I hate buzz words so I'll try to leave a lot of that out.
I'm dedicated to providing a positive experience for a brand's customers. I realize how important it is to be proactive and positive when dealing with customers. Not because it's my job but because it is the right thing to do. Customers invest their
I hate buzz words so I'll try to leave a lot of that out.
I'm dedicated to providing a positive experience for a brand's customers. I realize how important it is to be proactive and positive when dealing with customers. Not because it's my job but because it is the right thing to do. Customers invest their time and money with us and we owe it to them to help in any way that we can.
I also think that customer service should be looked at as a primary driver for future customers. We all know how much it sucks to have a bad experience with a company and everyone has a story to tell which influences their future buying decisions.
Finally, we speak with thousands of customers and sit on a gold mine of data. I know exactly what customers want, what they hate and why they feel how they do. I love to share that sort of data with other teams to help make our products and services better.
Below are the search terms that Linkedin thinks will get me found. What do you think:
Customer marketing, Customer service team, Call centers, Increased sales, Customer segmentation
VP, Customer Service Wink.com / Quirky.com @ At Quirky I launched a new contact center from the ground up to support our new Wink.com brand of home automation and connected products. We grew from an initial 12 staff to over a hundred in less than six months and supported customers 24/7/365 across phone, chat, email and in-person channels.
In addition to offering support I also built the Training and Quality departments, implemented Scheduling and Workforce Management tools as well as a comprehensive Voice of the Customer program.
I formed an internal "QA" feedback loop group at the call center who mine customer data for trending issues, research and validate those issues and interface directly with development to reduce the time it takes to address new issues.
I work directly with supported partner product companies to provide feedback on their products from customers. I interface with our network of installers to ensure that customers moving to a home automation system have a seamless experience merging hardware and software technology from multiple brands in to one system. From June 2014 to Present (1 year 7 months) Sr. Director, Customer Experience @ At Nikon I was responsible for all aspects of customer engagement with our brand. Highly cross-functional, my responsibilities generally fell in to five areas:
My CS team manages inside and outsourced contact center groups, with centers in the US, Caribbean and Brazil. We provide technical, customer relations, pre-sales and eCommerce support. We're the conduit for product feedback and to our Japanese HQ. Manage Voice of the Customer program to drive product improvement through user feedback.
Web Site Operations
I'm responsible for the strategy, design, functionality and implementation of Nikon's web presence in the Americas. Our primary site is nikonusa.com with associated sites in various languages for Canada, Mexico, Brazil and Latin America. Toolset includes Omniture for analytics and reporting, Autonomy/Interwoven MediaBin and Teamsite/Livesite for web content delivery.
I direct Nikon's B2C and B2B eCommerce offerings through the shop.nikonusa.com web site. Working with the Nikon sales team we create on-line sales projections and budgets, manage merchandising, inventory requirements and design of the web store as well as back-end system operations with various eCommerce platforms.
The Marketing Systems group manages IT aspects of Nikon's Customer Experience group. Primarily the Oracle/Right Now CRM system as well as tools such as Pervasive middleware and links to third-party systems such as SAP and IVR/ACD systems.
Nikon Professional Service Group
NPS is a unique, direct-to-customer, field support team catering to the professional market. This group provide on-site, pre- and post-sales support for Nikon pro products. We attend events where large groups of photographers will be (sporting events, news events, etc.) as well as calling directly on newspapers and photo studios. The NPS group presents training seminars, provides internal photo services and product testing. From September 2002 to June 2014 (11 years 10 months) Sales and Marketing Manager, New York @ I opened and managed the New York office of City Digital (A now defunct, St. Louis based, high-end digital photography consulting and sales company.)
We provided sales and training for all-things digital, focusing on installation and training of complete high-end digital photo studio systems from Phase One, Leaf, Sinar and Panoscan. Color Management, photo editing and workflow techniques were specialties. From 2000 to 2002 (2 years) Product and Support Manager @ Phase One is a Danish manufacturer of high-end digital camera backs.
I was involved in product development, market research, engineering liaison, developer relations and managing customer support for North America. It was a small company - we wore a lot of hats! From 1996 to 2000 (4 years) Photographer / Instructor @ I traveled around the world as a photographer for five years on an aircraft carrier, taking pictures of pretty much anything you can imagine.
For my last three years I worked as an instructor and curriculum developer for the first digital photography courses offered by the military. I was responsible for course design, equipment procurement and actual teaching. From 1988 to 1996 (8 years)
Farmingdale State University of New York From 1996 to 2000 City College of San Francisco From 1990 to 1992 David Dentry is skilled in: Customer Relations, Customer Experience, Photography, Teaching, Digital Imaging, Digital Photography, Call Center, Product Management, E-commerce, Website Development, Call Centers, Cross-functional Team Leadership, Customer Service, CRM, Email Marketing
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