Stuart Davis Email & Phone Number

Fort Worth, Tx, Us

Fort Worth, Texas, United States

Ensures direct reports’ ability to work through customer-focused technical solutions in a changing landscape of customer needs and solution innovationManages and supports the team through troubleshooting customer support inquiries and escalations across a product suiteSupports emergency troubleshooting for high impact technical incidentsSets up and maintains systems for troubleshooting the most technically challenging support casesAssists with the development and recommendations on the technical support strategyDevelops a high-performing team by hiring diverse talent, prioritizing people development, leading by example, and preparing people for growth within the organizationProvides strong leadership and coaching necessary to gain and maintain staff resource depth and maturity to quickly and skillfully meet current and future needs of employees and customersIdentifies team gaps in those areas that help ensure proper skilling and development to overcome themDevelops processes to ensure regulatory compliance on FDA devicesCreates an engaging and innovative work environment that fosters close collaboration among team members, career growth and excellence in achieving operational resultsClose teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations

Configure directory, managing admin/user account accessFacilitate training environment for end-userUploading and managing online course materialsMonitoring system performance and securityEstablish service related data-driven reporting to increase platform efficiency with the use of Google AnalyticsDelivering and communicating ROI (return on investment) for our clients, throughout the lifecycleTrusted partnership for the customer on product functionality and customer success analyticsDesigned UI for end user registrationConfigure payment funnel pathwayEstablished and maintain site related domain

Provides regular, data-driven 1:1 coaching sessions with remote-based agents and team leads to provide feedback, identify areas for improvement, and develop action plansFosters strategic improvement of processes and available training by identifying opportunities for improvement, developing and implementing new processes, and evaluating the effectiveness of training programsUtilizes Salesforce to pull and work Tier 1, 2, and 3 level tickets, while engaging platform members with status updates to ensure that issues are resolved in a timely manner ensuring platform members receive ticket updatesIdentifies user and product related bugs to submit via Jira for fix or escalate to engineering team for further investigation to ensure that bugs are fixed in a timely manner and that the product is of the highest qualityCollaborates with people leaders developing OKRs for future quarters cultivating robust action plans to ensure that the team is aligned on its goals and that there is a plan in place to achieve themPerforms quality assessments of direct report task performance to identify areas for improvement and provide feedback to help direct reports develop their skills and improve their performanceMobilizes career and growth planning for direct reports by providing guidance and support to help them develop their career goals and identify opportunities for growthPartners with cross-functional teams to resolve product and service limitations for impromptu fix to ensure that issues are resolved in a timely manner and that the product and service are of the highest qualityModerates content submitted by users on Tier 1, Tier 2, and Tier 3 level to ensure that content is compliant with company policies and guidelines

Plano, Texas, United States

Leadership for a remote team of 20+ agents and 2 Team Leads tasked in supporting members facing software/hardware related challenges in a start-up environmentEffectively communicated roles and responsibilities, organizational changes, and performance expectations to my teamMonitored multi-channel communications to ensure quality alignment between leadership and front-line support Increased team knowledge by 20% through the use of SOP-related gamesCollaborated with appropriate leadership and teams with use of Confluence for workflow adoption of business targetsParticipated in recruiting, interviewing, and selecting new hire candidates, as well as talent retentionReview QA evaluations, along with live monitoring via Talkdesk to provide coaching feedback to team members. Remain calibrated with the quality assurance team and other leadersPerformed queue management via such as Calabrio to manage front-line coverage and targeted Service Level Agreement (SLA) goals are metUtilizing tools such as Zendesk, Looker and Tableau to pull reporting and channel assignmentsHeaded department Work From Home policy and procedure to better align with attendance policy to reduce unnecessary time away from dutiesUnified the use of best practices by building out playbook which was disperse via Google Suite platform for adoptionDeveloped strategic processes for continuous performance improvement by creating a Power BI dashboard for attendance tracking and feedback

Guided the performance development of a remote team of up to 20+ advisors in aim to meet and exceed key performance indicators (KPI) such as CSAT, NPS and AHT goalsManaged the performance and development of front-line advisors through regular 1:1 feedback sessions, team meetings, small workshops, and expectations settingExamined performance and compliance trends with the use of data-driven reporting to maximize the ever-changing business model with use of root cause analysisAnalyzed front-line coverage to assist supporting the customer base in a cross-functional environment serving in both tier 1 and tier 2 capacityInvestigated SaaS related issues to map trends to be screened and dispatched to the engineering team by submitting through internal ticketing system, owning issue from start to finish Collaborated with fellow and leadership to implement future tool development, process improvement and deploymentCollaborated with Training to audit learning materials and perform assessments to impact leadership and front-line development, improving adoption by minimum of 20%Coordinated leave of absence for team in step with Human Resources to reduce leave pain points faced with the third party leave providerHosting Town Hall events to bring status updates to organization, while working with VP, Director and Business Partners levels to build out content and format of org engagement

Dallas/Fort Worth Area

Guided the day-to-day operations of a team of 15 - 21 agents providing technical assistance to Sprint customers in a hardware and SaaS environmentExperience in full-cycle project management, call tracking, and ensuring agent required metrics met by 85%Experience in analyzing and evaluating agent productivity for possible knowledge and tool gapsExperience in reviewing reporting for agent development, tracking schedule adherence, and providing resolution related information to upper managementServed as escalation point for customer inquiries and concerns, owning issue from start to finish, while handing off to appropriate partners when applicablePartner with other departments for process development and implementationProvide direction and oversight for employee performance, corrective action, and evaluationsManage documentation of customer inquiries and resolutionsProvide leadership and oversight for utilization of financial resources towards customer satisfaction and coverage needsActed as front-line SME (2 years), supporting front-line agents addressing consumer and enterprise customers’ technical, billing and coverage concerns

Dallas/Fort Worth Area

Order activation management and flow resolution with the use of various web-based applications and AS/400 mainframe, xml modification, system re-configurations and required departmental parties notifications via email, telephone, GUI, and instant message methods to manage VoIP, internet, and television order falloutDeveloped error resolution methods and policies for implementation department wideSupplied support to technicians in the field, and coordinated with required entities for problem resolutionPrepared and presented reports for upper-managementActed in the Subject Matter Expert (SME) capacity for various areas of troubleshooting, as well as testing methods

Dallas/Fort Worth Area

Inbound calls and process inquiries for THR physician referral and service informationHandled inquiries for family and community class information and registration for THR hospitalsInquiries by phone call, fax, email, or from the THR web-siteUtilized staffing and forecasting tools and methods for coverageDeveloped and managed database for order entry and supply trackingCollaborated with education coordinators to ensure online database registration and accessibility for end-userUtilized enrollment system for physician referrals and service informationTracked information in database for receipt of payments and processing of credit card transactionsPrepared deposit sheets for finance

Dallas/Fort Worth Area

Maintained the operational status of the Application Service Provider (ASP) systems, monitored and troubleshoot problems at the operations center for our T3's, T1 and 56K customers, routers, servers, and all avenues of DSL issuesDiagnosed and initiated research to resolve customer issues in a timely mannerSales of various products, account maintenance, and product educationRan reports and training implementation for agentsTrained sales force on quality, knowledge of product information and sales techniquesAccount maintenance and product education for end-userServed as the liaison between the IT Department and Account Team in order to ensure database integrity, security and availabilityServed as the data analyst fulfilling programming and reporting needs for our clientTroubleshoot database problems and consulted with the development team regarding database issues as well as assisted in the preparation of client project plans and schedules

Dallas/Fort Worth Area

Constructed circuit pathways for the use of internet services and modified current servicesActed as liaison between Internet Operations and IT SupportAssisted IT support with program and software based issues faced by end usersWindows 2000 desktop, Windows NT4/2000 server (administration, installation and configuration), administration of LAN users (add/change/delete, rights, security and system groups), and remote access services