Darrell Holliday Email & Phone Number

Dallas, Texas, United States

Dallas, Texas, United States

Responsible for ongoing development and scaling of support and success functions in North and South America.Assist with key accounts post-activation, as well as major incident management and changes.Responsible for coaching and developing the Service & Support Team and ensuring team meets SLAs and KPIs.Responsible for escalation management, process.

Remote

Led global customer support organization and oversaw day-to-day team operations.Primary objectives included combating culture issues, decreasing attrition, and developing subject matter experts within the department to drive higher levels of customer service and productivity.Responsible for hiring, training and coaching team leads and agents.Responsible.

Southlake, Texas, United States

Led development and implementation of end-to-end call and chat quality assurance methodologies.Primary objectives included relationship management, process improvement, customer advocacy and staff recognition.Oversaw Quality Assurance members on-site and led staffing through effective workforce management and forecastingResponsible for outsourced call.

Plano, Texas

Led customer support management team, including over sixty agents in global customer support organization.Implemented an aggressive offshore planning project resulting in a reduced staff cost of $500K+ annually through migration of direct hire roles to offshore vendors with no impact to customers.Aligned policies and company objectives with department.

Plano

As supervisor, I oversaw a customer-centric team of 12 trusted advisers tasked with guiding policyholders and agents. I worked to build and develop teams through candidate interviews and employee performance reviews. I was able to:■ Establish a top-performing team in Safeco Brand, consistently averaging among top 5 from 42 teams across country.■ Enhance.

Dallas, TX

I managed a supervisor overseeing 22 tier-1 and tier-2 agents supporting multiple software products on a global scale. My leadership:■ Led teams to exceeded expectations, consistently scoring 93%+ in, customer satisfaction.■ Gamified metrics with animated PowerPoint board game recognizing performance and increasing department's satisfaction average 3%. ■.

Bachelor Of Arts (B.A.), History

Associate Of Science - As