David Rains has over 6 years of management experience and 15+ years of customer service experience. He currently works as an Operations Manager at Insperity, where he has implemented changes to improve customer experiences and collaborated on product changes based on customer feedback. Previously he held roles with increasing responsibility in technical support, project management, and sales. He has a background in IT and business and is proficient in various software programs and operating systems.

1. DAVID RAINS
281-352-1160 | SONGOFDAVIDR@GMAIL.COM | 2718 CRICHTON CT, KINGWOOD, TX.
Profile
A dedicated professional with over 6 years of management experience and 15+ years of customer service
experience. I specialize in creating quality customer experiences, analysis of business operations and the
growth and development of employees.
Experience
Operations Manager | Insperity - Kingwood, TX. | Oct. 2014 - Present
 Collaborate with Product Manager using customer feedback to implement product changes for
improved customer experience
 Implemented changes to improve technical support customer experience which resulted in reduced
handle times, increased first call resolutions and greater customer satisfaction.
 Implemented changes to professional services for a better customer experience throughout
implementation as well as creating new service opportunities.
 Created requirements documents (BRD) and workflow diagrams for use with the NetSuite development
staff to implement Job Costing, Licensing and Provisioning and eCommerce.
 With an understanding of NetSuite function and data relationships, I assisted development staff with
building out sales and support processes for internal stakeholders and third-party partners managing
International customer relationships.
 Implemented NetSuite OneWorld with multiple subsidiaries and eCommerce supporting cross-
subsidiary product promotion and sales.
 Conducted NetSuite testing including functional, regression, user-acceptance, integration and
performance to ensure customer requirements were met.
 Architected and implemented an auto-provisioning system for SaaS product with NetSuite, product
development, and marketing team members.
 Worked with finance and NetSuite teams to implement processes to ensure Sarbanes Oxley compliance
 As a member of the Leadership team we were responsible for developing and implementing business
strategies that resulted in beating revenue forecasts and reducing operating expenses.
 Lead and participated in monthly leadership team strategy meetings.
 Develop and manage budget for operations group.
 Developed and executed a major business shift from desktop sales and development to a SaaS model,
which included managing the financial impact of revenue recognition transitioning to a reoccurring
revenue model.
 Worked with various levels of the organization including Director of Finance, VP of Pricing and Cost
Analysis, President, report writers and District Sales Managers to develop processes and procedures
allowing internal teams to utilize our organizational software as a sale and service tool.

2. 2
 Collaborate with VP of Sales and Channel Manager to support extensive growth into channel with SaaS
and Desktop applications. These include development of provisioning mechanisms for both product
lines, sales and service processes to support channel customers, and development of supplemental
resources for channel partners wishing to sell and implement our solutions.
 Developed metrics and dashboard to track support and professional service statics for evaluating
effectiveness and cost of service.
 Performed annual reviews and regular employee development discussions to ensure employee
alignment of up to 7 employees who report to me.
Technical Support Supervisor | Insperity – Kingwood, TX. | Apr. 2013 – Sept. 2014
 Manage a team of three Technical Support Specialists and one Lead Technical Support Specialist.
 Conduct annual Performance Reviews and Goal setting activities
 Establish career paths and training requirements to achieve them
 Manage Phone, Email and Chat queuing systems
 Establish and implement criteria to improve service levels resulting in a 5% reduction in call
abandonment
 Regularly provided feedback to specialists to improve communication skills and improve overall
customer experience.
 Work with Division Leadership Team to develop support paths for Channel partners
 Assisted Division Leadership Team with planning for future growth opportunities and staffing needs
based on forecasts.
 Develop and utilize reports to identify customer service levels and determine areas of opportunity
 Assist with Project based initiatives to identify opportunities to expand the brand and support division
growth
Associate Support Engineer | Insperity – Kingwood, TX. | Mar. 2010 – Apr. 2013
 Serve as escalation point for issues that could not be resolved by Tier 1 or that needed to be
submitted to the development team for review and resolution.
 Developed support material for new issues to be utilized by Tier 1
 Implementation and maintenance support for applications
 Analyzed issues to determine the best means of resolving customer issues
 Received Escalated cases for highly emotional customers and either resolved the issue or educated the
customer regarding software limitations.
 Developed and Utilized test scenarios for PerformSmart legacy software being implemented on Win 7
 Developed and utilized test scenarios for new PerformSmart SaaS software during development and
Beta environment
 Created or modified graphics for documentation and new website using, Photoshop CS4, Fireworks CS4
and Illustrator CS4
 Worked with overseas design team to develop and implement new website.
 Bug Tested SaaS applications and website and documented in TFS
 Designed, implemented and maintained internal SharePoint site containing financial data, graphics &
support documentation which is utilized by management and all support specialist.

3. 3
Associate Software Support Specialist | Insperity – Kingwood, TX. | 2007 – 2010
 Provide Tier 1 Technical Support for HRTools desktop and online software applications
 Provide Customer Support via phone and email
 Managed issue resolution by creating, developing and tracking cases through to completion using
Netsuite
 Assist customers with software usage and provide service to resolve customer issue
 Developed reports for call handling metrics in call center environment
 Assist second level technician in creating, maintaining and updating resolution resources for technical
support specialist
 Assist in beta testing current HRTools.com website
 Recommend product updates and revisions based on customer feedback and product usage
 Assist in marketing Insperity customer support services and specialist training
 Developed and implemented training program for management and technical support specialist on
HRTools software, case management software and call resolution process
 Developed and implemented procedures for first call resolution goal
 Provide technical and general information for prospective software customers
 Cross trained to support benefits queue
 Provide product training and Marketplace product awareness via weekly contact center meetings
Sales Representative | Dealermade – Kingwood, TX. | 2006 – 2007
Student Aid | Kingwood College – Kingwood, TX. | 2005 – 2006
Customer Service Liaison | Oatey SCS – Arlington, TX. | 2003 – 2005
Department Manager | Electronic Discount Sales – Arlington, TX. | 2002 – 2003
Co-Manager | Gadzooks, Ft. Worth, TX. | 2002 – 2002
Store Manager | Rue 21, Ft. Worth TX. | 2000 – 2002
Education
IT – Software Emphasis | Western Governors Univ. – Salt Lake City, UT. | 2007 to 2012
Business Marketing | Western Governors Univ. – Salt Lake City, UT. | 2006 – 2007
Skills

4. 4
Software: Microsoft Office, Microsoft Access, Netsuite ERP, PerformSmart, OrgPlus, OrgPlus RealTime,
Descriptions Now, Policies Now, Performance Now and People Manager, Sharepoint Designer, Apple
iWork Office Suite, Sitefinity CMS, Square Website Development, Photoshop, Dreamweaver ,Illustrator,
TFS, some SQL. Apple OSX, Windows 7 & 8, Ubuntu, Safari, Chrome, Firefox
Certifications: CIW Web Design Specialist, CIW Web Professional, Software Portion of A+ Certification,
CompTIA Project+, Netsuite Essentials Certificate
Awards & Acknowledgements
Multiple Promotions | Insperity
Employee of the Month | Insperity 2015