Dave Eske

About Dave Eske

By driving change management, implementing cost containment initiatives, advancing technology enhancements, and maximizing operational efficiencies in domestic and international organizations, I bring contact center operations to higher quality levels for partners, customers, and associates.Most days, I balance partner needs with the need for exceptional work environments. Hiring skilled talent, ensuring training, monitoring quality, and aligning objectives are some of the ways I advance outcomes and achieve success. Transforming contact centers to reach operational excellence and deliver outstanding customer experiences is one of my strengths. Earlier in my career working at a bank, I learned the value of retaining talented employees. As a leader, I welcome diversity, build trusting relationships, and encourage open communication.In my opinion, there’s nothing better than helping employees develop into effective leaders by discussing career options and encouraging them to work outside their comfort zones. I remember joining Toastmasters International to hone my speaking talents. The experience was definitely outside my comfort zone, but it boosted my career by expanding my presentation abilities and building my self-confidence.While exploring technology options and poring over data can help improve operations, I believe personal rapport is the most sustainable way to create world-class support teams. When there is a personal connection, issues can be resolved, and shared goals remain at the forefront.I lead by example and make an effort to know my employees, not just as contributors but as unique individuals. That way, we can discuss personal adventures like bungee jumping in the Grand Canyon as well as work goals. After all, personal connections build trust, loyalty, and supportive environments

Experience

1. Vice President Operations

   Synchrony

   Nov 2004 — Present · Phoenix, AZ, US

   Lead contact center activities, streamline processes, and retain talent. Improve work culture while optimizing customer experiences. Cultivate lasting relationships.Highlights: Retain talent by improving work options, identifying key skills, selectively hiring diverse employees, reducing attrition, providing training, and communicating position expectations, resulting in robust talent pool. Grow revenue by understanding customer experience, empowering employees, and providing solution-focused processes. Safeguard compliance and contract terms by analyzing metrics, resolving issues, and maintaining optimal service levels. Foster lasting client partnerships by serving as bank liaison, listening to needs, aligning goals, and contributing to innovative solutions.

Education

• W. P. Carey School of Business – Arizona State University

  Bachelor of Science - BS, Finance, General

• Arizona State University

  Masters, Business Administration

Skills

• Credit
• Banking
• Risk Management
• Finance
• Vendor Management
• Process Improvement
• Customer Satisfaction
• Leadership
• Analytics
• Financial Services
• Management
• Portfolio Management
• Cross-Functional Team Leadership
• Marketing Strategy
• Call Center
• Credit Cards