1. David Windsor
404-990-1314 | davidjohnwindsor@gmail.com | LinkedIn.com/in/davidjohnwindsor
EXECUTIVE PROFILE
Director – Offshore Operations with success at ensuring optimum vendor performance through data quality
and analysis, data transformation and automation, and process improvements that results in maximum ROI.
Improving vendor staff productivity, implementing quality controls and change management protocols
reinforcing new sales and customer retention. Broad overall knowledge and experience in business
operations, BPO services, call center management and product management, with the reputation of delivering
as promised.
Offshore
Operations
 Over 9 years’ experience building and managing BPO services for voice and data
operations in nearshore and offshore centers
 Introduced automated and transformational processes to increase offshore data
quantity by over 30% improving key quality metrics while continuing to reduce cost.
 RFP creation, vendor contract negotiations and selection, standing up new call center
and BPO service operations internationally
 Created national benchmarks for onshore and offshore staff, delivered them via a
balanced scorecard realizing voice of the customer as represented by sales, customer
care and other key stakeholders
Process
Improvement
 Lean/Six Sigma Black Belt certified
 Reduced expenses by 45%, improved productivity, quality, and timeliness of data
 Enhanced research processes utilizing Six Sigma methodologies through data
automation and manual processes to improve data timeliness for the offshore team
 Developed a “Data Receiving System” to load all emails and third party data supplier
information into queues within the collection system for research processing
 Reduced keying of data for plan holders by 50% in collaboration with IT team to
develop data automation through OCR and content extraction technology
Management
& Leadership
 Directed local, remote, and offshore staff and budgets up to $16M
 Managed vendor negotiations and multi-year contracts valued at $17.5M
 Served as consultant to the Vice Presidents of Product and Strategy on the
implementation of the strategic roadmap
PROFESSIONAL EXPERIENCE
CMDGROUP (Formerly CONSTRUCTION MARKET DATA and REED CONSTRUCTION DATA) | Norcross, GA
Director – Offshore Operations Aug 2007 – Mar 2016
Created and led the offshore operations department with 2 operations specialists for a call center team in
the Philippines and data collection team in India. Created and managed annual P&L and budget of $4M.
Wrote and conducted RFI/RFP process and negotiated vendor contracts, service levels, metrics, and
statements of work. Created training documentation, conducted on-site training, and managed overall
project implementation and timelines. Developed ongoing training and documentation for new initiatives.
Managed the performance of staff to service levels and implemented solutions to improve performance
where deficient. Concurrently served as consultant to the Vice Presidents of Product and Strategy on the
implementation of the strategic roadmap.
 Advised and provided oversight to the development of a master data repository with meta data from
numerous data sources to feed all products
 Enhanced research processes utilizing Six Sigma methodologies through data automation and manual
processes to improve data timeliness for the offshore team
 Increased data quantity by over 30% and improved key quality metrics overall
 Grew volume of calls per person by 75% and reduced operational expenses by 45% while improving
productivity, quality, and timeliness of data collection.

2. David Windsor Page 2
Director – Research Operations Apr 2003 – Aug 2007
Managed research operations for the largest region with a budget of $16M and team of 90 local and home
office researchers responsible for the collection and maintenance of construction related project data.
Recruited, hired, trained, and coached research and supervisory staff; ensured quality standards and staff
productivity was exceeded. Liaised with third party data suppliers to build and maintain relationships and
ensure the constant flow of information.
 Developed a “Data Receiving System” in collaboration with IT team to load all emails and third party
data supplier information into queues within the collection system for research processing
 Reduced manual keying of data for plan holders by 50% in collaboration with IT by developing a data
automation process that leveraged OCR and content extraction technology
 Improved data processing timeliness through data base logic automation by initiating and implementing
an agile development project in collaboration with IT team
Director – Product Management Jan 2002 – Apr 2003
Created and implemented the strategic plans for bid document products that generated $20M in company
revenue. Directed the development of new customer centric products and enhancement of existing
products and solutions that enriched the customer experience, usability, and retention. Partnered with IT
team to ensure change management protocols were followed and appropriate regression testing was
conducted successfully. Leveraged issue management processes to report and monitor issues. Created sales
training and marketing materials specific to product releases. Sunset redundant or outdated products.
 Implemented text searchable bid documents utilizing OCR technology and indexed search functionality
across a document inventory in excess of 30 million pages
 Started the design of analytical products using bid document content extraction and automation
 Increased sales and customer retention through innovative product design and development
Director – Quality Control Jul 2000 – Jan 2002
Initiated and led the quality control department with 2 data analysts and 5 business system experts that
provided data governance based upon best practices. Reviewed automated audits and conducted random
quality audits, categorized and prioritized the errors and omissions, and held training sessions to improve
data quality, data accuracy, and compliance. Built and distributed quality metrics and productivity reports.
 Created national benchmarks and rolled them into a balanced scorecard incorporating the voice of the
customer as represented by a cross-functional team of Sales, Customer Care and other data owners
 Learned T-SQL and automated the creation and dispersal of quality metrics and productivity reports
 Partnered with the key account sales team to provide ad hoc reports that supported the sales process
and helped win new and renewed business with national manufacturers
 Initiated and facilitated regular regional operations managers meetings to drive strategies for quality
and productivity improvements
Director – Research Operations Feb 1997 – Jul 2000
Governed research operations for the eastern region with a budget of $15M and a team of 90 researchers
and supervisory staff responsible for the collection and maintenance of construction related project data.
 Served as subject matter expert and led the team designing the new data collection system utilizing
input masks to reinforce business rules and entity relationships
 Improved data quality metrics overall and staff productivity by 20% by implementing the company’s
first business intelligence and reporting tools for research operations
 Assisted with the creation, implementation, documentation, and training of national research standards
Other experience includes Editorial Research Manager and Research Associate for CONSTRUCTION MARKET
DATA and Chief Petty Officer for HM ROYAL NAVY with honorable discharge.
EDUCATION
BTEC Marine Engineering Diploma – Mechanical & Electrical Engineering (equivalent of Associate’s)
ROYAL NAVY SCHOOL OF MARINE ENGINEERING, Rosyth, Scotland