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 contactsExemplary track record of motivating and leading teams to deliver an industry-leading Customer Service Experience with an unwavering focus on the basic, essential skills necessary to thrive as an agent in a Support CentreDirectly responsible for the successful execution of project implementation, quality control, employee development, processes, and calls center solutions. Responsible for employee evaluations, quality control programs, payroll, billing, and account profitability.Provided sound financial management in achieving profitability goals in-line with corporate objectives and site targetsEnsured development of the sites leadership team via effective succession planning and leadership development

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 competitive.As a solutions architect, conceptualized, designed and assisted in the implementation of new and existing contact centre systemsLed teams through the full solution implementation lifecycle (i.e. plan, design, build, deploy)Provided technical recommendations and advise on contact centre technology investments that will align with the organization's business and strategic objectivesdemonstrated expertise in a specialization and reputation as a trusted business advisorApplied project management fundamentals to structure projects for success by managing scope, quality, budget, risks, issues, vendors, teams, and stakeholder relationshipsBuilt strong relationships with senior client executives, client teams and key stakeholdersDeveloped and managed vendor relationshipsLed teams of talented Consultants while coaching them to their highest potentialLed RFP responses or proposals, build market eminence, and pursue new client opportunities

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 Financial, Blockbuster Canada, Future Shop and Best Buy, Apple Canada (iPhone), Sunlife Financial, Minister of Finance and Readers Digest.Managed implementation and ongoing maintenance of programs across contact centre.Managed development of service policies within contact centre, consistent with overall business strategies. Accountable for meeting contractual service standards and formulating and implementing efficiency initiatives aimed at lowering cost of sales and improving service standards. Assisted in annual budgeting and accountable for budget adherence for contact centre.Responsible for performance management including motivating, training, developing, and evaluating contact centre management team. Ensured that direct reports employed effective performance management strategies for supervisors and employees.Liaised with client services, sales and clients, to continuously improve operational effectiveness, and build and maintain a strong team relationship.Provided operational input into sales and client services for new business proposals.

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 Best Buy. Monitored accounts' performance to ensure all contractual service levels met or exceeded;Established and nurtured client relations by maintaining regular contact to ensure assigned accounts issues were effectively met and/or exceeded performance expectations;Oversaw and participated in formal quarterly client reviews;Coordinated annual client satisfaction surveys and analyzed results for improvement opportunities;Identified new growth opportunities with existing clients;Acted as point of escalation for client-related issues, ensuring escalations acknowledged, tracked and addressed on a timely basis while keeping Senior Management apprised of their status and resolution;Oversaw client reporting to ensure reports completed accurately and in a timely manner;Solicited addition of new projects or opportunities with existing clients;Hosted, presented and participated in site visits and tours for potential new clients. Ensured facility and customer service operational potential presented well, while maintaining client confidentiality where required and appropriate.Oversaw assigned accounts' annual sales forecasting and budget preparation, and monthly accruals for accurate P&L reporting. Monitored P&L results monthly and held accounts and facilities/office management accountable for achieving monthly and annual financial targets;Ensured accounts were effectively tracking billable functions and preparing monthly invoices ensuring prompt and accurate billing to the client;

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 time, % guaranteed, QA%, and test call results. Clients; Avis and Budget Rent-a-Car. Held team monthly meetings and exhibited caring attitude to build a sense of teamwork.Awarded merit increases and performance appraisals in a timely manner.Encouraged use of "open door", Suggestion Box, People Circle participation.Followed-up with staff to provide recognition to appropriate supervisors/teams no later than two days after stats produced.Considered at least 10% of team members for promotional opportunities.Oversaw accountability for location of agents at all times.Controlled turnover to no more than previous year's %.Directed all aspects of employee development including; succession planning, assessing individual needs and developing enhancement programs and administer corrective action as appropriate; met aux % goal, ASA, AIT, and Forced Busy.FOLLOWED-UP SUPERVISOR OBSERVATIONS FOR COMPLIANCE WITH RESERVATION POLICIES AND PROCEDURES.Assisted client with reservation-related concerns, such as interpretation of denial reports and effective use of their database information.Actively practiced decision-making and provided opportunity for staff to utilize decision making and initiated contact with visiting clients in the Center.

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 good organization structure, leadership development, and delegation.Established goals and objectives for Centre with over 400 associates. Managed ASA, ATT, AHT, and all service levels and created and implemented action plans to motivate individual team members to achieve goals.Analyzed and investigated operational procedures, work with Supervisors to make improvements and execute change.Developed individual plans with associates to improve selling techniques, analyze statistical date and develop actions plans for improvements. Managed Call Centre within budget/forecast at targeted performance levels

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 National Concern Telephone calls, routing from the president at our region office. Coordinated and dispatched written national and corporate concerns. Directly responsible for customers seeking to contact President of UPS Canada.

Biology/Biological Sciences, General

Business And Arts

Bachelor Of Science Degree, Biology

SKILLS/COUSRES