Dave Dummer Email & Phone Number

Redwood City, California

● Created all customer support processes for Pivot Breath, and Pivot Flex products● Maintained a 98% Customer Satisfaction Score with an average time to resolve an issue under 24 hours.● Focused on cost reduction by identifying areas of customer concern and working with the engineering team to resolve issues before they impacted customers● Consulted with engineering to create a suite of tools that allowed support agents to resolve common issues without using engineering resources ● Coordinated with the hardware team to keep the documentation and support processes up to date; Wrote and maintained all training materials. Wrote, and maintained knowledge bases for both Pivot Breath and Pivot Flex. Hired and trained support agents● Worked remotely after April 2020

San Francisco, Ca, United States

Customer support for Patreon’s community of content creators and their patrons.

San Francisco Bay Area

• Managed all aspects of Customer Service.• Set up Zen Desk as the CS Ticketing System• Supported Customers looking to purchase Crypto Currency by helping them through the KYC and Accreditation Processes• Helped seed the Cointopia Marketplace by reaching out to vendors and helping them get signed up• Improved process and practices to increase support efficiency and customer satisfaction.

San Francisco, California

• Worked remotely during the graveyard shift to support global customers and the engineering team located in India.• Handled the highest volume of incoming customer contacts of any shift• Coordinated support with global support teams located in San Francisco, and India• Drove bug resolution through engineering and helped with bug prioritization to ensure critical issues were addressed first• Improved process and practices to increase support efficiency and customer satisfaction.

San Francisco Bay Area

• Responsible for all of App Annie's global support for their free Store Stats, Analytics, and Advertising Analytics products including all reporting, training, and content management.• Coordinated support with global support teams located in San Francisco, London, and Beijing• Drove bug resolution through daily engineering scrums and was responsible for bug prioritization to ensure critical issues were addressed first• Worked with engineering to create new support tools to allow us to resolve issues that previously required escalation• Analyzed incoming tickets to understand what was driving customer contacts and worked with product teams on product improvements to reduce the number of customer contacts.• Performed all new hire product training for all employees across all of our global offices.• Assisted in the hiring if new personal, and was responsible for selecting candidates and performing the first round of phone interviews• Improved process and practices to increase support efficiency and customer satisfaction.• Wrote content for the support portal to deflect tickets through customer education

San Francisco Bay Area

• Initially employed in November 2009 as a CS Agent answering tickets.• Promoted to CS Game Lead February 2010. Worked on Cafe World, CastleVille, FrontierVille/Pioneer Trail, and Adventure World through 2/12. Responsible for all aspects of support for these games. Including writing all content on the support portal, writing all standard texts used in our responses. Instructing agents on how to solve problems, reporting on CS tickets to the studio to get issues resolved, and working with the studio to get the tools needed to resolve customer issues. Maintained the highest customer satisfaction ratings for 9 consecutive quarters. I won the peer nominated MVP award 7 consecutive quarters until the award was discontinued. • Promoted to Manager in February 2012. Managed up to five direct reports and 600 Customer Support agents at locations around the globe including: U.S., Ireland, El Salvador, Guatemala, Manila, and India. Oversee all Customer Support operations for Adventure World, Bubble Safari, Bubble Ocean, CastleVille, ChefVille, FrontierVille/Pioneer Trail, Slingo and Zynga.com. These games are supported by a staff of 600+ agents and managers at 4 locations across the globe. Have the highest Customer Satisfaction ratings in the company. Asked to assist other managers in raising the satisfaction ratings for their games, and helped both FarmVille, and CityVille (Zynga’s flagship games) reach their satisfaction OKR's• Helped both FrontierVille and CastleVille reduce their overall CS costs by up to 40% through bug fixes, and ticket deflection. • Promoted to Divisional Manager of Casual Games on 5/01/2013, responsible for all CS operations for Zynga’s casual games including the “with Friends” and Draw Something franchises.• Took over the Midcore Division in addition to the Casual Division 9/01/2013• The combined Casual/Midcore Divisions represent over 30 games, and 14 million daily active users, amounting to over half of Zynga’s players and offerings

Foster City, Ca

• Provided daily support for the Niku/Clarity Time tracking system for project management including answering user queries on system use and access, setting up new users, granting user access to projects, setting up new projects and creating weekly and monthly time tracking reports.

Pleasanton, Ca

• Responsible for Outbound calls placed to customers who submitted a mortgage application via the www.eloan.com website. This included verifying the customer information to insure it was correct, and introducing them to their Loan Consultant who would help them through the rest of the loan process.• Provided training to new team members and demonstrations to prospective clients and partners.

San Jose, Ca

• Implemented new mail distribution system for receiving, reviewing and distributing all incoming mail for the housing authority office.

San Jose, Ca

• Responsible for the daily support and maintenance of a web publishing system that published all intranet pages for Siemens Enterprise Networks, a division of Siemens Information and Communications Networks. System was Siemens developed using Microsoft Access. It replaced 18 people and 26 document management systems previously used to publish intranet pages.• Implemented Livelink with the e-publisher content management module from Opentext application. All intranet sites were moved into the Siemens tool. Led a team of 15 power users publishing 1000+ pages with conformity to Siemens transnational standards and ICN local standards. • Primary responsibility was the publication, and implementation of web pages organized into web sites and information views (collections of related sites). This was done in conjunction with process, quality and knowledge management initiatives designed to provide information to a workforce of 6000 mobile workers based in their homes.

San Jose, Ca

• Provide second level technical support to customer support agents on the rendering of mailings into graphics. Provide resolution of problems in processing customer orders which required addressing programming issues in the e-letter custom tool, customer issues with uploading files, and technology interface issues between customer systems and e-letter. Experience with Adobe Acrobat, Photoshop and other proprietary software.

San Jose, Ca

Mountain View, Ca

San Jose, Ca

South San Francisco, Ca

Business/Corporate Communications, 3.5 Gpa

Education record