David Flickinger Email & Phone Number

Portage, Michigan, United States

Delivery expert across a portfolio of products, engaging partners to develop and articulate comprehensive implementation proposals. Relationship builder, ensuring strategic alignment, offering prescriptive guidance, and ensuring customer success.In my role, I also:Ensure business value is identified and realized (directly and indirectly)Leverage industry best practices and resources to exceed client expectationsAlign client goals with solutions and the professional services roadmapProvide direct oversight of the project during the full lifecycle of the engagementProactively mitigate and manage risks, escalations and mobilize to quickly resolveLead and inspire team members to achievement of their best, in service of our customers achieving success

Kalamazoo, Michigan, United States

Led five agile product crews in the development & implementation of Retail Banking (Consumer & Small Business) deposit products on a Modern Core Banking Platform. Championed enablement of core banking capabilities within modern technology solutions to enable innovation and business transformation.In my role, I:Set strategic vision for highly complex portfolios, ensuring cross-functional team alignment and approving prioritization and major deliverables.Represented business, developing/maintaining the capability roadmap and phased rollout strategy.Led Agile delivery crews/Product Owners across the development lifecycle to capture business requirements, redesign business processes and deliver new and enhanced capabilities.Served as the main interface and representation with senior leadership, partners, and executives as business project sponsor.Acted as and extension of the Product Owner; making decisions including removal of impediments based on information provided by Scrum teams/POs and other stakeholders. Ensured alignment of product vision with all Product Owners and provides guidance on backlog prioritization based on business value.Determined if iteration outcome is acceptable from functional/non-functional aspects.Reviewed final deliverables, approve and coordinate acceptance among SMEs.Ensured risk/compliance requirements are met and products are integrated and deployed successfully to production.Assessed and effectively managed all risks associated with business objectives and activities to ensure adherence to and support Enterprise Risk Management Framework.

Kalamazoo, Michigan

Accountable for ensuring the consistent delivery of an exceptional customer and employee experience for an enterprise wide Salesforce CRM implementation.Serving as the voice of the customer, my primary responsibilities included:Led UX/UI Design StrategyGuided Change Management StrategySteered Analytics StrategyServed as an Ambassador for TransformationContributed to the Development RoadmapOversaw Development and Strategy for Shared Enterprise CapabilitiesAnalyzed User Feedback, Process Improvement Opportunities, and New Demand

Kalamazoo, Michigan

Cast a vision for our product (Salesforce CRM)and define priorities of our Scrum Team that ultimately lead to the realization of our desired outcomes. Additional responsibilities included:Serving as the voice of the customer, fostering a strong relationship, with frequent connection to the end user.Developed new ideas and initiatives that improved the performance of the organization.Mobilized time and resources to meet key objectives.Assessed and managed risk.

Kalamazoo, Michigan

Responsible for defining Omnichannel Sales, Service, and Share of Wallet strategies for the PNC Contact Center as well as creating a strategic plan for execution.Additional responsibilities included:Aiding in defining the role of the Contact Center in the future business environment.Connecting Retail Strategic and Capital Plans to strategy.Identifying customer behavior trends, employee roles, and technology enablement opportunities.

Kalamazoo, Michigan

Led four groups of 150-200 FTE (600+ total) across multiple sites. Additional responsibilities included:Partnering with Product & Line of Business Managers.Operationalizing strategic vision while connecting to the end to end customer experience.Identifying root cause roadblocks to drive process improvement.

Kalamazoo, Michigan Area

Group Leader of Consumer Service within the PNC Contact Center in Kalamazoo, MI. Direct reports included 13 Team Leaders and over 200 Financial Service Consultants.As the primary point of contact for the PNC customer base, my responsibilities included:- Servicing & Problem Identification/Resolution- Management & Mitigation of Risk- Exceeding Customer Experience Targets- Employee Engagement- Talent Acquisition- Multi-Channel Training

Kalamazoo, Michigan Area

Team Leader of 18 Business Banking Financial Service Consultants which served Small Business Clients & Internal Customers across all channels.Servicing responsibilities included:- Lending - Deposits- Treasury Management- Online Experience- Portfolio Management

Kalamazoo, Michigan Area

Coached 15 Financial Sales Consultants in multiple facets of performance inclusive of Inbound & Outbound Sales, Customer Relationship Expansion & Retention, Increasing Share of Wallet.Key Performance Indicators (KPIs):- Average Handle Time- Scheduled Adherence- Lending Sales - Deposit Sales

Kalamazoo, Michigan Area

Serviced incoming calls from new & existing Credit Card Customers. Responsible for Servicing and Sales of Balance Transfers and Ancillary Product Set.* 1/155 Balance Transfer Sales in 2005 - Recipient of National City Sales Champion Award, 2005.

Master Of Business Administration (Mba), Business Administration And Management, General

Finalist for Dr. Henry Beam MBA Award for Excellence Graduated Magna Cum Laude, 2012

Bachelor Of Business Administration (Bba), Marketing

Graduated Cum Laude, 2009.