David Depace

About David Depace

I take great pride in being able to lead people to achieve a common goal. I am tech…

Experience

1. Manager, Customer Operations

   Affirm

   Nov 2022 — Present

   Responsible for team of Operations Leadership & Associates performance and ability to navigate change through a dynamic, fast-paced environment • Meet or exceed multiple KPIs across various channels including CSAT, Productivity, Quality, and Regulatory & Contractual Service Levels • Cultivate employee engagement and a high-performance culture via coaching, performance management, in person & virtual team building activities, and recognition programs • Partner with Talent Acquisition Team to hire candidates of various levels while coordinating onboarding and training to ensure the best “First Impression” hiring experience • Created gamification of contact center metrics to overdrive performance and exceed quality and productivity goals • Created and facilitated a Behavior Based Coaching model to U.S. & Canada Leadership teams to drive a consistent coaching and development experience • Work cross functionally with Quality, Training, Operations, Legal & Compliance, Risk, Engineering, and Process Excellence teams on creative problem solving and remediation

Education

• Strayer University

  Business Administration, Management and Operations

  2016 — 2018

Skills

• Troubleshooting
• Wireless Technologies
• Employee Training
• Account Management
• Mobile Devices
• Direct Sales
• Vendor Management
• Lte
• Team Building
• Call Centers
• Project Management
• Voip
• Customer Experience
• Cellular Communications
• Team Leadership
• Technical Support
• Telecommunications
• Sales
• Customer Service
• Customer Retention
• Customer Satisfaction
• Management
• Microsoft Office
• Training
• Microsoft Excel
• Coaching
• Process Improvement
• Leadership
• Wireless