Summary
Overview
Work History
Education
Skills
Timeline
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David Dummer

David Dummer

San Francisco,CA

Summary

Over 25 years of experience as a Customer Service Manager in Technical Support, Customer Service, and Customer Service Management across diverse industries such as Digital Health, Video Game, Credit, Telecommunications, Mortgage, and Manufacturing. Adept in the Mobile App and App Industry. Proven track record of delivering exceptional customer support while consistently exceeding performance metrics at a minimal cost. Implements a unique approach based on process management and collaborative work with engineering teams. Skilled in leading, training, and coordinating international teams in Ireland, El Salvador, Guatemala, Manila, and India.

Overview

25
25
years of professional experience

Work History

Customer Support Manager

Pivot
06.2019 - 05.2024
  • Created all customer support processes for Pivot Breath, and Pivot Flex products
  • Maintained a 98% Customer Satisfaction Score with an average time to resolve an issue under 24 hours
  • Focused on cost reduction by identifying areas of customer concern and working with the engineering team to resolve issues before they impacted customers
  • Consulted with engineering to create a suite of tools that allowed support agents to resolve common issues without using engineering resources
  • Coordinated with the hardware team to keep the documentation and support processes up to date; Wrote and maintained all training materials
  • Wrote, and maintained knowledge bases for both Pivot Breath and Pivot Flex
  • Hired and trained support agents
  • Worked remotely after April 2020.

Customer Service Representative

Patreon
12.2018 - 05.2019
  • Customer support for Patreon's community of content creators and their patrons.

Customer Support Manager

Cointopia
03.2018 - 10.2018
  • Managed all aspects of Customer Service including set up of Zen Desk as the CS Ticketing System
  • Supported Customers looking to purchase Crypto Currency by helping them through the KYC and Accreditation Processes; Helped seed the Cointopia Marketplace by reaching out to vendors and helping them signup.

Customer Service Coordinator

Helpshift
02.2017 - 02.2018
  • Worked remotely during the graveyard shift to support global customers and the engineering team located in India
  • Drove bug resolution through engineering and helped with bug prioritization to ensure critical issues were addressed first.

Sr Support Engineer

App Annie
03.2014 - 10.2016
  • Responsible for all of App Annie's global support for their free Store Stats, Analytics, and Advertising Analytics products including all reporting, training, and content management
  • Coordinated support with global support teams located in San Francisco, London, and Beijing
  • Drove bug resolution through daily engineering scrums and was responsible for bug prioritization to ensure critical issues were addressed first; worked with engineering to create new support tools to allow Support to resolve issues that previously required escalation
  • Analyzed incoming tickets to understand what was driving customer contacts and worked with product teams on product improvements to reduce the number of customer contacts.

Customer Support Division Manager

Zynga Inc.
11.2009 - 01.2014
  • Initially employed in November 2009 as a CS Agent answering tickets
  • Promoted to CS Game Lead in February 2010 and worked on Cafe World, CastleVille, FrontierVille/Pioneer Trail, and Adventure World with as many as 6 million daily active users to support
  • Had the highest customer satisfaction ratings for 9 consecutive quarters
  • I won the peer-nominated MVP award 7 consecutive quarters until the award was discontinued
  • Promoted to Manager in February 2012
  • Managed up to five direct reports and 600 Customer Support agents at locations around the globe including the U.S., Ireland, El Salvador, Guatemala, Manila, and India
  • Asked to assist other managers in raising the satisfaction ratings for their games, and helped both FarmVille and CityVille (Zynga's flagship games) reach their satisfaction OKRs
  • Helped both FrontierVille and CastleVille reduce their overall CS costs by up to 40% through bug fixes and ticket deflection.

Customer Support Analyst

Visa Inc.
08.2008 - 08.2009
  • Provided daily support for the Niku/Clarity Time tracking system for project management including answering user queries on system use and access, setting up new users, granting user access to projects, setting up new projects and creating weekly and monthly time tracking reports.

Customer Service Representative

E-LOAN, Inc.
07.2006 - 01.2008
  • Responsible for Outbound calls placed to customers who submitted a mortgage application via the www.eloan.com website. This included verifying the customer information to insure it was correct, and introducing them to their Loan Consultant who would help them through the rest of the loan process.
  • Provided training to new team members and demonstrations to prospective clients and partners.

Lead IT, ECM Analyst

Siemens Information and Communications Networks
12.2000 - 09.2003
  • Responsible for the daily support and maintenance of a web publishing system that published all intranet pages for Siemens Enterprise Networks, a division of Siemens Information and Communications Networks. System was Siemens developed using Microsoft Access. It replaced 18 people and 26 document management systems previously used to publish intranet pages.
  • Implemented Livelink with the e-publisher content management module from Opentext application. All intranet sites were moved into the Siemens tool. Led a team of 15 power users publishing 1000+ pages with conformity to Siemens transnational standards and ICN local standards.
  • Primary responsibility was the publication, and implementation of web pages organized into web sites and information views (collections of related sites). This was done in conjunction with process, quality and knowledge management initiatives designed to provide information to a workforce of 6000 mobile workers based in their homes.

Lead Technical Support

E-Letter.com
10.1999 - 10.2000
  • Provide second level technical support to customer support agents on the rendering of mailings into graphics. Provide resolution of problems in processing customer orders which required addressing programming issues in the e-letter custom tool, customer issues with uploading files, and technology interface issues between customer systems and e-letter. Experience with Adobe Acrobat, Photoshop and other proprietary software.

Education

General Education courses on track to Bachelor's Degree in Communications -

DeAnza College
01.2006

Systems Administration Degree Program -

Masters Institute
01.1999

Skills

  • Slack
  • Helpshift
  • HelpScout
  • Jira
  • ZenDesk
  • SlickText
  • Remedy
  • OpenText LiveLink
  • Niku/Clarity
  • MS Office
  • Google Suite
  • Training and coaching

Timeline

Customer Support Manager

Pivot
06.2019 - 05.2024

Customer Service Representative

Patreon
12.2018 - 05.2019

Customer Support Manager

Cointopia
03.2018 - 10.2018

Customer Service Coordinator

Helpshift
02.2017 - 02.2018

Sr Support Engineer

App Annie
03.2014 - 10.2016

Customer Support Division Manager

Zynga Inc.
11.2009 - 01.2014

Customer Support Analyst

Visa Inc.
08.2008 - 08.2009

Customer Service Representative

E-LOAN, Inc.
07.2006 - 01.2008

Lead IT, ECM Analyst

Siemens Information and Communications Networks
12.2000 - 09.2003

Lead Technical Support

E-Letter.com
10.1999 - 10.2000

General Education courses on track to Bachelor's Degree in Communications -

DeAnza College

Systems Administration Degree Program -

Masters Institute

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David Dummer