Darrell Mccullough Email & Phone Number

Responsible for managing operations of 8 different clients 365 days a year.Set up existing 70 seat contact centreDeveloped existing KPI’s and managed development of service policies within contact centre, consistent with overall business strategies contact centre process and procedureServed as an effective business partner to a variety of external client.

Responsible for the delivery of a broad suite of "impact consulting" services and end-to-end solutions, helping large and mid-market organizations plan, grow, structure, and technology-enable their business. Ensure we provide the business experience, technical knowledge and implementation skills to turn clients' challenges into solutions and make them more.

Managed operations of 600-seat contact centre. Oversaw operating systems including policies and procedures, operating structure, and information flow. Recommended and implemented service standards and ensured quality consistency. Responsible for achieving annual objectives and meeting/exceeding operational budget. Major clients included: President's Choice.

Reported to Vice President, Operations & Client Services and responsible for managing and directing service bureau contact center including day-to-day operations, facilities maintenance, client relationships, employee welfare, training, development and morale, while achieving financial targets. Major clients included; Coca Cola, Industrial Alliance, and.

Directed, developed, and oversaw total job performance of Reservations Sales Supervisors, Assistant Supervisors, and Sales Agents through regular team meetings to review key result areas. Also ensured all policies, procedures, and changes were being addressed and communicated effectively to the sales floor. Achieved goals for: conversion, average talk.

Opened the Staples Regina Call Centre and managed telecommunications process to ensure quality service to both external and internal customers.Developed and implemented planning activities including forecasting short and long term strategies, staffing and budget managementDeveloped a highly motivated Management Team and an outstanding organization through.

Supervised Freight Collections Department consisting of 50 employees. Responsible for weekly $40MM trial balance, management of bad debt, and forecasting future business plans. Other duties were core process redesign, employee training and evaluations, skill assessment tracking.National Concerns Coordinator/ Assistant to President of UPS CanadaAnswered.

Biology/Biological Sciences, General

Business And Arts

Bachelor Of Science Degree, Biology

SKILLS/COUSRES