analytics
Leveraged existing data and created new dashboards to optimize processes creating a 30% increase in productivity.
David Brandi
Customer Operations, Optimization and Analytics Consultant
Pittsfield, MA, USA
18 years experience
I'm a Director of CX who specializes in optimizing processes to help early-stage ecommerce private company achieve customer centric products
I specialize in building and optimizing processes to help early stage start-ups achieve customer & employee centric policy and products
I specialize in building and optimizing processes to help early stage start-ups achieve customer & employee centric policy and products
customer service
Leveraged existing tools to successfully achieve 99% Customer Satisfaction at an early stage start-up for 12 months running.
content
Created content and launched self-service Help Tools for Customers to deflect 22% of Customer Support Inquiries.
program development
Developed Customer Support and Moderation policy, process and resources to successfully launch off-shore Customer Operations team.
outsourcing/offshoring
Successfully optimized support to fully outsource an established support team in <2 weeks. Built and outsourced moderation in 90 days.
ecommerce
Customer Operations, Optimization and Analytics Consultant
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Customer Operations, Optimization and Analytics Consultant
"Best way to create a connection with customers is to learn to hustle and tell a good story."
I'm interested in
Customer Operations
Offshore Support
Support Optimization
Zendesk Administration
Data Analysis
Voice of the Customer
Business Process Outsourcing
My Services
I provide everything needed to build out Customer Support and Customer Operations for early-stage start ups hoping to leverage industry knowledge to make data-driven process optimization right from the start.
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I am highly experienced in all aspects of Zendesk Administration and can assist your business in launching Zendesk or a similar platform to meet the needs of your business at your current or projected size.
Relationship Management can be monstrous to take on and build right from the start. Leveraging my experience in optimizing existing integrations and building new ones, I will ensure your business has what it needs to drive retention and growth.
Relationship Management can be monstrous to take on and build right from the start. Leveraging my experience in optimizing existing integrations and building new ones, I will ensure your business has what it needs to drive retention and growth.
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Policy and Process optimization are essential for every business at scale; including documentation.
After familiarizing myself with your company I will partner with Subject Matter Experts to leverage tribal knowledge allowing me to create optimized Policies and Processes including documentation to streamline onboarding of new employees.
After familiarizing myself with your company I will partner with Subject Matter Experts to leverage tribal knowledge allowing me to create optimized Policies and Processes including documentation to streamline onboarding of new employees.
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Knowing the health of your business is essential for any stage of growth.
In my review of your organization's needs I will provide recommendations (and build; if desired) on reports or dashboards needed to truly gauge the health of your Customer Experience and Customer Support.
These reports can assist in identifying needs for product improvement, team performance management and overall value your Customer Service team provides.
In my review of your organization's needs I will provide recommendations (and build; if desired) on reports or dashboards needed to truly gauge the health of your Customer Experience and Customer Support.
These reports can assist in identifying needs for product improvement, team performance management and overall value your Customer Service team provides.
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I have a knack for assisting people who are looking to change fields/ career paths and love deconstructing life, professional, school and volunteer experiences to build a resume that sets people apart from other applicants.
I am skilled in interview preparation and offer mock-interviews along with prep sessions.
Unsure of what you want to do next? Curious of what your skillset applies to? Let's talk about it!
I am skilled in interview preparation and offer mock-interviews along with prep sessions.
Unsure of what you want to do next? Curious of what your skillset applies to? Let's talk about it!
Skills & Tools
Top areas of expertise and tools used to accomplish projects.
outsourcing work & services
business strategy
process improvement
process automation
growth & scale
customer operations
customer support launch
Diversified professional experience
Past companies and roles where I’ve gained experience.
AI(T|L|L&G
Co Manager
New York, New York, United States
Open to
project based
remote work
open to travel
expert calls
company advisor
monthly retainers
collaborations
I generally only work on projects with budgets of at least $1,000.00 per week and at least a $5,000.00 overall project budget.