David Bowker
Customer Experience Manager @Sonar Software
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WORK HISTORY
Customer Experience Manager @Sonar Software
Client Issue Resolution: Spearheaded the resolution of billing and accounting issues for a global client base of ISPs, consistently ensuring client satisfaction. • Process Optimization: Developed and implemented best practices for process flows, aligning Sonar Software with specific business requirements to enhance efficiency and effectiveness. • Data-Driven Insights: Generated SQL and Looker reports, empowering clients with valuable data insights for informed decision-making. • KPI Definition and Tracking: Collaborated closely with senior management to define and track Key Performance Indicators (KPIs), facilitating data-driven performance assessment and strategic refinement. • Effective Communication: Demonstrated exceptional communication skills, effectively engaging with clients at all organizational levels, including CEOs and technical staff, to foster strong client relationships. • Client Portfolio Management: Successfully managed a diverse portfolio of over 60 business accounts, proactively ensuring client satisfaction through attentive service and support. • Complex Data Migration: Directed intricate data migration projects, overseeing the seamless onboarding of clients onto the Sonar Software platform, ensuring minimal disruption and maximum efficiency. • Change Management: Implemented robust change management strategies to facilitate smooth transitions for clients adopting Sonar Software, ensuring minimal disruption and maximum user adoption.
EDUCATION
Athabasca University
Master of Business Administration - MBA
MacEwan University
Asia Pacific Business Management, Business
The King's University College
Bachelor of Arts, English/History
ABOUT DAVID BOWKER
Results-driven IT Leader and Business Analyst with 18+ years of expertise in Information Technology. Bringing a wealth of experience in Business Processes, Application Support, Development, Analytical Proficiency, IT Service Management, Infrastructure Enhancement, and Strategic IT Planning. Recognized for business acumen, complemented by an MBA, an Associates Certificate in Business Analysis, a BA degree, and an Asia Pacific Business Management Diploma.
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