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I hate buzz words so I'll try to leave a lot of that out.I'm dedicated to providing a positive experience for a brand's customers. I realize how important it is to be proactive and positive when dealing with customers; not because it's my job but because it is the right thing to do. Customers invest their time and money with us and we owe it to them to help in any way that we can. I am a growth-oriented, high bias to action, executive leader with extensive experience ensuring compliant and effective outcomes for global tech companies. I offer progressive executive experience ensuring organizational goals are met and customers are appreciated. With expertise in all areas of executive management, including budget and resource allocation, policy and program development, technology integration and enhancement, regulatory compliance, and general operational oversight, I have successfully directed national and international operations to achieve aggressive goals.Customer service should be looked at as a primary driver for future customers. We all know how much it sucks to have a bad experience with a company and everyone has a story to tell which influences their future buying decisions. As a Customer Service leader I speak with tens of thousands of customers and curate a gold mine of data. I love to share that sort of data with other teams to help make our products and services better.Key Career Highlights* Augmented the customer service organization from 60 agents offering support 5 days a week/8 hours a day to 800 staff offering 24/7/365 customer service.* Reduced ecommerce loss while reducing false positive rejections by 62% with the establishment of Fraud Operations team. * Implemented 3 new support sites with only 88% of the projected monthly budget and 6 weeks ahead of schedule. * Reduced expenses by leveraging existing Verizon infrastructure and provided 25% longer shipping hours by expanding 3PL distribution network.* Increased capacity of used goods sales by 78% by onboarding new refurb partner.* Transitioned 100% of the support operations to Work from Home in 2 weeks with zero downtime and zero impact on Customer Service metrics.* Improved Average Handle Time from 26 to 14 minutes; First Contact Resolution from 67% to 89%; Customer satisfaction from 3.3 to 4.6 (0-5 scale); and Net Promoter Score from 33 to 49.* Established 2 greenfield support sites scaling to 1200 agents for new portal branded products. * Lowered handle time by 18% and improved C-SAT scores by streamlining operation on existing Oculus brand support team.
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Independent Flight InstructorSelf-EmployedDenver, Co, Us
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OwnerWheat Ridge Cyclery May 2021 - PresentDenver Metropolitan AreaOver 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.
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Chief Operating OfficerVisible May 2019 - May 2021Greater 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. -
Director Of Customer Experience And Service Operations Ar/Vr HardwareFacebook Sep 2017 - May 2019Menlo 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. -
Vp, Customer Service And EngagementSmartthings Jan 2016 - Sep 2017Palo 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. -
Vp, Customer Service Wink.Com / Quirky.ComQuirky Inc. / Wink Inc. Jun 2014 - Dec 2015• 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. -
Sr. Director, Customer ExperienceNikon Sep 2002 - Jun 2014Melville, New YorkAt 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. -
Sales, Rental And Marketing Manager, New YorkCity Digital Of New York 2000 - 2002I 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.
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Product And Support ManagerPhase One 1996 - 2000Phase 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! -
Photographer / InstructorUs Navy 1988 - 1996I 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.
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What company does David Dentry work for?
David Dentry works for Self-Employed
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David Dentry's current role is Independent Flight Instructor.
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David Dentry's direct phone number is +165030*****
What schools did David Dentry attend?
David Dentry attended Farmingdale State University Of New York, City College Of San Francisco.
What are some of David Dentry's interests?
David Dentry has interest in Distance Running, Stock Photography, Yoga, Technology, Cycling, Arts And Culture, Science And Technology, Human Rights, Movies.
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David Dentry has skills like Customer Relations, Customer Experience, Photography, Teaching, Digital Imaging, Digital Photography, Call Center, Product Management, E Commerce, Website Development, Call Centers, Cross Functional Team Leadership.
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