David Ickes
Germantown,OH
Summary
Dynamic customer support leader with over 10 years of experience in the financial, logistics, and retail sectors. Expertise in leveraging CRM systems to optimize support processes and significantly improve response times. Proven track record in team training, process implementation, and operational optimization, utilizing technical proficiency to drive enhanced company performance. Committed to fostering a customer-centric culture that prioritizes satisfaction and efficiency.
Overview
12
12
years of professional experience
Work History
Customer Service Call Center Supervisor
Fifth Third Bank
09.2023 - Current
- Supervise daily banking operations, trained and coach Help Desk Level 1 support agents, ensuring consistent quality service delivery.
- Collaborate with upper management to implement process improvements that enhanced efficiency by about 10%, streamlining operations.
- Track and report performance metrics including; call volume, quality assurance, and client satisfaction to drive actionable insights for continuous improvement.
- Leveraged CRM tools to streamline customer interactions and track support tickets, improving response tracking efficiency.
Help Desk Customer Service - Level 1
Fifth Third Bank
01.2020 - 09.2023
- Performed self-motivated frontline technical support for B2B and B2C providing efficient research and resolution of escalated tickets in CRM platform, live chat, phone, and email using excellent communications skills, both verbal and written.
- Worked effectively in fast-paced high volume environment assisting customers, businesses and clients in troubleshooting ATMs, Cash Recyclers, Deposit Safes, and Cash In Transit issues, driving improved resolution rates.
- Developed core customer and client service skills that facilitated a promotion to Supervisor by efficiently handling complex support cases.
- Utilized CRM systems to systematically record, analyze, and resolve escalated support tickets, leading to enhanced troubleshooting efficiency.
Customer Solutions Specialist Supervisor
Everything But The House
07.2016 - 12.2019
- Responsible for talent acquisition, onboarding, training, and mentoring new team members, fostering knowledge transfer and skill development.
- Managed nationwide problem-solving for customers, clients, and internal project managers, resolving issues promptly to support customer and client retention.
- Improved operations by updating contracts, inventory, and logistics solutions, contributing to enhanced process efficiency.
- Contributed to developing scalable internal processes during HQ launch, boosting operational capacity by roughly 15%.
- Facilitated coordination between operational teams to optimize logistics and enhance support resolution.
- Analyzed customer needs to provide tailored solutions, enhancing client satisfaction and loyalty.
Photo Studio Assistant Manager
Amazon
07.2014 - 06.2016
- Developed and implemented targeted recruitment strategies to attract top talent across diverse business units.
- Collaborated with hiring managers to identify staffing needs and define job descriptions for optimal role alignment.
- Supervised photo studio operations, ensuring efficiency and adherence to quality standards.
- Supported inter-department communication and aligned national project deadlines, improving cross-team efficiency by roughly 10%
- Oversaw Excel-based tracking systems and coordinated sales readiness, ensuring timely performance data analysis.
HR/Payroll Assistant
LA Fitness
12.2013 - 07.2014
- Facilitated onboarding processes for new hires, ensuring smooth transitions and integration into company culture.
- Developed and implemented training programs to enhance employee engagement and retention during onboarding.
- Supported HR with payroll, time tracking, and employee onboarding.
- Managed internal communications, resolved escalate employee inquiries and concerns
- Assisted with employee benefit enrollment.
Education
Associates - Studies in Business Communications
University of Miami
Hamilton, OH05-2015
High School Diploma -
Lakota West High School
West Chester, OH05-2013
Skills
- Customer Service & Operations
- Escalation Handling
- Team Leadership
- Workforce planning
- Live chat/email/call Inquire Resolution
- Call Monitoring
- CRM Software Expertise
- Advanced Verbal and Written Communication
- Complaint Resolution
- Service Quality Assurance
- Process Improvements/Implementation
- Active Listening
- Multitasking and Organization
Timeline
Customer Service Call Center Supervisor
Fifth Third Bank
09.2023 - Current
Help Desk Customer Service - Level 1
Fifth Third Bank
01.2020 - 09.2023
Customer Solutions Specialist Supervisor
Everything But The House
07.2016 - 12.2019
Photo Studio Assistant Manager
Amazon
07.2014 - 06.2016
HR/Payroll Assistant
LA Fitness
12.2013 - 07.2014
Associates - Studies in Business Communications
University of Miami
High School Diploma -
Lakota West High School