Dave Griffin Email & Phone Number

Detroit, Mi, Us

Bath, Michigan, United States

Ann Arbor, Michigan, United States

• Lead all activities of Technical/Customer Support team for high growth SaaS business.• Focus on opportunities to drive and deliver exceptional Customer Experience.•Partner and collaborate across organization to maximize value of Customer Support team.

Ann Arbor, Michigan, United States

• Manage and scale Technical/Customer Support team for high growth SaaS business.• Collaborate across the business to ensure customers receive excellent experience.

Ann Arbor, Mi

• Directed strategy and capacity planning to scale for Customer Service, Product/Technical Support, and Operations teams, providing site leadership and implementing best practices for facility with 1000+ employees.• Partnered with a Business Process Outsourcing firm (BPO) during peak season.• Leveraged data to identify opportunities across operations with a focus on efficiency, reliability, flexibility, and scalability.• Utilized Agile methodologies to lead operational and technology transformation supporting merger of multiple businesses.• Developed and managed budget responsibility in partnership with and accountable to Finance team.• Provided cross-functional team and vendor relationship management, cultivating productive partnerships to impact increased efficiency and optimized outcomes.• Oversaw staffing and processes to coach and mentor individual talent toward leadership in view of their total career lifecycle.

Ann Arbor, Mi

• Drove systems and process change as a cross-functional team leader and catalyst for continuous improvement.• Oversaw contact center technology, including Telephony, Workforce Management, and Quality.• Spearheaded contact center operations and reporting for executive leadership, overseeing teams, systems, and processes while defining and monitoring performance metrics and KPIs and generating reporting to inform strategic planning and decisions.• Partnered with facilities and security on building operations.• Directed recruiting and hiring for contact center.

Ann Arbor, Mi

• Led User Services Operations, including Recruiting, Workforce Management, Real-Time Monitoring, Quality Assurance, and Professional Services scheduling.• Managed Customer Support and Technical Support teams and oversaw contact center operations, including forecasting, scheduling, and intraday activity.• Coached, managed, and developed individual leadership talent, mentoring to build a high-performance culture and drive improvements in the total customer experience.• Directed transformation of policies and procedures.• Identified headcount needs and oversaw recruiting processes.

Ann Arbor, Mi

• Coached, managed, and developed twelve Team Leaders, each with 15 to 20 direct reports to develop a high-performance culture focused on customer support excellence.• Directed the recruiting process, hiring over 200 people in 2017, including 94 in Q4.• Developed and implemented processes to increases effectiveness of customer education about self-service.