Darrell Hacker Email & Phone Number

Cincinnati, OH

• Manage day-to-day operations of busy online shop and accompanying blog
• Promoted products on multiple channels, including social media and online ad campaigns

Mason, Ohio, United States

• Serves as the primary contact for customer issues via inbound call support
• Troubleshoot customer problems, identify the root cause of the problem and use tools and resources appropriately to determine a resolution

Springdale, OH

• Apply effective negotiation and interpersonal skills to sell a high-volume of tires to customers
• Proactively identify and address the repair and maintenance needs of customers
• Demonstrate the benefits and features of all company products
• Productively manage client relations to encourage their repeat business, sales, and satisfaction

Erlanger, KY

• Provided dynamic technical support to clients with desktop, laptop and smart phone issues
• Promptly reconciled customer technical issues within time-sensitive deadlines and budgetary constraints
• Displayed a friendly and professional demeanor when handling a high-volume of incoming calls
• Break-fix support to laptop/desktop (mainly dell and HP)
• Hardware and Software troubleshooting

Mason Ohio

• Create monthly/yearly analyst score card audits resulting in consistent SLA attainment.
• Conduct monthly analyst one on ones to discuss their career plans; this mentoring has prepared 7 analysts to be promoted into internal management positions.
• Coordinated analyst coaching sessions to drive team performance from a 3.2/5 to 3.8/5 in less than 6 months.

• Simplified the design of business processes, this realignment of process lowered analyst talk time by 20 seconds per call.
• Interfaced with customers to identify account process and cost savings improvements.
• Pioneered training courses, workshops and methods that improved analyst resolution rate by 3%.

• Commended for consistently achieving all account service level goals.
• Managed VPN support services.
• Accountable for ACE Securid database account administration.
• Hands-on Blackberry support experience

Cincinnati, Ohio

• Involved in daily operations of electronic sales generating $1 million annually
• Provided floor sales leadership and support for eight associates
• Managed and maintained displays as indicated by planograms, end cap, and bulk stack instructions
• Educated customers on available product options to meet and exceed customer service experience
• Investigated and resolved customer complaints or issues to strengthen store reputation and grow customer retention

Bachelors; Associates Of Applied Science, Technical Management, 4.0/4.0 - Summa Cum Laude

Activities and Societies: Socirty For Human Resource Management, American Marketing Association, Alpha Chi Society

Associates Of Applied Science - Electronics Engineering Technology, Electrical And Electronics Engineering, 3.9/4.0 - Summa Cum Laude

Activities and Societies: Student Council Class President 1997-1999, National Vocational Honor Society Induction 1999, Student Academic.