Darren Barkey Email and Phone Number

As Team Manager I manage between 7 - 15 agents within our Call Delivery space. Functions include;Daily/Weekly/Monthly Productivity Reporting.Completing payroll reports for HR.Monitoring and following up on tickets with agents.Testing systems and processes.Finding solutions to complicated issues.Supporting agents with day to day duties.Supporting agents personal development and growth within the company.In addition to these standard duties I have also been involved in a number of globally affecting projects for the company. Working with stakeholders from multiple other departments at various levels, up to and including VP level.Most notably when the offices in each region were being brought into singular globalized processes and systems I was a key stakeholder for our department in EMEA. Working to ensure the decided processes were as effective as possible while also being logical for our agents. This involved participating in meetings with managers and directors from the other regions and being willing to speak up on any concerns with the proposals, suggestions to improve them and highlighting other aspects that needed to be reviewed.In a recent months I have also been involved in a project to create our own proprietary systems and remove the need for 3rd party systems. This involved working with other teams such as Dev teams & QA's. Firstly to explain our needs from the system, then give direction on design and how we would want it to work and finally testing.

The role involves troubleshooting issues the Call Delivery Team are having when running calls, updating processes & protocols to ensure a high level quality of service is maintained and reporting on service & quality levels.I have also been heavily involved in managing the legacy systems of a recently acquired company, ensuring calls on these systems are set up and run smoothly.

This role involved running teleconferences – this included setting up the conference on our systems, conducting sound checks with speakers, troubleshooting any queries they had, opening & closing the conference, hosting Q&A sessions & monitoring sound levels.

The role at Oxford involved outbound dialling to IT freelance consultants so they could be added to my database and then put forward for positions where their skills were needed. Contacts were found by searching social sites such as Linkedin & Xing but mainly by getting referrals from other consultants I was already in contact with. There were various targets & KPI's that had to be met.

During my time at Abtran I worked on 2 different accounts, Sky TV and Electric Ireland.I worked on the Sky TV account from September 2008 to December 2012. The role involved taking inbound calls from prospective new customers & explaining the product to them and helping them decide on the best products & services for them. There was also an aim to upsell to higher packages where possible. There were various different sales targets and KPI targets to be met.For a period of approximately 3 months during this I was asked to take on a support Team Lead role when there was a large increase in staff numbers on the account. While undertaking this role I managed a team of 15 new starters. Aswell as managing the team & compiling performance reports there was a lot of coaching involved to help everyone on the team.I worked on the Electric Ireland account from December 2012 - September 2013. This role involved answering incoming calls & dealing with the customers queries. These queries were mainly in the area of billing, faults, setting up or moving accounts. All information had to be recorded on the customers accounts and certain KPI's had to be achieved.