William Davis Email & Phone Number

Atlanta, Georgia, US

Menlo Park, CA, US

• Responsible for managing West Coast operations including a team of ten Operations Success Representatives (OSR) and two OSR Team Leads, meeting consumer and retailer service level agreements, and ensuring a consistent.
• Worked with C-level leadership to define and develop role, and served as company’s first Operations Manager.
• Spearheaded efforts to maximize efficiencies while complying with California Title 16 regulations, resulting in cutting cost per delivery by nearly 50%.
• Developed customer service model for operations, including an escalation framework and root cause analysis, ensuring 98% on-time delivery service with minimal deviations.
• Designed ground-breaking Key Performance Indicator (KPI) scorecard and created continuous improvement process for operations representatives, resulting in an improvement to call center abandonment rate by 30%
• Hired, on-boarded, trained each OSR and OSR Team Lead to ensure focus on customer service, driver safety and engagement, and network efficiency.

Menlo Park, CA, US

• Acted as primary point of contact for escalated issues and ensured that operations supported a positive consumer and retailer experience.
• Worked with C-level leadership to define and create role, and served as Deliv’s first Operations Success Representative Team Lead.
• Responsible for monitoring 75% of West Coast operations (approximately 400 deliveries each day), including support to drivers, retailers, and consumers.
• Acted as the primary escalation contact for operations, product, and account management and performed root cause analysis on any escalated issues, including after-action reviews.
• Trained, supervised, and deployed OSR team members to ensure a consistent customer experience and improve the customer journey.
• Managed the OSR team schedule and daily work assignments to ensure effective coverage across all markets and alignment to Deliv’s strategic goals.

Menlo Park, CA, US

• Provided exceptional crowd-sourced, same day delivery service and customer support for omni-channel, e-commerce and small and medium businesses in established markets.
• Utilized Deliv's routing algorithm to route batches of orders to drivers maintained situational awareness of their delivery performance, and sustained a high level of service across multiple districts.
• Developed Standard Operating Procedures for communications with drivers to meet Deliv’s delivery promise and retailer and consumer expectations.
• Received, triaged and responded to phone calls, emails, texts, and live chats from drivers, retailers and consumers, to resolve issues and provide and the best possible customer, consumer, and driver experience.

Vienna, VA, US

• Provided acquisition and program management support to the National Oceanic and Atmospheric Administration (NOAA) to establish enterprise-wide Information Technology (IT) solutions.
• Processed IT requirements for sub-organizations to identify opportunities to align IT investments.
• Served as the point of contact for all customer questions related to NOAALink guidelines,policies, and procedures.

Bachelor Of Arts (B.A.), History

Education record