David Gorman
Customer Service Manager @ Aqara
About
Seasoned Customer Service Manager with 15+ years of experience leading high-performing teams across diverse industries, including tech, e-commerce, and nonprofit. Proven track record in streamlining support operations, launching products, and enhancing customer experience through data-driven improvements. Adept in cross-functional collaboration, content optimization, and platform management.
United States
New York
Museums & Institutions
Customer Experience, Troubleshooting, Client Relations, Product Testing, Reporting & Analysis, Software Testing, System Testing, Technical Support, Problem Solving, Web Development, Web Design, Hiring, Scheduling, Testing, Guest Services, Visitor Experience, Tour Support, Customer Service Management, Support Management, Supervisory Skills
Experience
Customer Service Manager
Aqara
New York, New York, United States
• Lead US and China-based support teams for smart home tech manufacturer • Troubleshoot technical issues and refine ticket workflows in Freshdesk • Developed automated processes and redesigned ticket forms to boost efficiency • Coordinated product launches on Amazon US/EU, managing content, inquiries, and returns • Edited and corrected copy for websites, mobile apps, and printed materials
Visitor Services
The National September 11 Memorial Museum
New York, NY
• Ensure seamless daily operations and exceptional visitor engagement • Sell tickets and handle cash, vouchers, and credit transactions • Provide strategic feedback to management on optimizing staff retention and visitor experience
Recruiting Coordinator
Scientiae
New York, New York
• Marketed professional development workshops to medical audiences • Managed and reported on web analytics using Google Analytics and Joomla CMS • Designed Excel-based tools with macros and Visual Basic; built presentations in PowerPoint • Verified credentials and managed registration documentation
Customer Service Manager
delivery.com
New York, New York
• Directed a 24-member team handling phone, chat, and email support • Supervised three outsourced call centers to maintain service quality • Introduced ACD systems and QA protocols, enhanced issue resolution and team performance • Utilized Salesforce and Zendesk for CRM and support • Resolved escalated customer issues and coordinated department-wide training
Customer Service Representative
Garrett Wade Co.
New York, New York
- Provided phone and online support for unique product line of tools. - Processed orders and resolved customer complaints. - Submitted claims to shippers for missing or damaged items
Client Service Manager
Track Data Corp
New York, New York
- Provided support for suite of products for professional traders and investors. - Trained clients in use of software at client’s site and over the phone. - Troubleshooting and resolution of client computer issues. - Supported clients at NYSE trading floor. - Extensive testing of new releases.
Education
New York University
Sullivan County Community College
Hotel and Restaurant Management
David Gorman's Contact Information
Phone
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