DAVID POAG
NASHVILLE,TN
Summary
Results-oriented and highly experienced professional with over 20 years of leadership in management and call center operations, seeking the Manager for US Operations Customer Experience role at Amazon. Proven track record of driving customer-centric initiatives with the ability to solve complex problems with ingenuity and simplicity. Adept at leveraging extensive experience in managing cross-functional teams and delivering exceptional results in fast-paced environments. Demonstrate expertise in driving the expansion and management of strategic roadmaps and implementing unique and innovative customer solutions. A strong bias toward data-driven decision-making, with the ability to define areas of focus/opportunity through comprehensive analysis, leading to effective and well-documented business cases.Over 20 years of experience in team management, cross-functional project delivery, and program management. Proven ability to build collaborative relationships across diverse teams, influencing without authority to achieve common goals.Committed to relentlessly advocating for customers and eliminating defects that impact their experience. Proactively identify and resolve issues affecting customer experience, ensuring the team meets strategic, product, and technical goals.
Overview
25
25
years of professional experience
Work History
Financial Center Manager
Fifth Third Bank
05.2023 - Current
- Collaborated with internal business partners to deliver cohesive banking experience to customers.
- Implemented policies to improve efficiency and team performance.
- Tracked metrics such revenue growth and customer experience to stay up to date on operations.
- Built and lead high-performance team focused on achieving sales and service goals.
- Recruited and hired talent for operations and service delivery and managed branch offices by mentoring and cross-training new leadership as part of succession planning.
- Created and managed financial models to evaluate corporate investments and acquisitions.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
Customer Success Manager
T-Mobile
04.2012 - 09.2022
- Managed and developed a team of 50 managers, team leads, associates, both domestically and internationally, spanning customer support and payment fraud departments
- Led and collaborated with cross-functional departments to develop and implement business process improvements to exceed assigned metrics
- Researched competitor trends, satisfaction surveys, and delinquent accounts to identify potential cancellations
- Implemented a framework of strategic goals, objectives, and KPIs to ensure high operational standards and drive team performance
- Developed goals and effectively managed team performance, resulting in 120% overall revenue increase
- Analyze data and deployed performance tactics to increase month-over-month revenue by 40%
- Designed and introduced performance strategy to improve P&L by 140% in 6 months
- Encouraged professional and leadership development activities through team building, leadership and interpersonal skills, promoting 5 employees into management roles in 1 year
- Spearheaded the long-term development of both functions, including technology enablement, hiring strategies, and process efficiency enhancements 75% promotion success rate
- Collaborating with customer engagement, business support, and cross-functional teams to improve first call resolution by 5%; enhance accessory value-added services, new line up-selling, and product orders revenue by $2,500; and improve staffing hours by 20% by analyzing customer call patterns and consulting with experts on work-life balance to adjust shift and break schedules
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures
- Responsible for analyzing daily statistics to implement process improvements
- Controlled daily business operations by devising and deploying short and long-range best practices to grow profitability and accomplish objectives
- Evaluated employee performance monthly basis and coached and trained 50 team members, increasing the quality of work and employee motivation
- Leveraged continuous improvement expertise to establish best-in-class finance standards
- Set, enforced, and optimized internal policies to maintain responsiveness to demands
- Assisted customers with onboarding and product setup to foster successful adoption and usage
- Created customer support strategies to increase customer retention.
Coach / Supervisor
T-Mobile
08.2005 - 04.2012
- Lead, supervised, and coached a team of employees by applying an excellent and detail-oriented leadership example
- Supported the customer journey by ensuring customer needs were met or exceeded
- Achieved Top 50 ranking out of 400+ Supervisors in the nation 6 out of 12 months
- Consistently motivated and coached team to achieve or surpass key performance indicators (KPIs) and implemented a one-on-one coaching structure to strengthen under-performing Customer Service Representatives' skillset and performance
- Led efforts to continuously refine user support and fraud prevention processes, providing comprehensive training and mentorship to staff
- Created weekly one-on-one coaching structure by providing effective feedback and reduced total low performing team members by 60%
- Examined detractor feedback, identified root cause, and implemented a systematic behavioral flow for account management to increase customer satisfaction by 14%
- Stayed abreast of industry trends in fraud prevention and user support, providing analysis and recommending process adjustments as needed
- Trained and developed talent and internal candidates, resulting in 10+ promotions to leadership roles in 18 months by providing feedback and continuous coaching
- Devised processes to boost long-term business success and increase profit levels
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Customer Experience Manager
YMCA Of Greater Tennessee
02.1999 - 05.2009
- Devised processes to boost long-term business success and increase profit levels
- Implemented strategic planning to shape organizational culture, optimize procedures for higher efficiency and company growth
- Regularly reported on performance metrics and analytics to executive leadership, offering insights for informed decision-making
- Addressed escalated user support inquiries, complaints, and fraud-related concerns with a solutions-oriented approach
- Handled daily and monthly accounting and account reconciliations
- Used critical thinking to handle conflict resolution
- Established positive and effective decision-making among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Tasked to manage Monthly and daily analysis of customer relations inquiries and resolve all issues and concerns
- Introduced new methods, practices, and systems to reduce turnaround time in a fast-paced customer-facing environment
- Analyzed and reported key performance metrics to senior management.
Education
Bachelor of Science - Accounting
Tennessee State University
Nashville, TN05.2002
Skills
- Skills
- Customer Advocacy
- Client Service Optimization
- Qualitative Research / Marketing Research
- Cost Savings
- Statistical Analysis
- MS Office Expertise
- Salesforce
- Verbal and Written Communication
- Customer Experience mapping
- SAAS
- Customer Account Management
- Workflow Innovation
- Developing Relationships
- General Ledger System
- IVR/Interactive Voice Response systems
- CRM
- Product Enhancement
- Transfer Processes
- Customer Service
- Expert in NPS
- Project Management
- Digital media
- Communication Skills
- Improvement Initiatives
- Negotiation Skills
- Customer journey mapping
- Customer Retention
- Workflows
- Team Development
- Sales Initiatives
- Talent Recruitment
- Team Coaching
Timeline
Financial Center Manager
Fifth Third Bank
05.2023 - Current
Customer Success Manager
T-Mobile
04.2012 - 09.2022
Coach / Supervisor
T-Mobile
08.2005 - 04.2012
Customer Experience Manager
YMCA Of Greater Tennessee
02.1999 - 05.2009
Bachelor of Science - Accounting
Tennessee State University