David Lacey Email & Phone Number | Versatile business, customer, and employee advocate leveraging 20+ years of expertise in team leadership, customer success, and call center operations to create world-class customer experiences in inbound/outbound customer support environments. Notable Skills & Qualifications Partners with cross-functional teams and leadership to optimize customer experience and strategically improve processes Drives goal attainment and professional development of agents through continuous coaching and engagement Analyzes processes and metrics to identify areas of improvement and outline measurable goals for agent scorecard Leads teams through periods of organizational change and disruption, such as the COVID-19 pandemic, while maintaining a positive and future-focused approach that aligns with business, customer, and employee success goals Promotes positive employee relations by fostering a people-focused culture built on equity, approachability, and support Rapidly adopts and trains new users in various software, with proficiency in Avaya, Centrevue, Microsoft Office Suite Early professional history includes eight years of customer service leadership in retail banking with full lending authority Veteran of the US Air Force, honorably discharged following eight years of service as a Communications Specialist

David Lacey

Versatile business, customer, and employee advocate leveraging 20+ years of expertise in team leader...
New Castle, Delaware, United States

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David Lacey’s Email dlacey@comcast.com

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David Lacey’s Location New Castle, Delaware, United States

David Lacey’s Current Industry Comcast

David Lacey’s Prior Industry Comcast Cable | Delaware Ez Pass | Bank Of America

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Team Manager, Customer Service Strategy & Operations

2016-05-01T00:00:00.000Z - Present

Team Manager, Customer Experience

2007-01-01T00:00:00.000Z - 2016-01-01T00:00:00.000Z

Supervisor, Customer Service

2004-01-01T00:00:00.000Z - 2007-01-01T00:00:00.000Z

Team Manager, Customer Service/Bank Card Officer

1996-01-01T00:00:00.000Z - 2004-01-01T00:00:00.000Z

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David Lacey is a Versatile business, customer, and employee advocate leveraging 20+ years of expertise in team leadership, customer success, and call center operations to create world-class customer experiences in inbound/outbound customer support environments. Notable Skills & Qualifications Partners with cross-functional teams and leadership to optimize customer experience and strategically improve processes Drives goal attainment and professional development of agents through continuous coaching and engagement Analyzes processes and metrics to identify areas of improvement and outline measurable goals for agent scorecard Leads teams through periods of organizational change and disruption, such as the COVID-19 pandemic, while maintaining a positive and future-focused approach that aligns with business, customer, and employee success goals Promotes positive employee relations by fostering a people-focused culture built on equity, approachability, and support Rapidly adopts and trains new users in various software, with proficiency in Avaya, Centrevue, Microsoft Office Suite Early professional history includes eight years of customer service leadership in retail banking with full lending authority Veteran of the US Air Force, honorably discharged following eight years of service as a Communications Specialist