Frederick Daum

Enthusiast
DISC Type : i

Vice President Contact Centers at National Grid

United States

Overview

Frederick Daum is a utility executive with over 30 years of experience, currently serving as the Vice President of Contact Centers at National Grid. His expertise lies in enhancing customer operations, call center performance, and implementing new technologies. He holds an EMBA from Saint Josephs University.

He serves as a board member for the Museum of American Armor, where he is passionate about preserving the heritage of military veterans. He advocates for educational programs that help younger generations understand this history and has previously been an Adjunct Professor at Fairleigh Dickinson University.

Unique fact: Frederick links call center metrics directly to JD Power survey diagnostic questions to improve customer satisfaction scores.

Personality Overview

Amiable & Agreeable

Story Driven

Optimistic

They are generally friendly, so be careful when relying on their word.  Unlike D or C types, they are convinced more by stories and testimonials. They are more about building relationships than just cutting deals.

Topics They Care About

Call Center Performance
His entire career focuses on improving call center operations. He has spoken at industry events on linking appraisals to everyday call center performance metrics.
Customer Experience
Focuses on directly linking operational improvements and technology to measurable increases in customer satisfaction and JD Power Index scores.
Veterans' Heritage
Serves on the board of the Museum of American Armor, publicly stating his mission to ensure the heritage of military members is never forgotten.

Media Appearances

Frederick has no verified media appearances

Work History

1-2024
Vice President Contact Centers at National Grid
4-2019 - 1-2024
Executive Director of Customer Operations & Energy Cloud at PSEG
9-2013 - 4-2019
Director of Customer Contact and Billing- Long Island at PSEG
9-2010 - 9-2013
Process Integration Manager- Customer Contact at PSEG

Education

2007 - 2008
EMBA from Saint Joseph's University - Erivan K. Haub School of Business

More Information

Social Presence :

Prographics :

Exp : 15 Location : United States Job Level : Senior Designation : Vice President Contact Centers at National Grid
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Insights For Selling To Frederick

During A Call Or A Meeting

DO's

  • Refer to interesting customer testimonials and stress on great customer experience
  • Maintain high, positive energy and convey confidence
  • Speak from experience about success that the product has seen with other customers

DONT's

  • Don’t be too formal with them, they trust informality more
  • Don't be critical or challenge them openly, they can react defensively
  • Don’t ask too many questions in one go, weave them into the flow

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Frederick is

  • Relationships and rapport matter to them, but so does the value of the product.
  • Will you ever get a clear answer from Frederick

  • They will hardly ever say a direct no.

Insights For Deal Planning

    How fast (or slow) will Frederick move?

  • Even when they are constantly engaged, they do not reach decisions quickly.
  • Can Frederick take some risk or not?

  • If it seems really necessary, they can take small risks.

You And Frederick

Personality Compatibility


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