David Keays

Customer Manager offering 10+ year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.

• Training the Trainer - Management training program
• Managing Emotions Under Pressure - Internal and external 'in-check' emotions
• Dealing with Difficult People - Handling irate and dissatisfied customers

• 08/15/2011, Present, STRATEGIC HEALTHCARE PROGRAMS, Santa Barbara, CA, Senior Customer Account Manager, Directly responsible for key high profile clients nationally. Initiate and lead conversations to maximize engagement of SHP services., Evaluate and maintaining high client interest with continuous check-in's via self-developed systems., Provide exemplary customer service., Exceeded client retention rates of 98% via effective communication. Managing each client's SHP experience and lifecycle on a daily basis., Proactively engaging clients, discussing product attitudes and showcasing new or previously unexplored features., Supporting service group as a Hiring Admin. Accountable for potential candidate selection and leading 1st level interviews.
• 04/13/2009, 01/21/2011, Z57 INTERNET SOLUTIONS, San Diego, CA, Customer Service Manager, Direct manager of inbound service organization, managing a team of 35+ full time customer service representatives., Responsible for all department performance indicators., Standardized company SLO and KPI's. Developed procedures to improve answer service factor from 75% to 98% within first 90 days., Decreased average handle times 50% while increasing client satisfaction surveys to an average 91% perfect rating via effective training systems and weekly group discussions. Met with each team member privately on bi-weekly basis., Improved annual client retention 20% overall. Achieved company best 47% retention rate based on client cancellation requests in a given quarter, retaining $425,000., Hired and coached all members of service team and service management team.
• 09/10/2007, 02/09/2009, THE TERRITORY AHEAD, Santa Barbara, CA, Training & Quality Assurance Manager, Responsible for all training and quality assurance activity within call center of 60 sales and service representatives., Designed and implemented all new-hire/ongoing educational courses., Managed a team of 4 who supported department goals and objectives., Developed new quality assessment criteria for more accurate readings of sales & customer service compliance through means of objective and subjective call evaluations., Sparked development of successful upsell & cross-sell opportunities during inbound sales & customer service calls., Decreased employee attrition 30% while handling all hiring aspects, including seasonal expansion of an additional 45 part-time sales representatives., Increased communications of all 5 call centers during key business decisions and future planning initiatives.
• 09/01/2005, 09/07/2007, CONSUMER LOYALTY GROUP, Goleta, CA, Lead Trainer/Manager, Managed training staff for national and international centers, with responsibility of 45+ customer service representatives per operation., Divided time between each contact center 50/50 split per year., Managed customer service training, raising compliance scores from 45% to 90% while shortening call times and decreasing employee attrition 15%., Organized and managed execution of all new-hire training and daily coaching actions., Drafted all procedural documentation, education manuals, scripting, class presentations, counseling, and product briefings., Projected future training goals and objectives.

• Training the Trainer - Management training program
• Managing Emotions Under Pressure - Internal and external 'in-check' emotions
• Dealing with Difficult People - Handling dissatisfied customers