David Giordano
@davidgiordano
I lead 24/7 customer and technical support operations, improving KPIs, SLAs, training, and service processes.
United StatesWhat I'm looking for
I've led 24/7 customer care and technical support operations at Talus Pay, Accenture, NCR, Inogen Technology, CareView Communications, National Life Group, First American Payment Systems, GE Capital, and Charter Communications. I manage local, remote, outsourced, domestic, and international teams supporting clients through phone, email, chat, and telephony channels.
I build support processes, SOPs, training tools, quality assurance programs, KPI reporting, and workforce practices that improve operational efficiency, service levels, CSAT, and agent readiness. My work includes hiring and coaching support teams, implementing software and ticketing platforms, and leading high-volume technical support environments.
Experience
Work history, roles, and key accomplishments
Operations Manager
Talus Pay
Apr 2023 - Present (3 years 5 months)
Managed 24/7 operations support department to ensure KPIs and SLAs were achieved. Interviewed, screened, hired, and trained support agents for omni-channel support, and developed processes to improve operational efficiency.
Education
Degrees, certifications, and relevant coursework
David hasn't added their education
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United StatesAuthorized to work in
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