Richard Dawson II

Experience

• 

  Syrus Restaurant Information Services

  Nov 1998 - Nov 2017

  Maintained past responsibilities of Operations Manager while serving an executive-focused role in the areas of customer retention and general business development. This was a multifaceted and forward-thinking position that resulted in several key accomplishments, including:Developed a plan to reduce the monthly backlog of cases from 500+ to less than 200. Implemented and utilized level 2 support to reduce a backlog of 200 cases at any given time to an average of 20Reduced cases by 30% on behalf of 1,200 locations while cutting monthly system issues by 40% through continuous data analysis and case management. IReduced customer issues from 2.6 to .58 cases per month Show less My most tenured and involved role to date, the position of Operations Manager saw me in direct contact with key organizational leads from nationally recognized brands such as Wendy's, Popeye's, Sbarro, Arby's, and more. My primary goals involved establishing software application offerings on a per-client basis and providing general customer support throughout the entire process. I achieved several notable benchmarks during this time, including: Overseeing the establishment and ongoing development of a new Implementation Team to assist in new client onboarding, which slashed project time by two months and bolstered revenue by 15%. In addition, I reduced implementation from 12 weeks to four weeks while strengthening revenue for new sites by 16% in the first year of service. Served as a pioneer and champion of Salesforce.com CRM. Not only did I lead the initial implementation of Salesforce, but I also provided on-site training to clientele as needed. Development of a new training program, ultimately cutting training time by two months. Led strategies in customer retention and customer satisfaction, thereby achieving a 10% year-over-year revenue increased since 2002. Previous roles include Account Manager (10/2000-8/2002) and Account Representative (11/1998-10/2000). Show less

  • Director of Operations

    Jul 2015 - Nov 2017

  • Operations Manager

    Aug 2002 - Jul 2015

  • Account Manager

    Oct 2000 - Aug 2002

  • Account Representative

    Nov 1998 - Oct 2000
• 

  Improveit 360

  Jul 2018 - Jan 2023

  Multi-Product Team Leadership:Led customer support teams for three distinct product offerings: Improveit 360, Marketsharp, and Roofsnap, demonstrating adaptability and expertise across diverse solutions.Zendesk Implementation and Management:Built and maintained a robust instance of Zendesk to provide top-tier support to customers, enhancing efficiency and ensuring a seamless customer support experience.Salesforce to Zendesk Migration:Successfully migrated three product care teams from separate instances of Salesforce to Zendesk, optimizing resource utilization and improving cross-platform collaboration.Omnichannel Solution Development:Engineered a comprehensive omnichannel solution that seamlessly integrates with Salesforce, Zapier, and other third-party software, fostering a cohesive and interconnected support ecosystem.Performance Metrics and Reporting:Defined key performance indicators (KPIs) and service level agreements (SLAs), establishing a structured framework for tracking and enhancing individual and team performance.Implemented robust reporting capabilities, including dashboards and reports, providing actionable insights for continuous improvement.Tiered Support Structure:Introduced and implemented a tiered support structure, optimizing resource allocation and ensuring efficient issue resolution based on complexity and expertise levels.Workflow Optimization:Developed and implemented workflows, macros, and triggers, streamlining functions for product care teams and enhancing overall operational efficiency.Knowledge Centered Services (KCS) Program:Launched a Knowledge Centered Services (KCS) program across the organization, fostering customer and employee self-service activities, resulting in increased no-touch ticket resolution rates.These accomplishments collectively showcase effective leadership, technological innovation, and strategic initiatives to elevate customer support services across multiple products and platforms. Show less Requirement Collection:Gathered and documented customer requirements for the implementation of software, ensuring a comprehensive understanding of client needs.Project Planning:Developed and managed project plans outlining key milestones, tasks, and timelines, ensuring efficient and organized project execution.Salesforce Configuration:Built and configured the customer's instance of Salesforce based on gathered requirements, customizing the software to meet specific business needs.Customer Training:Conducted training sessions for customers, providing hands-on guidance on using the implemented software effectively.Ensured that customers were proficient in navigating and utilizing key features of the software.Communication and Collaboration:Collaborated with internal teams, including sales, support, and development, to ensure a seamless and integrated implementation process.Maintained clear and effective communication with customers throughout the implementation phase.Documentation:Created and maintained comprehensive documentation of the implemented solution, including configurations, customizations, and training materials.These responsibilities collectively ensured successful and tailored software implementations, meeting customer requirements and enhancing their ability to effectively leverage the Salesforce platform. Show less

  • Director of Customer Service

    Feb 2019 - Jan 2023

  • Software Implementation Specialist

    Jul 2018 - Feb 2019
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  Finexio

  Jan 2023 - Oct 2023

  Director Customer Support

  Strategic Process Development: Define and implement industry-best processes, standards, and best practices to elevate the Customer Support team's performance. This includes meticulous execution and clear communication to ensure flawless operations that minimize customer issues and escalations.Lead by Example: Be a continual exemplar of outstanding customer service, guiding and motivating the Customer Support and Service team to provide accurate, timely, and helpful responses to customer queries. Cultivate a culture of excellence in customer interactions.Process Optimization and Collaboration: Proactively review existing processes, identifying inefficiencies and control weaknesses. Collaborate with the Product group to enhance tools, automate routine tasks, and address recurring customer issues, ensuring continuous improvement in efficiency and effectiveness.KPI Achievement: Drive the achievement of Finexio's Key Performance Indicators (KPIs) and goals related to Customer Satisfaction and Net Promoter Score. Develop and implement strategies to enhance customer experience and loyalty. Primary Point of Contact: Act as the lead point of contact for all customer support matters, swiftly resolving problems and managing escalations. Maintain a customer-centric focus while ensuring timely and effective solutions.Performance Tracking and Training: Oversee the diligent pursuit and resolution of customer tickets in Zendesk according to internal KPIs and both internal & external SLAs. Implement continuous training programs for the team, covering processes, product knowledge, and technological advancements.Client Relationship Management: Develop a trusted relationship with key client stakeholders. Understand and align Finexio with client goals, actively advocating for clients’ needs internally to ensure a harmonious and mutually beneficial partnership. Show less