David Dentry Email & Phone Number

Denver, Co, Us

Denver Metropolitan Area

Over the years I’ve worked for small companies and big companies. I’ve led teams of thousands, travelled the world and managed huge programs. However, I’ve never been truly responsible for my own destiny - until now. I’m happy to announce that I’ve decided to step out on my own and become the new owner of Wheat Ridge Cyclery. We’re the largest single store bike shop in Colorado and are proud to be independent and offer bikes (and gear) from Trek, Specialized, Yeti, Santa Cruz, Cervelo, Seven, Salsa, and more.

Greater Denver Area

• Lead all Customer Service functions, including defining CS strategy and policies, KPIs and measurement framework, vetting partner vendors, launching sites, training and operational management of up to 800 customer service agents. • Scoped Al-based support automation tools including "Agent Next Best Action" tools and customer facing self service automation bots.•Defined IT infrastructure, training, and ramp plans; researched, interviewed, and audited locations for new contact centers; led contract negotiations and procurement process. • Launched local IT help desk support team as well as facilitated catering and amenities to staff.• Implemented Reputation Management program, leading team responding to the Better Business Bureau, FCC, and Attorney General Complaints and Letters to executive teams.• Built the brand, developed aggressive growth plan to address client issues/service, and defined ad hoc processes.• Identified, reported, and provided detailed trend analysis on more than 200 bugs/requests and established Voice of the Customer feedback loop to product and engineering teams. • Established corporate business operations, facilities inventory and management of local IT assets and implemented office physical security policies and standards.

Menlo Park, Ca

• Led support services for all hardware products supporting the Portal and Oculus brands through a worldwide network of support centers operating 24/7/365. • Prepared customer centric team and developed a principles based culture where the support team used good judgment rather than scripts to resolve customer issues. • Introduced and led the development of best in class videos, self-help, Al based bots, and automated support as well as good old fashioned one-on-one human interactions.• Developed and implemented training programs, operational SOPs, measurement frameworks, etc. as well as maintained a network of warehouses and service centers for quick service. • Established two greenfield service locations and developed RMA process, testing methodology, 3PL partners, packaging systems and testing schema.• Worked closely with suppliers and factory teams to identify parts, tooling and processes to refurbish and repair products back to original spec, and recover the item for future use.• Led Design for Service (DFS), New Product Introduction (NPI), and Early Field Failure Analysis (EFFA) teams.

Palo Alto, California

• Oversaw post-sales customer service/repair as well as ongoing customer activation and engagement activities. • Worked closely with the marketing team on messaging, the development team on "voice of the customer" and the data group to collect and analyze trends and issues.• Interacted regularly with executive leadership while balancing a drive for accountability to plans/programs and the maintenance of effective business relationships.• Established high levels of quality, accuracy, and process consistency in planning, forecasting, and budgeting approaches.

• Worked directly with supported partner product companies to provide feedback on their products from customers. • Formed an internal "QA" feedback loop group at the call center to mine customer data for trending issues, research and validate those issues, and interface directly with development to reduce the time taken to address problems.• Managed cross-functional relationships with leaders in Product, Engineering, and Sales to advocate for users and influence major releases and long-term product roadmap.• Interfaced with network of installers to ensure that customers moving to a home automation system had a seamless experience merging hardware and software technology from multiple brands in to one system.

Melville, New York

At Nikon I was responsible for all aspects of customer engagement with our brand. Highly cross-functional, my responsibilities generally fell in to five areas:Customer Service and SupportMy CS team manages inside and outsourced contact center and service repair groups, with centers in the US, Caribbean and Brazil. We provide technical, customer relations, pre-sales, repair service and eCommerce support. We're the conduit for product feedback and to our Japanese HQ. Manage Voice of the Customer program to drive product improvement through user feedback. Nikon Professional Service GroupNPS is a unique, field support team catering to the pro market. This group provide on-site, pre- and post-sales support for Nikon pro products and sponsors notable photographers. We attend events where many photographers will be (sports events, news events, etc.) as well as call directly on newspapers and photo studios. The NPS group provides training as well as internal photo services and testing.Web Site OperationsI'm responsible for the strategy, design, functionality and implementation of Nikon's web presence in the Americas. Our primary site is nikonusa.com with associated sites in various languages for Canada, Mexico, Brazil and Latin America. Toolset includes Omniture for analytics and reporting, Autonomy/Interwoven MediaBin and Teamsite/Livesite for web content delivery.eCommerce OperationsI direct Nikon's B2C and B2B eCommerce offerings through the shop.nikonusa.com web site. Working with the Nikon sales team we create on-line sales projections and budgets, manage merchandising, inventory requirements and design of the web store as well as back-end system operations with various eCommerce platforms. Marketing SystemsThe Marketing Systems group manages IT aspects of Nikon's Customer Experience group. Primarily the Oracle/Right Now CRM system as well as tools such as Pervasive middleware and links to third-party systems such as SAP and IVR/ACD systems.

I opened and managed the New York studio of City Digital (A now defunct, St. Louis based, high-end digital photography consulting, rental and sales company.)We provided rental, sales and training for all-things digital, focusing on installation and training of complete high-end digital photo studio systems from Phase One, Leaf, Sinar and Panoscan. Color Management, photo editing and workflow techniques were specialties.

Phase One is a Danish manufacturer of high-end digital camera backs. I was involved in product development, market research, engineering liaison, developer relations and managing customer technical support and service repair for North America. It was a small company - we wore a lot of hats!

I traveled around the world as a photographer for five years on an aircraft carrier, taking pictures of pretty much anything you can imagine. For my last three years I worked as an instructor and curriculum developer for the first digital photography courses offered by the military. I was responsible for course design, equipment procurement and actual teaching.

Education record

Education record