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Celebrating 15 Years of Growth & Change with David Stepps

David Stepps, a Senior Client Account Manager, has been working with DDC FPO since the beginning. To honor his 15th anniversary with DDC, we sat down with David to discuss his experience working for DDC, the evolution of his position, and how the industry has changed since he started.

How has DDC advanced in the past 15 years you have been working here?

When I first started working at DDC, we were in the process of partnering with our first freight client.  There was a lot I needed to learn about the freight industry. Since then, not only have I gained experience within the industry, but DDC has become a leader in BOL processing for the freight industry, processing one-third of all bills of lading (BOLs). DDC offered one service when I started: Freight bill entry. Today we offer nine additional services to our freight clients and are constantly evolving.

Tell us more about your role.

As a client account manager, I am responsible for understanding our clients' needs and how our services can help them achieve their goals. I work with clients and our team in the Philippines to guide both teams through discovery, training, rollout, and, eventually, processing in a live environment. In addition to understanding contractual requirements, I ensure our teams meet required target metrics and serve as a single point of contact for both teams, ensuring clear communication during the project's life cycle.

How has client account management evolved since you started at DDC?

As technology continues to evolve, so does our ability to connect effectively with clients. The tools used to track performance for the client account manager have drastically improved. By implementing dashboards, we could move away from our manual tracking methods and genuinely utilize the technology available to us through automation. Individual project performance and detailed client metrics were made available following our migration to the dashboards, as well as in-depth visibility for our entire organization. Our effective use and understanding of the value of technology allowed us to positively impact our clients, achieve cross-department goals, and connect like never before.

How have you seen business process outsourcing (BPO) evolve since the start of work from home by client teams?

I was curious if I'd like to work from home because I'm social. I loved stopping by a coworker's office to chat about their day and exchange ideas. I learned you can still have those conversations and stay connected; it's just virtual now. One major pro to working from home is the time saved by not driving to and from the office. There is more time to focus on work-related activities than sitting in traffic.

What are the primary KPIs we report to clients?

The metrics vary from client to client because each program offered is tailored to the client's specific needs. For most projects, we track accuracy, completion time, and volume.  This data is tracked from the first day of live production so metrics can be reviewed to see how things are trending from week to week, month to month and year to year.

What are the key things clients should know or do to help us help them?

One of the most important things clients should know is that communication and transparency are key. Clients trust us to handle a process they have been doing for years. Things they might take for granted as common knowledge might not be evident to us initially. Small things can sometimes have a more significant impact on the success of a project. I’ve often said, “you can never give us too much information.” Good communication will yield better results during the early stages of discovery and testing.

What are you most proud of accomplishing in the past 15 years at DDC?

I've onboarded and worked with numerous clients during my time at DDC, which has only helped me better understand the industry. As our staff has grown, I've enjoyed mentoring new employees and helping them understand how the BPO business works. It is gratifying to share my experiences and knowledge with others.

What do you love most about working for DDC?

The relationships I have developed with my coworkers. While there have been many changes over the years, the one constant is working with a great team. We are lucky to have a group across all departments. Everyone understands that when we all work together, good things happen.

What is your favorite memory from your time working at DDC?

One of my fondest memories was my first trip to the Philippines to see our operation. We traveled with two clients interested in seeing our facilities and meeting their Philippine-based teams. During our trip, we experienced some local attractions, tasted local food, and got to know our coworkers better. We got to meet our coworkers from multiple sites. It was a great experience.

Congratulations on 15 years, David!

For more information on DDC FPO and our suite of Freight Billing solutions, connect with us.

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