Mike D'Alba Email & Phone Number

Virginia Beach, Va, Us

Boca Raton, Florida, Us

Virginia Beach, Virginia, Us

Oversee internal teams that focus on ensuring our customers are experiencing our brands value at every touchpoint while owning the vision for our customer retention. Implement ways to engage and retain our customers and tasked with the creation and expansion of our current customer service initiatives, including training programs, customer roadmaps, loyalty programs, and churn prediction. - Create an inspiring vision around our customer experience while motivating and inspiring people to engage with that vision - Evaluate and implement programs and processes to increase dealer satisfaction as well as ensure they are in alignment with the company’s goals and objectives - Actively manage customer escalations and collaborate with internal departments to solve concerns - Work with the Senior Leadership team to create roadmaps that best serve our dealers throughout their lifecycle - Hire, train, and retain our customer service teams providing ongoing leadership and coaching that encourages active problem solving, ownership, professionalism, and best practices - Work closely with managers and teams to develop proactive dealer communication plans in order to frequently reinforce our brands’ value proposition & ensure success - Continually identify new customer service trends and progressive ways to serve our customers - Actively participate in budgeting and strategic planning, sharing our customer service team goals and plans with teams - Drive team performance against KPIs and communication quality standards to provide best-in-class customer service in a timely, effective manner

Oversaw the product development of ForRent.com, ForRentUniversity.com, After55.com, CorporateHousing.com, social services, resident communication services, consumer communication services, key account ad placements, and various ancillary products.World-class product set achieving over 6M visitors a month with an average of 1.5M leads per month. Nationwide leading numbers.Product set focused on consumer needs, customer goals, sales product position, and search engine friendliness.Products under my direction generated revenues of $85M, 2M, & 9M.Goals accomplished by effectively leading multiple teams, totaling over 20 resources to include managers and directors, multiple 3rd party vendors, various software management systems, working closely with sales leaders and software leaders.Developed, Implemented and now manage an in-house messaging product billing over $2M in annual revenue with a 73% GPM.Ongoing development with new process and organizational changes to increase product performance improvements and customer satisfaction.

Responsible for website UI/UX, Conversion and Product features.Detailed product road maps and goals; strategically designing this based on revenue goals, sales direction and technology availability.Experienced in supporting and interacting with Executive Level leaders: Sales, Technology and Marketing always focused on a cohesive product and sales message.Managed Product Development team of 8 overseeing four websites.

Designed an independent mobile experience for the consumer both web and native applications.Development included advertisement placement and ancillary featured placement features.Built independent mobile products generating over 6M in revenues.Implemented mobile texting keyword strategy to increase consumer engagement.Created, designed and implemented the ForRentUniveristy.com business-plan.Worked with large customers to implement enterprise level solutions.Presented products in various company and industry conferences to include NAA, TAA and FAA.

Managed a team of 18 inside and 5 outside sales representatives.Identified and qualified customer needs, developed sales strategies and negotiated and closed profitable projects.Consistently hit and exceeded sales goals.Listened attentively to client feedback and worked with product development team to introduce new product ideas to generate additional revenues.

Miami, Fl, Us