training, Payroll, Quality, and Call Center Operations.

• Directed organizations of 1,500+ employees across multiple contact centers, both domestic and international, to attain outstanding results• Leverage comprehensive knowledge of technical call center solutions and project/ financial management and continuous improvement practices to develop efficient solutions and streamline operations to reduce operating expenses. Apply outstanding leadership skills and continuous improvement methodologies in guiding diverse, cross-functional team• Management of budget exceeding $10 million in Annual Recurring Revenue• Business process redesign and standardization including both client and company initiatives • Utilizing proven leadership and creative problem management skills, in conjunctions with proven strategies in project management, led the development and implementation of multiple large scale contact centers in both domestic and international locations • Played a key leadership role in the successful launch of multiple campaigns over several years.• Maintained excellent performance and customer relations with a wide variety of clients. • Built a strong team of diverse resources with a reputation for excellence in service delivery and client relations.• Established operational objectives and work plans, and delegated assignments to subordinate managers.• Formulated and implemented procedures on operational processes; ensuring operations' effective achievement of objectives.

Cottonwood, Ut