David Kaminski Email & Phone Number

Led a global team of over thirty-five customer support and service professionals, enabling frontline support, sales engineering professional services, and customer success across both self-service and assisted dimensions to Reuters’ enterprise and consumer customers: developing and executing strategic direction, key metrics, scalable operational planning for a service and success center of excellence while having due regard to the Reuters Trust Principles.Strategic Direction and Team Leadership: Work directly, mentor and lead staff as they support and enable Reuters pre-sale and post-sale content delivery for the world’s broadcasters, media and technology companies to integrate, drive value, elevate customer success and deliver customer retention rates over 90% with Reuters products and services, NPS of 38, CSAT of 72, and support metrics designed for urgency measured in seconds and resolution rate measured in hours.Continuous Improvement and Automation: Supporting these professionals by enabling robust continuous improvement processes, automations via custom development and AI, and reporting to enabling data-driven decisions to achieve annual targets and long-term strategic planning. Operational Support and Cross-Function Business Stakeholder: Led Operational Support team deploying, administering and Reuters’ enterprise business operational CRM and DMS stack; main components being Salesforce, Zuora, and Eloqua. Team’s core focus includes support, license management, vendor management, process management (incident, problem, change, knowledge, document), governance and compliance, backlog prioritization, deployment and reporting functions.Latest Key Accomplishments: Implementation of operational CRM and DMS stack, Stand-up of global support organization.

Thomsonreuters

As a Regional Lead of the regional service team, I guided our efforts in providing exceptional second-level customer service, driving success through technical pre-sales engagements, and ensuring successful integration services. I also proactively validated and enhanced our services for existing customers, ensuring they received the full value and a positive experience.In addition to my duties noted above, I assumed the roles of a skilled project technical lead and customer service product owner, for a successfully implemented robust business technology platform stack, including Salesforce, Zuora, Eloqua, and various 3rd party applications, to drive the day-to-day operational functions of Reuters. This included lead generation, sales pipeline & reporting, customer service, product catalog management, order management, billing, governance, and more. As a key decision-maker, I was responsible for all service stockholder decisions, prioritization, administration, and operational support of the business technology stack.Successes: Reuters/Google’s Olympics coverage, Delivery of Project CORE, and stand up of Reuters Customer Service Helpdesk. Champagne Award for Innovation (Reuters Liaison).

Greater St. Louis Area

Sole engineer responsible for 24/7/365 internal and external 1st level support of reuters.com global editions as well as auxiliary applications (CMS, feeds, API, etc.). Responsible for reporting, service trending, escalation, documentation, and wiki site administration. Member of the Server Ops team providing administration and operational support to data centers and QA environments serving reuters.com.

Greater St. Louis Area

Responsible for all IT and telecommunications infrastructure for their three branches located in St. Louis, Kansas City and Springfield, Illinois including network administration, staff support, maintenance and purchasing. Ensured that projects and department met budgetary requirements and assisted in marketing/sales literature design.