Darius Wright Email & Phone Number

West Columbia SC

• Maximized occupancy and service levels through real-time and Workforcemonitoring
• Monitor and manage Workforce staffing in internal and outsourced contactcenters to ensure balancing of staff requirements (attaining similar OT andVTO goals.
• Communicate to internal local staffing and outsource centralized teams toidentify trends in absenteeism, turnover, and other events impactingstaffing availability
• Escalate service level and occupancy miss issues to the necessary Manager,Director or Vice President level, based on time frame and impact.
• Contribute to the Company vision of being the industry leader in customerservice through quality, commitment, courtesy, and teamwork.
• Utilizes scheduling software to determine the proper shift coverage byadjusting center resources to accommodate changes in call volumes,service activity or resource availability at each site

Newberry, South Carolina, United States

• Manage onsite hiring and recruiting engagement
• Facilitate New Hire Orientation classes
• Investigate employee relation issues by referencing company policies, rules, and procedures
• Conduct meetings with the production team to ensure vacancies are filled in a timely manner
• Created an action plan for turnover and absenteeism while partnering with the leadership team to drive initiatives.
• Audit employee I-9 forms to ensure compliance. (E-Verify Certified)

• Record and maintain customer annuity policy information.
• Perform quality checks of all work prior to completion.
• Prepare claim forms and all related documents.
• Develop work plans to ensure work is completed in a timely manner.
• Capture and analyze data for reporting.
• Maintain and exceed established standards for productivity and quality.

• Maximized sales opportunities by responding to digital sales via inbound chats, emails, calls, and any potential communication tools to acquire new customers.
• Solicited existing customers by selling them other products and services.
• Presented, promoted, and sold products/services using solid arguments to existing and prospective customers
• Performed cost-benefit and needs analysis of existing/potential customers to meet their needs.
• Established, developed, and maintained positive business and customer relationships.
• Reached out to customer leads through cold calling.

Columbia, South Carolina

• Served as the primary point of contact on workforce management policies.
• Provided real-time monitoring utilizing IEX and Avaya.
• Served as a subject-matter expert on workforce optimization issues.
• Ensured service level targets were met; maintained the right headcount, and calculated call capacity.
• Responsible for reporting data management activities around employee scheduling and forecasts.
• Improved processes and increased efficiency of operations by recommending necessary changes.

Bachelor Of Business Administration - Bba, Human Resources Management

Associate Of Arts - Aa, Business Administration

High School Diploma