David Kay
Head of Migration Services Operations Senior Director of Global Contact Center Operations @NAVEX
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WORK HISTORY
Head of Migration Services Operations Senior Director of Global Contact Center Operations @NAVEX
Head of Migration (Implementation) Services Operations - December 2016 to Jun 2024 / Jan 2025 to PresentInvited to start & lead a new department handling critical company initiatives- Led operations & spearheaded the development and implementation of strategies to migrate over 2,500 clients, across all industries onto forward looking solutions resulting in $19.4MM in annual reoccurring revenue and 95% client retention. Key components included sales, customer negotiations and contracting, implementation, marketing, financial analysis, & Executive reporting- Achieved 94% client satisfaction by streamlining implementation, reducing project lifecycles by 50%, and ensuring seamless pre- and post-sale client success measured by NPS, issue resolution, product adoption, and retention- Built and maintained high-performing teams, with employee retention exceeding 94%Senior Director of Global Contact Center Operations - 4 years 10 months Aug 2008 - May 2013 Hired to lead, turnaround sub-standard performance, grow / scale, & establish a global infrastructure for a 24/7/365 multilingual operations. Operations supported onboarding new clients and handled over the phone and web based inquiries, claims, and reporting for clients spanning 150 countries / 180 languages across all industries- Orchestrated successful turnaround of subpar performance, achieving 100% of KPI’s and reducing incidents 700% through workflows automation & process improvements- Implemented a multilingual workforce, telephony system, & supporting infrastructure to support global operations and domestic & international phone numbers, resulting in $800K in annual revenue / cost savings - Improved productivity 29%, reduced cost per report by 25%, & enhanced quality 28% through data-driven insights & process optimization- Decreased employee attrition from 48% in 2008 to 28% or less each year thereafter
EDUCATION
Portland State University - School of Business
Bachelor of Science
Portland State University - School of Business
Certificate Course
SKILLS
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