Darren Carson Email & Phone Number

• Manage the Reservations Department staff in both the Strasburg and Branson offices, resource systems and the processes employed to gather, compile, verify, analyze, correct, report, record and update reservations data.
• Develop department staff: Hire, supervise and conduct performance appraisals for direct reports. Identify training requirements.
• Establish and oversee the structure for ongoing quality assurance, training, coaching and mentoring.
• Prepare and manage the Reservations Department budget.
• Where applicable, assist in designing, researching and tracking customer data, sales information and controls.
• Oversee the structuring and implementation of departmental work assignments and schedules as well as establishing time and attendance expectations.

• Responsible for managing incoming e-mails from donors, volunteers and displaced Katrina victims.
• Made sure thousands of e-mail were responded to and sent to the correct departments. This process alone allowed several hundred donors and volunteers to be sent to help in our disaster relief efforts as well as our.
• Assigned each Customer Service Representative (CSR) a Calls Per Hour (CPH) goal. This allowed each call to be handled in a timely manner. Part of the incoming call volume was directly from Katrina victims as well as.
• Scripted call and e-mail responses to better handle the number of donors, volunteers and victims on how to meet their immediate need.
• Conducted weekly one-on-one with staff to establish and review goals and needs of the business.

• Managed 480 customer service representatives, 50 lead coaches, 20 supervisors and 2 assistant managers in a call center environment.
• Provided customer service to clients. Interfaced with Human Resources in areas of recruiting, training, hiring, employee discipline and discharge to maximize performance of the call center.
• Maintained a safe, fair and consistent environment, free of harassment, and discrimination.
• Provided leadership through skillful decision-making that impacted quality of business.
• Oversaw, scheduled and supervised call volume of more than 60,000 incoming customer calls daily. Managed average handle time (AHT), ACD, service level and scheduled adherence. Managed costs through effective.

Aa, Business

Education record