Summary
Overview
Work History
Education
Skills
Websites
Additional Information
Timeline
Generic

DANIELLE DAVID

Reno,Nevada

Summary

Dynamic Enterprise Customer Success Manager with a proven track record at Arcoro Group, excelling in client advocacy and relationship management. Expert in telecom operations, I drive process improvements that enhance efficiency and boost customer satisfaction. Adept at cross-functional collaboration, I lead teams to achieve strategic goals and foster lasting client partnerships.

Overview

36
36
years of professional experience

Work History

Enterprise Customer Success Manager

Arcoro Group / ExakTime
12.2021 - Current
  • Enterprise Advocacy: Act as the primary liaison for enterprise clients, coordinating timely issue resolution and securing consistently high satisfaction ratings.
  • Client Engagement: Conduct regular calls to deliver personalized service, address concerns, and gather client feedback.
  • QBRs & Growth Planning: Lead quarterly business reviews to identify growth opportunities and align strategic solutions.
  • Cross-Functional Collaboration: Partner with Sales, Implementation, and Product teams to optimize onboarding, drive product enhancements, and improve client retention.

Sr. Manager, Service Delivery Support / Sr. Client Services Specialist

Vonage Business
10.2012 - 11.2020
  • Oversaw local number portability (LNP) operations, ensuring efficient porting of numbers, managing add/move/change requests, and addressing escalations.
  • Led a team of Service Delivery Specialists, streamlining processes to improve resolution times and maintain high customer satisfaction.
  • Collaborated with Sales, Operations, and Support to coordinate service orders from initiation to completion, minimizing errors and delays.

Service Delivery Specialist

Telesphere Networks, LTD
10.2012 - 10.2012
  • Company Overview: Acquired by Vonage
  • Provided internal and external customer support, processed carrier disconnects and ensured billing accuracy.
  • Managed telecom changes (e.g., CNAM updates, directory listings, DID orders), contributing to a smooth acquisition transition.
  • Acquired by Vonage

Operations Specialist / Project Coordinator

Mitel NetSolutions
01.2005 - 01.2012
  • Processed and tracked carrier disconnects, suspends, and renewals, ensuring accurate billing.
  • Served as a liaison between sales, billing, and technical teams, expediting project timelines.
  • Maintained detailed documentation to support data-driven decisions across departments.

Director of Operations

Eschelon Telecom
01.1997 - 01.2005
  • Centralized operations nationwide to improve efficiency and communication, relocating the department to Minneapolis.
  • Hired, trained, and led the operations staff, achieving a 90% customer and sales approval rating.
  • Oversaw service orders from sales to completion, reducing errors and delays.
  • Cut voluntary attrition within the first two years, boosting customer loyalty and retention.

Customer Service Manager

McCaw Cellular Communications
06.1989 - 11.1994
  • Built a high-performing customer service team, reducing product returns from 6% to 2.5% and decreasing bad debt by 10%.
  • Implemented new processes that saved over $20K annually and improved credit policies to enhance retention.
  • Oversaw accounts payable and restructured procedures to support overall customer satisfaction goals.

Education

Business Management -

Truckee Meadows Community College
01.1985

Sparks High School
01.1983

Skills

  • Telecom operations and service delivery
  • HR software expertise
  • Client advocacy and relationship management
  • Team building and leadership
  • Billing accuracy and management
  • Process improvement and efficiency
  • Cross-functional collaboration
  • Project coordination and implementation
  • Strategic planning and execution

Additional Information

Available to travel and/or relocate, Proficient in various telecom platforms, CRM systems, and productivity software (details upon request), References available upon request

Timeline

Enterprise Customer Success Manager

Arcoro Group / ExakTime
12.2021 - Current

Sr. Manager, Service Delivery Support / Sr. Client Services Specialist

Vonage Business
10.2012 - 11.2020

Service Delivery Specialist

Telesphere Networks, LTD
10.2012 - 10.2012

Operations Specialist / Project Coordinator

Mitel NetSolutions
01.2005 - 01.2012

Director of Operations

Eschelon Telecom
01.1997 - 01.2005

Customer Service Manager

McCaw Cellular Communications
06.1989 - 11.1994

Business Management -

Truckee Meadows Community College

Sparks High School

Similar Profiles

CREATE PROFILE