Years of experience: 17
Service Quality ManagerCustomer Retention SpecialistCustomer Care SpecialistClient Relations SpecialistChief Customer Officer (CCO)Customer Success Manager
Trust Score
Exceptionally trusted; proven professional excellence.
Douglas's Career Path
Nov. 2020 -Feb. 2023
Dell EMCThe Data Difference - Account Management Services – Business Operations
United StatesData brings Better Services: Better Services keeps and grows clients! In today’s fast-moving, digital, and experience-driven world, companies need real-time customer insights. It allows service agents to quickly access survey data, trigger workflows based on customer survey feedback, and identify underlying drivers of customer satisfaction (or lack thereof). I bring data and service into a pl...
Oct. 2013 -Nov. 2020
Dell EMCUncompromised Customer Services: Premier Customer Success Account Management and Field Services
Central USACurating customer experiences to obtain client-specific outcomes, creating a unique and unforgettable experiences. My goal has always been putting customers at the center of our account management strategy, which reaps results. A client-centric account plan helps drive decision confidence — the critical measure of how a customer feels about their ability to make a purchase decision — which le...
Jun. 2009 -Oct. 2013
T-SystemsGlobal Service and Managed Data Transport: Head of International Solutions Operations
Chicago, Illinois, United StatesWith a global playground, I managed resources worth $1.35 billion across six continents. We made tech personal and customer-focused. Our improvements resulted in a 15% reduction in client attrition rate, $100 million in contract renewals, and more. We even set up a Mexican-based NOC from scratch! Innovation was our middle name.