Darriane Elledge Email & Phone Number

Castle Rock, Co, Us

• Notated and Coached various agents on rotation for their customer service and sales skills.• Assisted in implementing S.M.A.R.T. goals such as creating an overall lessthan-10% error rate throughout the call center. • Assisted in creating documentation for the Quality Assurance team to better enhance the flow and consistency of feedback given to agents in different departments.

• Managed payroll inquiries and resolved issues for employees and contractors, ensuring timely and accurate responses.• Assisted in addressing and clarifying tax-related questions, providing guidance in compliance with tax regulations.• Supported cross-departmental needs, including customer service, email and inbox management, and training initiatives, contributing to overall operational efficiency.

Remote

• Participated in interviewing prospective candidates for customer service roles, assessing their suitability for the position.• Coached and trained potential new hires during interviews and mock calls to evaluate their skills and readiness.• Compiled detailed reports and provided feedback on each candidate’s strengths and areas for improvement.• Created comprehensive reports evaluating new candidates' potential for success within the organization.

Greater Denver Area

• Provided detailed coaching and feedback to various agents on a rotating basis to enhance their customer service skills.• Assisted in setting personalized, achievable goals for each agent, contributing to a 6% reduction in call flow and customer service errors.

Aurora, Co

• Supervised 10-15 employees across different departments on a nightly basis, ensuring smooth operations and team coordination.• Efficiently handled customer complaints and concerns, providing timely resolutions to maintain customer satisfaction.• Reviewed and analyzed profit and loss (P&L) statements nightly to monitor financial performance.• Interpreted and applied labor reports to optimize workforce management.• Managed the complete hiring and full-cycle recruiting process… Show more • Supervised 10-15 employees across different departments on a nightly basis, ensuring smooth operations and team coordination.• Efficiently handled customer complaints and concerns, providing timely resolutions to maintain customer satisfaction.• Reviewed and analyzed profit and loss (P&L) statements nightly to monitor financial performance.• Interpreted and applied labor reports to optimize workforce management.• Managed the complete hiring and full-cycle recruiting process, from candidate sourcing to onboarding.• Oversaw weekly inventory management and prepared related statements to ensure accurate stock levels and cost control. Show less

Denver, Co

• Managed a remote team of approximately 20 representatives, overseeing daily operations and ensuring optimal performance.• Administered the company’s social media network, engaging with customers, addressing concerns, and handling incoming inquiries from the customer support team.• Personally developed and implemented a comprehensive training module to enhance team efficiency and skill development.

Aurora, Co

• Mediated daily travel-related concerns, addressing issues such as bed bugs, cleanliness, check-in problems, and rebooking to ensure customer satisfaction.• Acted as an intermediary between hosts (homeowners) and guests, facilitating communication and resolving disputes related to home-sharing arrangements.• Trained in Quality Assurance, ensuring adherence to established standards and processes to improve service quality and operational efficiency.