1. DAVID A. PERRY
12116 Mountain Laurel Drive | Richmond, VA | 23236
Tel: 863.212.4078 | Email: daperry37@gmail.com
LinkedIn: www.linkedin.com/in/david -perry
SUMMARY
 Possess over 10 years experience as a high-performing people manager with the ability to deliver
on exceeding customer expectations while being an inspirational leader to associates.
 Over 7 years of expertise in process management, process and efficiency improvement and
quality assurance.
 Consistently execute flawless management of assigned projects.
 Personnel leadership includes hiring, training, motivating, managing, terminating and delivering
performance reviews to a staff ranging from 6 to 45 people.
 Expertise in creating and leading initiatives to boost morale across teams and departments.
 Skilled in launching new teams, transitioning work, and driving customer service improvement
across departments.
 Expertise in driving improvement and exceeding standards of customer experience.
 Possess over 5 years of experience interpreting regulations and applying changes to department
policy and procedures.
PROFESSIONAL EXPERIENCE
CAPITAL ONE,Richmond, VA January 2009 – July 2016
Senior Process Manager
 Responsible for leading teams of 6-8 quality assurance (QA) associates.
 Manage the relationship between QA, call center, and customer service lines of business.
 Created and led department morale team that plans and organizes events, socials, and
volunteering for department of 60 across multiple sites.
 Determine work flow for each LOB and assign work to associates.
 Define and measure performance metrics and clearly communicate to team.
 Coach associates to achieve department and professional goals.
 Build and share training information and documentation for state and federalregulations.
 Business Process Management experience.
 Champion of customer experience
Unit Manager
 Responsible for leading teams of 20-40 Call Center Customer Service Fraud Associates that
handled investigations of fraudulent activities.
 Led department morale team,to plan and organize events for 150 agents
 Deep experience handling the full employment cycle
 Coached Fraud associates on an ongoing basis on how to properly handle customer calls and
subsequent case work.
 Coach associates to help them achieve department and professional goals.
 Created dynamic agent level contests to drive performance.
 Managed Fraud associate performance to include monthly scorecards,incentives, and annual
appraisals.

2. TRIPP’S RESTAURANTS, Richmond, VA July 2006 – January 2009
Host and Bar Manager
 Responsible for leading team of 12-15 staff members in two restaurant locations.
 Interviewed, hired, scheduled, and assigned staff in both restaurant sites.
 Provided ongoing training and coaching to staff in order to promote excellence in customer
service.
 Managed front and back of house operations to include wait staff, hostesses,bartenders and
kitchen staff.
 Managed administrative responsibilities of scheduling and purchasing budgets.
 Cash handling, register balancing, monitoring daily payroll goals.
HENRICO COUNTYPOLICEDEPARTMENT, Henrico,VA June 2005 – July 2006
Police Officer
 Responsible for enforcing Virginia Traffic Laws.
 Promptly answered calls for service from dispatch.
 Contacted and assisted citizens with an upbeat, hands-on approach.
 Proactively patrolled and initiated investigations.
EDUCATION
POLK STATE COLLEGE,Lakeland, FL 2000 – 2002
Associate Degree in General Studies