David Rose
About David Rose
David Rose serves as the Senior Department Manager of Customer Service at Enova International, where he has worked since 2012. He has a strong background in leadership and customer service, having previously held various managerial roles within the company since 2004.
Work at Enova International
David Rose has been employed at Enova International since 2012, currently holding the position of Senior Department Manager in Customer Service. His tenure at the company spans over 12 years, during which he has significantly contributed to various aspects of customer service operations. Prior to his current role, he served as the Loan Processing Department Manager from 2008 to 2012 and as the Sales and Service Manager from 2004 to 2008. His extensive experience at Enova International highlights his commitment to improving customer service and operational efficiency.
Customer Service Management Experience
In his role as Senior Department Manager, David Rose managed a customer service team that handled over 750,000 inbound calls, along with additional sales department overflow, which included over 274,000 inbound and 61,000 outbound calls. He restructured leadership roles and responsibilities within an underperforming department to enhance its success, notably reducing the response time for escalated customer issues. His management strategies have led to improved customer service outcomes.
Collaboration and Process Improvement Initiatives
David Rose collaborated with the executive team to establish an Emergency Response process for critical customer impact situations. This initiative included implementing reporting mechanisms to assess the total impact and determine necessary next steps. Additionally, he worked with the Telco team to establish an emergency contact line for representatives, ensuring effective communication during critical events.
Data-Driven Decision Making
David Rose developed a bonus change proposal using historical data that resulted in an increase in average payout while reducing participation, keeping the bonus pool within less than 2% of the original plan. He is also responsible for creating and analyzing weekly department reports for executive team reviews, which has led to the development of new strategies based on identified opportunities. His focus on data-driven decision-making has contributed to the overall effectiveness of the department.
Quality Assurance Program Development
David Rose played a key role in creating a new Quality Assurance (QA) program for representatives across all departments. This program ensured successful implementation and ongoing coaching and development for customer service representatives. His efforts in establishing a QA program have contributed to enhanced service quality and representative performance within the organization.