David A. Senecal
Fond du Lac,WI
Summary
Proven leader in customer experience at Mercury Marine, seeking to lead the CX Call Center as Senior Manager. Brings expertise in team development, process improvement, and strategic leadership, supported by Lean Six Sigma and Design Thinking certifications. Committed to driving consumer satisfaction and optimizing performance across the CX department.
Overview
23
23
years of professional experience
1
1
Certification
Work History
MerCruiser Consumer Support Team Lead
Mercury Marine
07.2013 - Current
- Interviewed and hired new employees to enhance team capabilities
- Developed agent goals and prepared performance reviews for continuous improvement
- Managed daily consumer call volumes alongside agent schedules to optimize operations
- Conducted staff meetings to align team objectives and address challenges
- Negotiated service solutions with consumers, OEMs, and dealers to improve satisfaction
- Achieved LSS certification in 2016, applying principles to enhance processes
- Ring Central testing and implementation
Diesel Consumer Support Specialist
Mercury Marine
03.2012 - 07.2013
- Coordinated the repair of Zeus boats globally
- Acted as a liaison between Mercury and Sea Ray to resolve consumer issues
- Managed the Zeus boat 'Hot List' to ensure complete consumer satisfaction
- Responded to MerCruiser consumer emails and phone calls to provide support
- Managed special projects as needed from Product Managers and Directors
- Managed case escalations (Sea Ray, Zeus, and Cummins)
Commercial and Residential Builder
Self-Employed
05.2011 - 03.2012
- General Contracting and Project Management
- Physically performed all phases of the construction process
- Managed budgets and the timeline of building completion with corporate Dollar General
Wisconsin State Licensed Hearing Instrument Specialist #1157-60
Advanced Hearing Care Beltone, LLC.
09.2009 - 05.2011
- Made outgoing calls to create and schedule sales and service opportunities
- Performed hearing screenings and recommend customized hearing instruments
- Troubleshot manufacturer defects in hearing instruments and resolve issues with patient
- Maintained detailed customer files and phone records
- Maintained contact with customer following office visit to ensure their satisfaction
Owner/Project Manager/General Contractor
South Shore Builders, LLC
09.2002 - 09.2009
- Managed and coordinated residential building projects
- Met with homeowners to review building proposals
- Provided workable solutions to change requests with homeowner and subcontractors
- Installed the framing, siding, and finish carpentry on the project
- Worked with subcontractors to ensure quality and completion dates
- Maintained excellent customer relations and satisfaction
- Budget management and computer invoicing
Education
Wisconsin State Licensed Hearing Instrument Specialist -
WI05.2011
L.P. Goodrich High School -
L.P. Goodrich High School
WI01.1996
Skills
- Customer service
- Project management
- Negotiation skills
- Leadership abilities
- Organizational expertise
- Attention to detail
- LSS Certified
- Design Thinking Certified
- ELEVATE Leadership program
Certification
Hearing Instrument Specialist, #1157-60, WI
References
Available upon request.
Timeline
MerCruiser Consumer Support Team Lead
Mercury Marine
07.2013 - Current
Diesel Consumer Support Specialist
Mercury Marine
03.2012 - 07.2013
Commercial and Residential Builder
Self-Employed
05.2011 - 03.2012
Wisconsin State Licensed Hearing Instrument Specialist #1157-60
Advanced Hearing Care Beltone, LLC.
09.2009 - 05.2011
Owner/Project Manager/General Contractor
South Shore Builders, LLC
09.2002 - 09.2009
Wisconsin State Licensed Hearing Instrument Specialist -
L.P. Goodrich High School -
L.P. Goodrich High School