Darcy Perry Email & Phone Number

Nashville, Tn, Us

Aarburg, Ch

Franklin, Tennessee, Us

San Francisco, California, Us

• Streamlined processes between Product and CX Teams to better align all priorities and move through any type of issues faster with more efficient communication including readouts to C-Suite• Moved team from straight contact center to an inbound call center• Assisted in creating process and procedures for inbound call center • Created TaxOps Team to better serve Postmates and Merchants for 1099s, garnishments, legal liens• Creating and adjusting processes and procedures for inbound call center while working to move tickets to 3rd party vendor to maintain inbound phone SLA• Proposed and executed change to move department operating times to allocate better employee coverage for phones as well as cost savings for twilight pay• Recruited 100+ new employees while working to maintain ~+/-5% headcount• Assisted in building ~20 employees’ career path through mentoring while fostering movement within the company• Aligned teams with assignment of new employees to balance new vs tenured agents on each team to foster a mentor program between agents to streamline questions on the floor• Recruited and hired 6 new supervisors• Currently managing 8 direct reports and approx. 75 non-direct reports

San Francisco, California, Us

• Recruited 40+ new employees to join team to assist in meeting service level agreements• Fostered agent competitions resulting in an increase of agent touches on open tickets from 8 to 12 for timely closure• Collaborated with senior level stakeholders as well as employees to create employee recognition and rewards program to attract and retain the best employees and keep them engaged and productive• Aligned teams with assignment of new employees to balance new vs tenured agents on each team to foster a mentor program between agents to streamline questions on the floor• Recruited and hired 3 new supervisors• Managed 3 Leads and between 40-60 agents while inspiring greater collaboration between Leads and associates• Trained 20+ employees on floor shaping a stronger team and helping meet service level agreements• Enhanced leaderboard to improve insights and drive teams towards target goals and encourage employee competition between teams• Coordinated temporary agencies employees while acting as a liaison between temporary employees, human resources, and senior management

Nashville, Tennessee, Us

• Accelerated Implementation timelines by 2+ weeks to 1+ month• Overhauled the pre-implementation process with a lean process by refining the immediate needs before implementation can start and the after effects• Aligned teams to collaborate with Sales to create a smoother end-to-end sales process to implementation process• Supervised between 5-10 employees across multiple lines of business• Trained 2 employees on new lines of business attaining backups for each employee for seamless transition during vacations, time off, and workload capacity• Demonstrated ability to lead team members, to establish priorities and meet deadlines• Consulted on 5+ Payment Automation clients to ensure implementations would be successful, while working 3+ implementations to completion, resulting in $1M of implementations being completed• Participated in trainings for Situational Leadership and Six Boxes Performance Training fostering a better employee/supervisor relationship

Nashville, Tennessee, Us

• Implemented payment posting automation solution for five clients resulting in the highest Net Promoter Score (NPS) for all implementations • Built and maintained relationships with eleven clients and implemented incremental solutions for those clients resulting in over $900K of additional revenue• Created documentation for new standard processes distributed to team members enabling standard implementation procedures • Collaborated with senior level stakeholders (Product Manager and VP) to create new product-wide information dissemination procedures to ensure team member engagement• Delivered on-site product training to dissatisfied customer and reconciled relationship leading to the highest NPS for customer support team• Coordinated and co-chaired Customer Service Week for entire corporation of 5200 employees resulting in highest employee participation in history of company and received personal accolades from CEO of company• Recognized as a team member who demonstrates company values and delivers extraordinary impact to the business as a winner of the Rise Award

Nashville, Tennessee, Us

• Provided outstanding on-site customer support and arbitrated $11M error resulting in renewed confidence in relationship with company resulting in more services being purchased• Orchestrated support for entire product customer base while group experienced high levels of turnover while continuing to foster strong customer relationships• Interviewed and facilitated the training and on-boarding of two new employees• Supported ten of the most difficult clients with outstanding customer service changing status from ‘Extremely Dissatisfied’ to ‘Extremely Satisfied’ • Delivered on-site training to three clients resulting in the decrease of issues by 40%• Provided on-site training to two new employees in Salt Lake City office creating better understanding of the product and enabling them to resolve issues more effectively which lead to higher customer satisfaction scores and improved resolution times • Trained and supported 2 new supervisors• Recipient of annual incentive trip for demonstrating exceptional performance and consistent demonstration of company values

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Brookville, Ohio, Us

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