Darla Thiel Email & Phone Number

Phoenix Az

Provide strategic and tactical direction, guidance and experience to the implementation of contract for Level 1 and Level 2 support.Manage customer needs and requirements, communicating regularly to ensure compliance Oversight of management of contact center staff to exceed customer SLAs Lead project efforts to identify, analyze and implement efficiencies that will contribute to increased margins Responsible for identifying and recommending process and quality improvement initiatives within the business Lead and participate in business process review activities and apply statistical tools and lean principles in process re-engineering initiatives Projecting , planning, and controlling Operational activities to include establishing priorities for resources and reporting and resolving conflicts Provide coordination with GD Health Solutions internal resources and CDC's internal programs as necessary Initiate organic growth opportunities within the confines of the CDC contract Provide Capture and Proposal support for HCSD opportunities

Phoenix Az

Responsible for identifying and recommending process and quality improvement initiatives within the business.  Perform operations analysis through data analysis, trending, research, and investigation of facts, and creation of reports for the purpose of process improvement Developed a comprehensive corrective measures plan to improve current performance from below 70% to an 85% average within 12 months.  Participate in and lead business process review activities and apply statistical tools and lean principles in process re-engineering initiatives Led a CAPA activity to complete non conformances identified through an internal ISO audit event. Initiatives led to ISO re-certification with no non conformances or issues. Support coaching, mentoring and monitoring as needed Provide operations support for contact center services

Phoenix Az

Support the development of the CRM strategy for EDS which includes design, build and optimization a multi site multi geography delivery model. Performed contact center audits globally to review performance against call center metrics,develop new business strategies and establish new management structures.Led the development and deployment of a certified quality management program across the global enterprise.Developed Command Centers in UK and NA to monitor and manage contact center performance across continents.

Developed over 100 contact center processes in support of a multi vendor management delivery model.Performed contact center operations audits for prospective clients in effort to gain new businessProject management responsibility for a team of contact center experts to develop an the optimized delivery model for a vendor management product to support the CRM portfolio of business.

Managed and coached a high-performing team of 12 supervisors in mulit site 200 contact center. Areas of responsibility included command center and control desk, e-mail and white mail support, escalation desk and Quality Management and Training Management. Account relationship responsibility for key clients including Saab, Saturn, Cadillac/Hummer and MIC divisions within the GM CARS organization which led to significant add on business and increased revenue.Vendor management responsibility for third party transportation vendor with emphasis on daily performance management, SLA management, contract/team agreement development. Oversight of a center-wide transformation project to attain COPC certificationSuccessfully managed the transition of the GM Roadside Assistance account from Phoenix to another vendor and the closure of the Phoenix Contact Center. Recognized as a key contributor to the success of the transition and closure as customer satisfaction and client satisfaction exceeded high performing top box standards.Led the development of the vendor management delivery strategy for a $750 M EDS pursuit

Planned the training strategy for migration of call center business from Omaha NE to Phoenix AZManaged, Designed and implemented the training strategy for the new contact centerCoached and managed a team of up to 8 training professionalsPartnered with internal and external customers to provide training solutions at the agent and supervisory level.Supported new business acquisitions for Fortune 500 companies such as Pepsi, Kraft/General Foods, Nestle and United States Postal service through the development of training strategies to support the business requirements while conducting tours, traveling to client sites and participating in oral presentations.

Supervised the second site migration of a high end coffee continuity program; Designed and delivered soft skills, product and sales training to new and existing customer service and telesales representatives for high end coffee continuity program. Partnered with the client to perform on-going product training and recognized by client with "Customer Obsession Award" Created Quality monitoring criteria for Inbound and Outbound representatives supporting the continuity program.

Led team of 12 agents in highly specialized group of 50 + clients including transaction types for order entry, dealer locator, information only requests and customer service.Recognized for consistent high performance within the work group and the development of off the bench talent.

Education record

Registered Coordinator- Vendor Management Organization Standard Six Sigma for Contact Centers- Yellow Belt Certification Auditor.

Product Management Bootcamp

Secondary Education/English

Activities and Societies: Alpha Phi Sorority- Cheer Team CaptainSecondary Education/English