Danny Darsey Email & Phone Number

Greenville, Sc, Us

Greenville, Sc, Us

Bedford, Nh, Us

• Provide staffing schedule recommendations based on consistent and accurate analysis of historical call volume data and forecasted call volume. • Analyze and provide recommendations on daily scheduling procedures to ensure effective utilization of resources. • Prepare and present trend analysis reports to identify and anticipate call volume fluctuations. • Analyze real time and historical data to provide recommendations for productivity improvements • Create ad hoc call center reports and prepare, analyze and present findings. • Oversee Intra-Day management of changes to schedules and base schedule change process. • Build call center scheduling periods, and provide staffing models to fully support meeting service level goals. • Establish long and short term planning forecasts for multiple lines of business. • Maintain and produce Verint standard operating procedures for Analyst and Scheduling Specialist. • Identify and implement Verint software tool improvement opportunities • Provide subject matter guidance to Leadership.

Nashville, Tennessee, Us

➤ Assisting internal clients in the implementation of technical systems and software/hardware solutions, evaluating client needs, developing configurations that support business processes and defining and executing on delivery and implementation plans.➤ Compiling and charting client data, configuring company software systems, assisting clients in the use and operation of those systems, and assisting consulting staff in the implementation process to optimize system potential including working closely with project consultants to disseminate requirements and finalize launch workbook and other configuration documents.➤ Participating on implementations as directed by the project managers, conducting system testing for inquiries "outside the box" and providing troubleshooting that may be achievable in configuration rather than in development or manual while balancing multiple projects and following through on project deadlines.➤ Working independently and collaboratively, providing a continuous flow of information between the interfaces team and the consultants and project managers for individual projects and providing remote assistance in the use and maintenance of software, maintaining a positive, consistent, informative working relationship.➤ Performing payroll analyses and labor cost comparisons, reviewing results with consultants, team members, and stakeholders, and completing project documentation such as project status letters and implementation guide updates.➤ Responding to vice president and senior management requests to assist with the development and administration of special projects including the deployment of the Verint 15.2 Workforce Optimization Software module to all business units in whatever combination suited their needs, successfully deploying the software to 3 business silos covering 70 teams containing 800 employees and contractors

Nashville, Tennessee, Us

➤ Created short-term and long-range forecasts by analyzing current and historical trends as well as incorporating business insights and intelligence on promotional activities and other factors, creating work schedules that align with the workload to ensure a consistent customer experience.➤ Provided the first step in a multi-phase process, problem solving by working with the Erlang C formula and determining labor costs in conjunction with the forward planning analyst to determine the FTE requirement and inputting resulting data to the annual operating budget which drives hiring plans throughout the year.➤ Conducted regular regression analyses to identify relationships between metrics and to build forecasting capabilities through statistical tools and reviewed historical data for trends and abnormalities, maintaining logs and documentation and communicating critical items to senior leadership in an actionable fashion.➤ Conducted regular stress-test modeling to identify breakpoints in business processes associated with customer interactions and explored alternatives modeling such as identifying cost-savings potential associated with better utilization of existing resources in contrast with adding resources to combat business issues.➤ Reviewed collected data and challenges analyses for validity/integrity and fielded requests from senior leadership associated with new business initiatives to conduct requirements estimations, assign costs, determine return on investment, and develop implementation timelines.

Nashville, Tennessee, Us

➤ Performed data analysis and developed summaries and recommendations on programs and projects for the service team regarding forecasting, volume, and staff scheduling, created and maintained reports and documentation including ad hoc reports as requested.➤ Assisted with interviewing and hiring agents and provided supervision, coaching, and information for the call center team and evaluated individual performance of team members through live observation, monitoring, and QA using positive reinforcement techniques to improve individual and team performance and designing and implementing motivational programs for team members.➤ Acted as liaison with remote telephony associates in Nashville TN and enforced department rules fairly and consistently according to policy, administering corrective action when appropriate and conducted fair, objective, and accurate performance appraisals.➤ Led teams in achieving performance targets and served as point person for all issues related to staff complaints or concerns, initiating and communicating a variety of personnel actions including employment, termination, performance reviews, and disciplinary action.

Nashville, Tennessee, Us

Nashville, Tennessee, Us

➤ Supervised a team of 15 senior phone agents supporting multiple products, counseling agents on proper procedures and ensuring agents were aware of goals and striving to meet those goals.➤ Established and oversaw implementation of key metrics designed to measure department and individual team performance, monitoring programs and procedures through a dashboard to ensure customer satisfaction.➤ Developed and monitored the application of operating systems including policies and procedures, operating structure and information flow, ensuring work production volume meets product/service standards and exceeds quality standards.

Nashville, Tennessee, Us

Nottingham, Nottinghamshire, Gb

Associate’S Degree, Emergency Medical Technology/Technician (Emt Paramedic)

Bachelor Of Science - Bs, Business Administration

Education record

Call Center Operations