Dale Overton Email & Phone Number

St. Louis, Mo, Us

Greater St. Louis

Missouri, United States

Greater St. Louis

Direct and empower a high-performing team to deliver exceptional multi-channel support to UKG’s vast North American customer base. Drive budgeting and planning for geographically dispersed teams that adeptly address hundreds of requests daily, including technical support, configuration assistance, and how-to training. • 15% reduction in time to resolution for a customer base of 2,100 while directing support teams and implementing an innovative customer-centric support program.• Increased productivity by 13% by maximizing the benefits of cutting-edge technology to drive efficiency including utilizing Salesforce for streamlined case management and governance, Teams for effective collaboration, and NICE/InContact/RingCentral for seamless phone and workforce management.• 8% boost in CSAT ratings through insights gained in revamped analytics dashboards utilizing PowerBI to publish key performance indicators (KPIs) to the organization for satisfaction, ticket response, and service level agreements (SLAs) attainment.• Collaborated in the revitalization of the career framework, ensuring clarity and consistency for team members in their professional development path to reduce turnover.

Greater St. Louis Area

Directed Midwest and Canada Customer Success teams as well as administered Rapid Response Engagement Center. Managed all aspects of project direction, programs, budgeting, support experience and employee experience, coordination with workforce management team, cross-functional collaboration to optimize overall performance and drive customer success, retention, and growth.• 15% OSAT growth for Canada customers through revitalization of the local customer success team; recruiting and hiring talented leaders, CSMs, and multi-lingual (English and French) Technical Account Managers (TAM’s).• Supported 7,000+ North America customers as leader of multi-channel contact center for payroll & HR support.• Managed $22MM budget for geographically dispersed team to seamlessly service and support customers in all phases of the customer lifecycle.• Earned impressive management engagement score of 93% and robust employee engagement score of 90%.

Greater St. Louis Area

Drove programs to empower and equip this newly formed team with necessary support and resources to attain customer satisfaction goals and facilitate client renewal and expansion. Mentored team members to realize their full potential, while expertly collaborating with other managers to address critical support issues and proactively resolve all concerns.• Successfully launched St. Louis Customer Success Center to expand reach and better serve valued customers.• 20 NPS and > 90% Satisfaction for eight consecutive quarters by demonstrating unwavering commitment to delivering unparalleled customer support and development of customer relationships.• Earned employee engagement score of 92%, while attesting to team's deep sense of satisfaction, fulfillment, and motivation.

Greater St. Louis Area

Played vital role as member of executive team, reported directly to CEO. Accountable for key operational areas of customer experience (CX), implementation and onboarding, consulting, delivery, technical services, client care, training and education, IT, and data center operations. Managed customer satisfaction, budgetary considerations, cost control, personnel mentoring, and overall critical operational functions.• Saved company substantial $500,000 in annual Amazon Web Services fees by optimizing contract and hosting environment and beginning new IT governance program.• Directed and inspired global consulting team of 30 by expertly guiding them to achieve impressive customer satisfaction rate of 91% and utilization of over 80%. Team members located in North America, Europe, Australia, and China.• 15% reduction in new customer requests during first year of implementation by launching the new Zendesk portal and first-ever customer knowledge base.• Executive Team Leader responsible for Implementing EOS (Entrepreneurial Operating System) into Services Organization, incorporating dashboards, goal setting, and regular performance reviews.

Greater St. Louis Area

Reported to COO. Orchestrated top-performing global professional services and technical consulting team (team in US, Germany, Australia, and China) to provide onboarding and robust post-live business solutions to clients across various segments of events industry by leveraging company's software and services. Oversaw all customer-facing operations, customer experience (CX), and collaborated cross-functionally to formulate and present cutting-edge solutions to new and established clients to support ARR growth and renewal.• 10% increase in services revenues through creation of new Premium Support Model.• Spearheaded a team of over 40 people to support onboarding, delivery, consulting, IT, and cloud operations.• Directed global customer base of 1,000 customers through transition from on-premises perpetual license model to SaaS model.• 13% CAGR through collaboration with Sales & Account Managers from before the sale, through onboarding, and in post-live consultative support.

Greater St. Louis Area

Led the successful delivery of state-of-the-art reporting, visualization, integration, and data migration solutions to clients spanning diverse industries. Effectively managed a high-performing team of 2 technical consultants, consistently achieving billable utilization rates surpassing 90%. Demonstrated exceptional project management and coordination skills, overseeing projects of varying scopes ranging from hours-long to multi-week initiatives.• Achieved consistent revenue growth year after year with an average annual increase of 15% by implementing strategic measures, developing innovative solutions, and optimizing business processes.• Managed development of Ungerboeck's inaugural API framework to streamline integration of data across platforms.• Scaled team to enhance capabilities and drive efficiency across board.

Greater St. Louis Area

Implementation Consultants serve as the primary customer facing members of the Ungerboeck team. As a Consulting responsibilities included taking a customer from project inception to conclusion. Specific activities include requirements gathering, project management, training, business process optimization, documentation, and account management. Served as the consultant for more than 40 projects over almost 2 years.

Greater St. Louis Area

As Pre-Sales Engineer I was primarily responsible for delivering quality sales demonstrations of Ungerboeck Software and formulating solutions for prospective clients. Developing demonstrations included gathering and interpreting requirements and determining how those would apply to Ungerboeck Software.

Greater St. Louis Area

Worked to help test Ungerboeck Software and develop documentation for new and existing features. Members of the QE team also helped to develop and deliver presentations for the Ungerboeck Global Conference.

Greater St. Louis Area

Worked as Internet/Intranet developer and website administrator leading and coordinating global website marketing efforts for the entire company (14 countries). At the time the company was Agribrands International

Greater St. Louis Area

As Information Systems Coordinator it was my responsibility to complete IT related tasks as needed. Tasks may include installation and support of hardware solutions, software solutions, and development of reports using Crystal Reports,

Bachelor Of Science - Bs, Management Information Systems

Mba, Business Administration And Management, General