Darrell Crow Email & Phone Number

Honduras

Primary Roles and Responsibilities: Home Construction, Day Care Center & Micro-Loan ProgramProject Lead for construction planning, design, material handling, management and project completion. Interviewed most vulnerable families and inspected current living conditions of potential new homeownersDeveloped and maintained core relationships with city leaders and organizers. Organized weekly meetings with city Mayor and new home owners to review progress of home building project, owner responsibilities and field questions or concerns.Promoted sustainable community development by empowering families to be engaged and involved in the building of their new homes, and by promoting leadership within the new community.Employed and supervised team of 15 Honduran men to build the new homes. Built 28 new homes and provided the keys to the families at no cost.Oversight of day care center operation which served the needs of 50 children ages 2-7.Managed staff of 8 of whom were responsible for the care, nurturing, education and Christ focused teaching.Donor Relations Coordinator for the Sponsor-A-Child program and Construction projects by providing humanitarian stories, photos and videos.Responsible for management of facilities, staff and communication. Prequalified individuals wanting micro-loans for their businesses - bakers, machinists, store owners, door makers, clothing sales.Promoted trust within the community by meeting weekly with each Micro-loan recipient either in person at their place of business or in a group setting.Taught biblical principles on “how to budget your money.”Successfully graduated 15 people in first Micro Lending Cycle.

Arlington, Texas

14 years experience with Contact Center analytics, technology and supportSubject matter expert for Aspect eWFM and RTA, Verint Ultra, Avaya CMS and Web ChatProvided internal technical support solutions across multiple contact center sitesResolved call center technology problems encountered by local and regional end-users.Analyzed, tested, consulted and provided recommendations on new potential technologies to be moved into production.Provided training, coaching, technical support and mentoring during the implementation phases for all new and or upgrades to Aspect eWFM & RTA contact center analytical technology.Provided implementation oversight of Aetna enterprise-wide contact center technology applications. Monitored incoming call traffic and provided projected call volume forecasts and projected needs based schedules. Created and maintained consultative relationships with internal and external customers, while providing technical assistance and product development support.Partnered with internal business segments with development and management of Aetna’s Business Continuity Plan

Fort Worth, Texas

Ensured exceptional customer and employee experience in alignment with organization’s goals through the engagement, development and retention of the highest performing team in the industry.Setting and communicating the highest expectations to maximize employee potential and all available resourcesContinuously facilitating real-time and win/win decision-making through employee involvement and empowermentConstantly delivering effective coaching, mentoring and training to achieve the highest performance expectations resulting in a team that is technically excellent in their fieldCreating a positive work environment to ensure talent retention by:Continuously acting as a role model and company ambassadorEstablishing and sharing a clear and consistent visionBuilding productive relationships with individuals and teamsIdentifying and developing future leadersCelebrate team successes and share results with peersProactively engaging in personal leadership development and continuous learning about all aspects of the businessMaximizing the organizations quality/service metrics by actively engaging employees in process improvements and problem preventionProactively working to assist others in achieving the organization’s objectives