Rick Dunn

• Leads a high-performing customer support organization of 40 employees, consistently exceeding industry benchmarks in customer satisfaction & issue resolution greater than 90% and Net Promoter Score (NPS), often exceeding 50%.
• Implements data-driven methodologies (e.g., surveys, customer journey analytics) to drive customer and brand strategies and reduce churn.
• Manages the department P&L, driving a 30% expense reduction through operational streamlining while maintaining profitability.
• A People & Culture Lead, who fosters an inclusive and engaging company culture by driving initiatives that improve employee morale and engagement.
• Demonstrates strong leadership presence and influential communication skills, effectively conveying complex information to senior leaders and influencing key decisions through data-driven insights and compelling narratives.
• Directs the development and implementation of customized training programs for clients, while optimizing the training system to address evolving needs, close gaps, and maintain high-quality standards.

• Developed a high-performing team by providing mentorship, guidance, and opportunities for professional growth, resulting in a 20% increase in client satisfaction.

• Enhanced team collaboration through regular communication, goal setting, and performance evaluations, leading to improved team productivity and morale.

• Spearheaded the development of an LMS, ensuring effective knowledge transfer through high-quality learning materials, contributing to a consistent brand voice across all channels.

• Optimized email marketing campaigns for existing customers to increase engagement and drive conversions.

• Masterminded national campaigns, contributing to the $25M Base Marketing Challenge, by leveraging data-driven strategies and cross-functional collaboration.

• Conceived and executed plan migration efforts, achieving a 99% lift in accretive plan migrations by targeting offers and value-added services to existing customers.

• Created customer journeys for marketing campaigns, reducing churn by 4%, by analyzing key metrics and presenting value propositions to executive levels.

• Originated and incorporated project plans and processes according to company strategy, resulting in millions of dollars in revenue savings.

• Engaged colleagues from other departments to create and implement national initiatives, enhancing cross-functional collaboration and efficiency.

• Created and implemented process documentation for distribution to thousands of Sprint employees, improving operational consistency and knowledge transfer.