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 improvement and best practices.Responsible for executing strategic imperatives of Dubber and Customer Operations.

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 for ensuring effective resource planning to maximize productivity.Developed and executed improvement process plans.Assigned and tracked KPI’s to ensure quality targets were met.Analyzed contact center metrics trends and team performance to identify improvement areas.Served as point of escalation for customers to ensure customer issues were resolved.Created a culture of discipline and focus towards customer issues.

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 center Tier 1 and 2.Set key performance metrics, analyzed team performance and created reports isolating areas for improvement.Oversaw workforce management solution for effective staffing size and forecasting.Established budgets to drive efficiencies and set expectations for annual and monthly spending.Provided customers, clients and partners with logical trouble-shooting to resolve operation issues.

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 leaders, and integrated and centralized support from acquired entities from across the globe.Developed department SMART goals leading to increased accountability and transparency, resulting in increased customer satisfaction score of 30% from 2018 to 2019 YTD.Developed and monitored annual department budget, including breakdowns for three lines of business.Instituted management team to oversee agents and focus on product performance, resulting in promotion of numerous agents into management and SME roles.Presented metrics to the executive team in monthly reviews.

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 customer's likelihood to respond to survey 40% through agent coaching and incorporation interactive reminder for customer to compete survey. ■ Design and implement a system for earning achievement badges, increasing employee engagement significantly.

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%. ■ Delivdred5% growth representing customer support department as member RegOnline Product Growth Committee, including billing and finance, product, marketing, and account managers.

Bachelor Of Arts (B.A.), History

Associate Of Science - As