David Rockoff Email & Phone Number

Yorba Linda, CA, US

Irvine, California, United States

• Responsible for triage, escalation, coordination, and resolution of all incoming hardware and software issues for the Parcel Locker footprint at Quadient (over 4000 locations)
• Directed operations for the Support, IT, and Field Service organizations comprising ownership of 80% of the break-fix organization.
• Responsible for escalated customer interactions, release tracking, User Acceptance Testing, product quality, and vendor management.
• Defined and reinforced Key Performance Indicators across teams and organizations, driving ongoing improvements through goal management
• Charged with team expansion and identifying and leveraging areas of improved efficiency, achieving a 54% reduction in overall workload and an improvement in response times exceeding 40%
• Facilitated a wide-spread cross training initiative designed to de-silo and standardize support knowledge across disciplines

Costa Mesa, California

• Responsible for end-to-end support and vendor integration activities for the LendingQB Loan Origination platform, covering over 5% of all real estate loans closed nationally. Directed as many as 15 employees daily.
• Directed operations for both the Support organization as well as the Integrations organization, with a combined responsibility for over 2000 client and vendor issues per month
• Responsible for interacting with customers, maintaining product knowledge, tracking releases and driving improvements to the client experience
• Defined and enforced Key Performance Indicators across teams, driving continual improvement through regular analysis and adjustments to departmental goals
• Responsible for general career development of Team Supervisors and their associated Support Engineers
• Charged with expanding the team and identifying areas of improved efficiency

Greater Los Angeles Area

• Directed as many as 30 employees daily across 4 global regions; supervised and served as an interface between employees and engineering.
• Charged with the oversight of six separate advertising platforms driving over 1400 advertiser issues per month
• Interacted with customers and maintaining integral knowledge of cutting edge products
• Defined and shepherded all organization-wide KPIs and metrics, analyzing them for efficiency, identifying trends, and developing action plans toward continual improvement of the client experience
• Designed and implemented Yahoo’s first 24x7 global support model for all products, cutting first response time by up to 70%, improving resolution times by up to 36 hours, and saving more than $40M in revenue in the.
• Interfaced with Sales, Product, and Engineering to reform a platform based escalation process into a streamlined, single point of entry of escalation for all advertising platforms, unlocking a 20% improvement in Sales.

Burbank, California

• Guided 10 direct reports to deliver best-in-class Product Support for Yahoo! Search account managers servicing a $1B per quarter book of business
• Provided comprehensive support to internal Sales and Operations teams delivering quality, scaled support to facilitate a consistent 20% annual rate of volume growth
• Spearheaded the resolution of all technical issues during partnership with Microsoft, reducing ticket re-open rate from 11% to 5% and raising Engineering division resolution rates from 69% to 80%
• Globalized the Support team by expanding it into the offshore operation in India, expanding team charter to include overnight hours, further reducing escalation delays

Burbank, California

• Mentored 8+ Support Engineers, consistently delivering against stretch goals around resolution rates and time to escalation to ensure clients received the best possible support experience
• Assisted in hiring of and facilitated the onboarding and training of 9+ employees to build out strategically aligned support function and drive revenue protection for Yahoo! Search business
• Responsible for the identification, classification, and resolution of technical issues and enhancements within the Yahoo! Search Marketing advertiser systems
• Served as the primary technical contact for all API users platform-wide

Burbank, CA

Greater Los Angeles Area

• Managed multiple guest service locations, including the Disneyland Resort call center and several in-person Customer Service locations servicing Disneyland and Disney California Adventure.
• Supervised as many as 15 employees daily, including labor management and time & pay activities
• Developed and delivered Disney University training tools for new and developing employees
• Charged with the collection and analysis of Resort Guided Tour KPIs, metrics, and profitability (P&L)
• Served as an official Resort Ambassador for company executives, VIPs, and visiting celebrities through the VIP Tour program
• Nominated for a Mousecar award in recognition for outstanding innovation