Dave Lubich
About Dave Lubich
Dave Lubich serves as the Resolutions Lead at Gametime United, where he has significantly improved customer satisfaction and response times. He has a diverse background in media relations and customer operations within the sports industry.
Current Role at Gametime United
Dave Lubich serves as the Resolutions Lead at Gametime United, a position he has held since 2021. He works remotely from Warren, Ohio. In this role, he manages all executive escalations, ensuring high-level customer and seller satisfaction. He has implemented standardized email responses for the Resolutions Department to maintain a consistent tone in communications. Additionally, he handles responses to reviews on Apple and Google Play Store, as well as inquiries from the Better Business Bureau and Attorney General.
Previous Experience at Gametime United
Prior to his current role, Dave Lubich worked as a Fan Happiness Associate at Gametime United from 2018 to 2020. During his tenure, he focused on enhancing customer interactions and support. He also held the same position briefly in 2021, contributing to the company’s customer service initiatives. His experience in this role laid the foundation for his current responsibilities in the Resolutions Department.
Background in Sports Communication
Dave Lubich has a background in sports communication, having worked with several professional sports organizations. He served as a Communications Specialist for the Cleveland Indians in 2013 and held roles in media relations with the Cincinnati Reds and Mahoning Valley Scrappers. His experience includes managing media relations and broadcasting, which has contributed to his expertise in customer engagement in the sports industry.
Education and Expertise
Dave Lubich earned a Bachelor of Arts degree in Mass Media - Communication from The University of Akron, where he studied from 2006 to 2011. His education provided a strong foundation in communication strategies, which he has applied throughout his career in various customer service and media relations roles.
Achievements in Customer Service
As Resolutions Lead, Dave Lubich achieved significant improvements in customer service metrics. He reduced customer contact wait times from over 16 days to just one day within his first week in the role. Additionally, he improved customer satisfaction ratings from 48% to consistently 65% or higher each month. He also created the Resolutions Master Sheet to track departmental improvements.