Dave Whitmer

Dave Whitmer Email and Phone Number

Customer Support / Call Center Solutions Leader @ Estech Systems Inc.
Dave Whitmer's Location
Fort Worth, Texas, United States, United States
Dave Whitmer's Contact Details

Dave Whitmer work email

Dave Whitmer personal email

About Dave Whitmer

Results oriented strategic visionary with an in-depth knowledge of process and technology re-engineering Customer Services, Sales and IT Organizations in Contact Center environments. High achiever with a successful record of developing winning strategies and tactics by combining a quality, employee empowering leadership approach with financial discipline.Primary Skills:Leadership/Talent ManagementDispute/Resolution ManagementVendor/Contract NegotiationsIncident/Crisis ManagementStrategic Business Growth Planning

Dave Whitmer's Current Company Details
Estech Systems Inc.

Estech Systems Inc.

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Customer Support / Call Center Solutions Leader
Dave Whitmer Work Experience Details
  • Estech Systems Inc.
    Vice President; Technical Support
    Estech Systems Inc. Apr 2005 - Present
    Plano, Tx, Us
    - Architect/Manager of internal and external customer support relationships - Customer Service, Cloud Support and Technical Support.- Oversee daily Operations in a Contact Center (Technical Support & Customer Svc); including incident and crisis management.- Establish, manage and report Key Performance Indicators to Executive Management- Oversee hiring, staffing, and scheduling processes- Develop and implement policies, procedures, and processes for continuous improvements- Design and Maintain workflow for Inbound/Outbound calls and electronic transactions- Manage budget, drive capacity planning and needs- 3rd Party Vendor negotiations, implementation and management- Voice of Customer Programs development
- Technical Advocate Program - account rehabilitation 
-Premier Partners Program (3P) - key account management - Customer Experience/Satisfaction program- Executive Escalation Resolution Point; direct report to COO- Drive Value Add Services profitability
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  • Aegis Communications Group, Inc
    Director Of Technical Services
    Aegis Communications Group, Inc May 2000 - Apr 2005
    - Direct and manage IT Operations organization + IT Help Desk/Technology support services + Field Operations (21 remote FTE) + Data Center Management + ACD Telephony Platform Administration- Desktop/Server Administration- Oversee ACD operations for 13 Contact CentersAvaya, Rockwell, Genesys ACD platforms- Production system implementation, management and administrationACD, CTI, Call Recordings, Predictive Dialers, Workforce Management- ACD report customization on multiple platforms + Account Management billing reports; Client Performance Pulsebeats + Agent Performance Reports + Back Office SQL/Informix/Oracle data mining- Toll-Free Number management and call routing- Strategic call routing design and implementation
  • Flashnet Communications
    Technical Support Manager
    Flashnet Communications 1996 - 2000
    Administrate PBX and IVR facilities (Toshiba/Nortel)Oversee daily Technical Support OperationsEstablish, track and report Key Performance Indicators to Executive ManagementOversee hiring, staffing, and scheduling processesForecast and manage departmental budget ($5 million/yr.)Develop and implement policies, procedures, and processesManager of 158 call center employees (includes 4 groups and 6 supervisors)Implement new CTI/CRM and ACD technologies.Increase productivity and efficiency from technicians.Workstation & LAN administration

Dave Whitmer Skills

Telecommunications Voip Call Centers Networking Avaya Call Center Ivr Workforce Management Telephony Vendor Management Managed Services Management Enterprise Software Contact Centers Unified Communications Operations Management Technical Support Process Improvement Team Building Customer Satisfaction Acd Call Center Development Troubleshooting Cloud Computing Team Leadership Sip Trunking Leadership Service Delivery Contract Negotiation Sip Integration Ip Solution Selling Data Center Cisco Technologies Switches Lan Wan Crm Tcp/ip Wan Professional Services Mpls Sla Bpo Outsourcing Cti Customer Experience Customer Retention Team Management Help Desk Support

Dave Whitmer Education Details

  • Rets
    Rets
    Electronic Technology

Frequently Asked Questions about Dave Whitmer

What company does Dave Whitmer work for?

Dave Whitmer works for Estech Systems Inc.

What is Dave Whitmer's role at the current company?

Dave Whitmer's current role is Customer Support / Call Center Solutions Leader.

What is Dave Whitmer's email address?

Dave Whitmer's email address is da****@****hoo.com

What is Dave Whitmer's direct phone number?

Dave Whitmer's direct phone number is +181778*****

What schools did Dave Whitmer attend?

Dave Whitmer attended Rets.

What skills is Dave Whitmer known for?

Dave Whitmer has skills like Telecommunications, Voip, Call Centers, Networking, Avaya, Call Center, Ivr, Workforce Management, Telephony, Vendor Management, Managed Services, Management.

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