Darren Fields Email & Phone Number

Operations role for 24/7 incident communications team supporting Microsoft's Dynamics 365 and Power Platform services. Drove process improvements, increased team's scope of responsibilities and created and implement reporting dashboards (Power BI).

Bellevue, Washington

Bothell, WA

• Process and people management for three customer-facing teams; two Tier2 technical support teams (Mumbai & US Team) responsible for triaging-resolving client technical issues across multiple background-check platforms..
• Revamped existing KPI’s with a focus on customer-centric behaviors; speed to resolution, initial response time and issue closure time.
• Partnered with Tier3 Technical Support to develop a continuous feedback and training loop increasing individual troubleshooting skills; reducing Tier3 escalations by 60%.
• Analyzed inbound call-volume data and implemented CSR staffing strategies to improve SLA’s, reduce abandon % and align staffing for peak inbound volumes; reducing abandon calls to less than 5%.
• Traveled to Mumbai, India for on the job technical training on Background Check Platform. Put together a strategic plan to get the team up and running in 60 days.

Everett, WA

• Operations management for newly created 240 seat contact center servicing 11K Comcast Technicians across 9-state area. Resource management liaison for staffing, vendor management support, metric analytics, outage.
• Manage a team of 14 agents with a job function of: work order accuracy, troubleshooting and customer care to ensure they delivered a high-quality product.
• Built a team of 22 in-house Subject Matter Experts to support our 240-seat team with assistance on escalated calls (Tier 2 team), team works over 17,000 request a year.
• Vendor and Project Management - Quality program to align with metric changes for the coming year, trained 260 employees on a more challenging program and saw a rise of 8.4% in department motivation with the changes made.
• Work with Vendor Partners to assure alignment with quality program, negotiated new contract for the year with a 16% decrease in cost from the previous year as we maintained the same expectations.

Everett, WA

• Created a Subject Matter Expert team to handle customer escalations, to develop new hires through supporting them in training class.
• Achieved an average of 84% + customer first call resolution rating 2 years in a row, highest in the 200-seat call center. Below 10% truck rolls multiple year through enhancing team training and coaching the team on how.
• Created an escalation program for our agents to support our customers better, which gave back over 200 hours a week back to the leadership team for coaching and developing their agents.
• Piloted dual monitors and zero client network to help with agent efficiencies, software and networking update enhancements.

Everett, WA

• Troubleshoot customers video services.
• Educate customers on products and services.
• Attending trainings to further educate myself in new processes.
• Advanced to “Experience” level in for meeting metrics at a high level.

Kirkland & Redmond, WA

• Managed a team of 8 employees at 2 locations, teaching customer service, following company policies, regulations and food safety guidelines.
• Managed weekly payroll and daily deposit management.
• Produced monthly reports detailed sales trends and forecasting.
• Consistently exceeding, daily, weekly and month sales targets while maintaining cost and keeping employee turnover low.
• Ran cost effective marketing campaigns to lower customer acquisition cost and increase customer retention rate.

• Managed a team of 90 employees at 9 retail locations, through coaching store managers to drive consistency and store compliance.
• Create monthly sales incentive and marketing training for store managers.
• Increase yearly revenue averaged 35% year over year.
• Managed payroll for 90 employees, balanced yearly revenue P&L.