David Howard

At Dona Donations, I administer and support Salesforce, improve data quality, test new functionality, and use CRM insight to refine customer journeys. I introduced performance frameworks and KPIs that contributed to 90%+ customer retention, a 4.9/5 customer satisfaction score, and a 70% reduction in overdue cases.

Previously at The Pensions Regulator, I used Microsoft Dynamics 365 to manage customer records and complex cases in a highly regulated environment. I enjoy investigating system issues, working with engineering and operational stakeholders, and creating clear guidance and training that helps people use systems confidently and consistently.