Summary
Overview
Work History
Education
Skills
Referrals
Technical Summary
CustomerServiceRepresentative
David Geiger

David Geiger

Mesa,AZ

Summary

Experienced customer service professional with a resourceful and creative approach to problem-solving and troubleshooting. Skilled in effective solution determination and objective setting for timely delivery. Strong and flexible communication abilities for effective interaction at all levels of the organization. Multitask-oriented and adaptive individual dedicated to continuous skill upgrading.

Overview

22
22
years of professional experience

Work History

Manager Contact Center

AXS Tickets
10.2021 - 07.2024
  • Directly managed three assistant managers for two different departments (The inbound phone team and the help desk team)
  • Total headcount under my management tree was 52 employees (3 exempt and 48 hourly)
  • Worked in conjunction with our workforce analyst to identify staffing needs to deliver on our organization’s key performance indicators
  • Planned goals with my assistant managers to ensure growth and change organization
  • Collaborated directly with clients we service to ensure the contact center was informed of their needs and to improve business to business relations for our NPS score
  • Under my management AXS gained the highest NPS score for the contact center portion in its history
  • In our industry was able to maintain the highest BBB and Trustpilot scores
  • Directly oversees all input leading to termination, compensation, and promotion decisions
  • Provided interviews and hiring decisions for new applicants
  • Created programs to promote KPI initiatives with frontline employees to drive results
  • Worked closely with other departments across our organization to optimize communication and understanding of products, client expectations, and trends in our business
  • Conducted leadership training to all exempt employees and to a few non-exempt employees

Co-owner/operator

Val’s Mobile Grooming Service
03.2014 - 02.2020
  • I assisted my wife Valerie Fields with creating, growing, and cultivating our mobile dog grooming business
  • I was responsible for website design, marketing, customer relations, and appointment setting
  • We started with one customer and grew to over a thousand clients within the valley

Supervisor Customer Experience

Waste Management
03.2007 - 03.2014
  • I manage the daily operations of a call center that receives calls from four states (California, Arizona, New Mexico, and Colorado)
  • I develop, implement, and maintain processes to maintain an exceptional delivery of customer service
  • I promote company directives proactively to engage customers and employees
  • Provided daily supervision for 20 or more direct employees to ensure all customer service goals are utilized
  • Directs the customer service team toward achievement of operational goals
  • Designs work schedules to ensure all service levels are met daily
  • Directly and indirectly ensure all coaching, training, and evaluations are delivered
  • Directly oversees all input leading to termination, compensation, and promotion decisions
  • Provides interviews and hiring decisions for new applicants
  • Compiles and analyzes reports to ensure all operational metrics are achieved
  • Continuously ensures that my employee's behaviors exhibit the behaviors needed to drive excellent customer service
  • I develop innovative ways to conduct business with our customers that save time and improve efficiency

Assistant to the Safety Manager

Ventura Foods
01.2006 - 06.2006
  • My duties included: Documenting any unsafe machinery, locking, and tagging out machinery that was unsafe
  • My focus was to create an actual Lockout/ Tag out guide for over 600 machines which was accomplished

Tire Department Supervisor

Sam’s Club
08.2002 - 06.2005
  • My duties included: scheduling, hiring, inventory control, ordering, tire installation, cashiering, marketing, stocking, warehouse duties, sales, expense control, safety awareness, and training

Education

High School Diploma -

Buena Vista High School
Corona, CA

AAS Business -

Columbia Southern University
Orange Beach, AL

Skills

  • MS Office Suite
  • Google suite
  • PeopleSoft
  • Genesys
  • Avaya
  • West (JADE)
  • Siebel
  • Five9

Referrals

Referrals upon Request

Technical Summary

MS Word, MS Excel, MS PowerPoint, MS Outlook, PeopleSoft, MS Windows 2000, MS Windows XP, MS Windows Vista, Genesys, Avaya, West (JADE), Siebel, Five9

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David Geiger