Dave Whitmer Email & Phone Number

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

- 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

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