David Campbell

-• - www.linkedin.com/in/davidcampbellsky• Ashburn, VA 20147 Chief Operating Officer Highly motivated and accomplished senior operations professional with a career emphasis on driving unprecedented improvements and turning around underperforming business operations to reach growth objectives. Exceptionally skilled at identifying and delivering solutions for people and systems to achieve growth targets. Strong ability to establish customer service practices to increase revenue from existing customers and drive customer satisfaction goals. Proven history of implementing internal systems to create effective practices, automate workflows, and improve employee satisfaction. An accomplished service professional with a proven track record of developing and managing client relationships. Areas of Expertise Customer Success HR Management Billable Resource Management Financial Management P&L Accountability Interpersonal Communication KPI Management Team Leadership Project Management DE&I Executive Management Strategic Planning Customer Service Continuous Process Improvement Career Experience Optimal Networks, Inc., Rockville, MD2001 – 2022 Chief Operating Officer (2005 – 2022) Provided visionary leadership for a 60-person IT-managed services provider offering ongoing and strategic IT management to professional services firms in Northern Virginia, Maryland, and Washington, DC. Led daily operations across HR, Finance, Service Delivery, Client Services, and IT, optimizing processes and increasing efficiency by 35% Analyzed company performance metrics, recommending and implementing strategies that improved overall productivity by 60% Identified and resolved process inefficiencies, leading to a 30% reduction in operational costs. Fostered a strong organizational culture, increasing employee engagement scores by 25%. Achieved 90% billable utilization for a team of 22 onsite and remote resources. Streamlined recruitment and onboarding processes, reducing new hire ramp-up time by 80% Enhanced client relationships, leading to a 20% increase in client satisfaction scores. Key Achievements Successfully implemented EOS, resulting in a 75% improvement in operational efficiency and alignment. Led revenue model transition, increasing Gross Profit on recurring revenue by 30%. Launched three new service offerings, delivering $4.5M in incremental annual revenue. Led the project to convert existing clients from month-to-month to standard 3-year service terms. Managed the acquisition of two companies, increasing client base by 80% and headcount by 120%. Pioneered a training program to develop the next generation of leadership, resulting in the addition of 5 new team leads. Implemented Catalytic Coaching, leading to a 25% improvement in employee performance and engagement. Transitioned to Bamboo HR, reducing administrative time by 50% and improving HR process efficiency. Increased the organization’s reputation as a diverse workplace and became a go-to resource for clients undertaking DE&I initiatives. Client Service Representative (2001 – 2005) Fielded inquiries, processed transactions, and connected clients with proper representatives. Established Client Services role to provide day-to-day support for ongoing clients. Created client relationship framework (proactive touches, upsell services, address service, and relationship issues). Developed a process to record and track client service issues. Improved communication between clients and internal resources to improve responsiveness to client requests. Implemented client satisfaction feedback framework. Additional Experience Project Manager, Computer Associates, Herndon, VA Education Master of Science (M.Sc.) in Management University of Maryland Global Campus, Adelphi, MD Bachelor of Arts (B.A) in English Literature East Carolina University, Greenville, NC Certifications Blockchain in Business: Beyond the Hype, Columbia Business School, New York, NY Managing the Professional Services Firm, Harvard Business School, Boston, MA HubSpot Email Marketing Certification, HubSpot Academy Awards AWE Workplace Excellence Award Recipient, 2007 – 2016 Inc. Magazine’s 5000 fastest-growing companies, 2013 – 2015 CRN Magazine’s Managed Service Provider (MSP) 500 List, 2016 MSPmentor Magazine’s Top 501 Managed Service Provider Nationwide, 2015 National Capital Business Ethics Award (NCBEA), National Capital Chapter of the Society of Financial Service Professionals