David B.
Director of Customer Service @Konscious House Of Brands
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WORK HISTORY
Director of Customer Service @Konscious House Of Brands
Pittsfield, MA, US
Established performance benchmarks for a global customer service team, ensuring adherence to objectives. • Provided leadership and coaching to Customer Service Managers and representatives, driving individual performance excellence. • Enhanced strategies for managing customer inquiries, resulting in improved escalation handling and team skill development. • Achieved a 20% increase in Customer Satisfaction scores by optimizing processes and surpassing Service Level Agreements (SLA).
EDUCATION
The Art Institute
Interior Design
The University of Kansas
Graphic Design
ABOUT DAVID B.
I’m a Director-level CX and Operations leader with 12 years of experience turning customer chaos into clarity. My focus is building scalable systems, empowered teams, and processes that actually work in the real world, not just on paper.At my core, I believe data and empathy belong in the same conversation. I’ve led global customer experience and operations organizations across eCommerce, wellness, and tech, driving measurable results that stick: higher retention, lower costs, and dramatically better customer satisfaction.I’ve managed teams of 20 to 300, guided BPO partnerships across continents, and built frameworks that balance efficiency with humanity. Whether it’s reducing refund rates, automating thousands of interactions, or creating workflows that make agents’ lives easier, my work centers on sustainable, long-term impact.As a former Uber leader, I learned how to scale under pressure and how to build structure out of explosive growth. That experience shaped my approach to operations: move fast, measure everything, and keep the customer at the center.What drives me most is helping companies build operations that scale without losing their soul. I’m at my best in fast-growing environments where I can lead strategy one moment and roll up my sleeves the next.If your team needs a leader who can balance growth with grounded, data-informed systems, and someone who can coach teams to thrive through change, let’s connect.
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