Darby Del Duca Email & Phone Number

Clarksville, Tn, Us

Pittsburgh, Pennsylvania, United States

•Manage and monitor Workforce platforms and data •Regular reporting on all KPI’s on Service metrics•Analyzing call data to find optimal times for meetings/training and company events •Tracking Agent availability and usage with PTO, Unplanned time off, Overtime, and Flex time •Investigate call data to find the best hours of operation for the contact center •Conducting weekly meetings with leaders to maintain flow of communication to the workforce team on critical changes•Reporting metrics on company call volume and loss ratio

• Analyzing sales data and tracking operational changes• Successfully manipulate large data sets on inbound and outbound calls to identify trends and maximize production. • Optimize agent scheduling of 150+ agents to coincide with call center traffic. • Oversaw Dialer training and created content on how to utilize the Dialer. • Responsible for staying up to date with new intelligent Dialer projects. • Create call flow systems to route calls accurately by state of purchase. • Responsible for creating reports and collecting data within Salesforce.

Franklin, Tennessee, United States

• Sales data collection and analysis.• Creating spreadsheets and graphs to depict trends• Administrative management over 60 employee accounts in Salesforce and Dialer. • Report creating utilizing Salesforce database and Ring DNA operating system. • Providing support in implementations and management directives. • Sending out detailed reports of information including funds received and payments on weekly and quarterly basis. • Weekly updates to Juxtaposition reporting. • Keeping track of changes in the market of business and looking for different areas of possible improvement.

Clarksville, Tennessee, United States

• Organized study groups• 1 on 1 instruction with over 85 students • Working with students to help them understand key concepts• Teaching skills to improve academic performance • Providing students with positive and constructive feedback• Led study groups in groups ranging from 1-10 individuals

Clarksville, Tennessee, United States

Director of the honors residence hall on campus with a staff of four, which I trained, managed, and oversaw. Led meetings and committees within the housing department. Oversaw programs within the building by my staff. Managed the housing office on duty nights and responded to situations all across the campus.