STEPHEN RAJ DAVID

ATT / DIRECTV

• Rapidly advanced to Senior Associate Manager due to strong leadership, and operational impact. (Promotion date: July 26, 2024.)
• Supervised and mentored four team managers, providing guidance on performance optimization and effective people management strategies.
• Point of Contact (POC) for FMEA, driving process integrity and compliance, leading to a greater than 10% reduction in overall defects in the last quarter.
• Point of Contact (POC) for external client chat calibrations, managing all stages—from preparation and live execution to post-session feedback and follow-up implementation.
• Spearheaded end-to-end recruitment efforts in collaboration with HR, leading interviews, onboarding, and integration of 5 or more new hire batches over two years to support business growth.
• Drove communication excellence by co-developing a 'Play Book' with the Training team, ensuring adherence to client standards through polished and precise language.
• Directed a high-performing team of 15+ consultants, maintaining consistent SLA compliance above 90%, and driving operational excellence.
• Partnered with cross-functional stakeholders to streamline processes and improve service delivery, contributing to an 8% increase in customer repeat rate attainment.
• Client-certified coach in UPTITUDE leadership tactics, which involves monthly goal setting, data-driven decision making (DDDM), team huddles, one-on-one coaching, quick wins, and responsibility conversations.

Microsoft - Answer Desk

• Represented the Service Excellence Team in all business reviews and technical triages, ensuring compliance and collaboration on process insights.
• Managed two LOBs (Voice and Chat) with a team of four QAs, driving customer experience, overseeing integrity, and ensuring standard of delivery.
• 100% attainment on integrity through regular cadence on FMEA, and coaching efficiency across all departments.
• Driven 100% adherence to audits and coaching compliance, resulting in ZERO invalid escalations throughout my tenure.
• Owned CIF on performance outliers, ensuring KPI attainment.

Career Progression Summary – Microsoft.

Joined as Subject Matter Expert (SME) – December 28, 2015

• Consistently ranked top among eight SMEs for two consecutive years, based on key performance metrics.
• Selected to join the Case Wellness Team due to consistent high performance, contributing to strategic process improvements.
• Served as the Client Point of Contact for the QA Team, leading weekly client reviews to address technical issues, and present insights from performance reports.
• Promoted to Lead – Quality (Nominated Associate Manager role) and subsequently to Associate Manager – Quality on December 26, 2018, recognizing leadership and operational impact.
• Maintained zero client escalations since joining the Microsoft project, demonstrating strong quality control and stakeholder alignment.