Richard David

Customer Service & Technical Support Representative - REsimpli CRM - Remote

(2025-09)

Executive Assistant - Simply You Wellness – North Dakota - Remote

(2022-01 - 2025-09)

Provided high-level executive and administrative support to senior leadership in a fast-paced healthcare environment.

Coordinated cross-functional communication between executives, healthcare providers, staff, and patients to streamline daily operations
Maintained confidential records, healthcare documentation, and compliance reports in accordance with organizational policies and regulatory requirements
Prepared executive reports, presentations, meeting agendas, and business correspondence to support strategic decision-making
Oversaw document management, digital filing systems, and workflow processes to improve organization and accessibility
Assisted with project coordination, operational planning, and implementation of process improvements across multiple departments
Monitored administrative workflows, identified process bottlenecks, and recommended efficiency improvements
Supported compliance initiatives by maintaining accurate documentation, audit readiness, and quality assurance standards
Managed email correspondence, prioritized executive requests

Visa Customer Specialist - GovAssist LLC - Romania (Remote)

(2019-12 - 2022-01)

Managed end-to-end visa application processing, ensuring complete, accurate, and compliant documentation in accordance with immigration requirements
Delivered exceptional customer support through phone, email, and live chat, resolving inquiries related to visa eligibility, application status, and documentation requirements
Reviewed, verified, and validated client documents to improve application accuracy and minimize processing delays
Maintained a 99% documentation accuracy rate by conducting thorough quality assurance and compliance checks
Monitored immigration regulations and country-specific visa policies to provide accurate guidance and ensure regulatory compliance
Coordinated with clients to obtain missing documentation, proactively following up to maintain application timelines and improve customer satisfaction
Managed high-volume case workloads while consistently meeting productivity, quality, and service-level objectives
Utilized CRM systems to document customer interactions, track case progress, and maintain accurate client records
Collaborated with cross-functional teams to resolve complex cases and improve operational efficiency
Demonstrated strong problem-solving, attention to detail, and customer relationship management skills in a fast-paced remote environment

Team Manager - Afni Philippines Inc. - Philippines

(2015-04 - 2019-11)

Led and managed a team of Customer Service Representatives supporting Sprint Telecommunications, consistently achieving service-level agreements (SLAs), quality metrics, and key performance indicators (KPIs)
Coached, mentored, and developed team members through regular performance evaluations, one-on-one coaching sessions, and targeted development plans to improve productivity and customer satisfaction
Conducted quality assurance reviews, call monitoring, and performance audits to ensure compliance with company policies and customer service standards
Managed workforce performance by analyzing KPIs, attendance, productivity, first-call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT) metrics
Resolved complex customer escalations by collaborating with cross-functional teams to deliver timely and effective solutions while maintaining a high level of customer satisfaction
Led recruitment, onboarding, training, and continuous upskilling initiatives to build high-performing customer support teams
Partnered with senior leadership to implement operational strategies, improve team performance, and achieve departmental business objectives
Utilized CRM platforms, reporting tools, and performance dashboards to monitor team performance, track service metrics, and support business decision-making

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