Daniel Bechtel

Daniel Bechtel is the current Head of Service Delivery for Appdome in North America. Prior to this, they served as the Director of Customer Experience for Appdome from December 2021 to November 2022. Before their time at Appdome, Bechtel was the Director of Global Customer Support for OverOps from March 2018 to December 2021. In this role, they were responsible for building and managing the company's multi-channel support organization. This included defining the support strategy and establishing all processes and measures to manage customers and internal departments. Bechtel also defined and implemented the relevant tools, technologies, processes, and people necessary for the role.

Some of Bechtel's key accomplishments during their time as Director of Global Customer Support include defining the service vision and measures for Service Level Agreements (internal and external), implementing a new customer support portal and processes covering customer community, Knowledge Base, and Best Practices to provide a better self-service and customer experience, redesigning, implementing, and migrating the company's documentation to a new documentation site, implementing and building federated Search capabilities (Algolia) integration into Zendesk portal to provide search capabilities across all resources for better self-service capabilities, implementing escalation process, Bug triage process, and Sev1 daily standups across multiple company departments to decrease time to resolution and increase customer satisfaction, defining, building, and implementing customer surveys and subsequent follow-ups as well as implementing customer feedback features in our product