Darren Lloyd Email and Phone Number

• Conduct audit of Closed Loop process feedback and categorize customer comments.• Support and deliver stakeholder reporting, including quarterly, monthly, and in-the-moment reports.• Identify the correlation between action taken and its effectiveness at improving “outside-in” customer insights e.g. NPS score and verbatim, quantifying revenue saved or created as a result of CX actions.• Modeling “what-if” scenarios to drive investment cases, identifying trends in operational performance, and offering reasons for or learning from exceptions.• Identify data points within processes that can be used as KPIs showing process’ effectiveness in delivering the end-to-end promise to customers.

• Lead band in director’s absence, including responsibility for 20+ student musicians, student director, and rental equipment at West Coast Conference basketball tournament in multiple years.• Directed all aspects of band functions including responsibility for 26 student musicians at 2023 Women’s NCAA basketball tournament.• Drummer and mentor to student directors.

Four-month contract with Kelly Services to work as a Voice of Customer Analyst at Sage. Duties included:• Conducted audit of Closed Loop process feedback and categorize customer comments.• Supported and deliver stakeholder reporting, including quarterly, monthly, and in-the-moment reports.• Identified the correlation between action taken and its effectiveness at improving “outside-in” customer insights e.g. NPS score and verbatim, quantifying revenue saved or created as a result of CX actions.• Modeled “what-if” scenarios to drive investment cases, identifying trends in operational performance, and offering reasons for or learning from exceptions.• Identified data points within processes that can be used as KPIs showing process’ effectiveness in delivering the end-to-end promise to customers.

• Contributed to the development and implementation of journey mapping methodology and best practices that identified key moments of truth, gaps, and prioritized areas of improvement.• Facilitated journey mapping workshops with cross-functional teams to identify areas of improvement in the customer lifecycle, leading to successful onboarding of new customers, reduced churn, and customer engagement that increased value realization.• Built SharePoint tool, BI reporting dashboards, and PowerAutomate flows to track Customer Experience (CX) improvement initiatives.• Supported development of a “Journey Mapping In-a-Box” program built to empower regional CX leads to facilitate their own workshops.• Assisted in the setting and evaluation of key CX KPIs at company, region, and country levels.• Facilitated workshops with 10 regional leads responsible for 23 countries to track progress against objectives and coordinate sharing of best practices between regions.• Coordinated, edited, and produced over 20 written and video awards submissions with wins in five categories.• Authored content for global company audience, highlighting customer experience programs and awards won by regional CX teams.• Maintained intranet site and acted as subject matter expert for Unity platform, including audit and update of 50+ intranet pages, applying brand guidelines and best practices during company-wide brand refresh.• Supported global and regional CX teams with graphics and backend support for intranet sites, local and global customer experience programs.• Provided professional photography of colleagues for annual “Success” book highlighting colleague stories.• Supported customer surprise and delight program with copy editing, graphics creation, and photography.• Ensured GDPR compliance with call listening programs by creating and documenting processes to remove personally identifying information from call recordings published on intranet site.

• Created process call flow change requests, applied CX standards as liaison between support staff and IS teams.• Managed peak season messaging project from end to end, gathering requirements, testing, validating, and documenting all changes to Cisco phone system.• Learned and applied project management essentials as part of launch of CX Program Management Office.• Performed one-off data analysis and reporting for CX staff.• Continued intra-day call center management for CRE division in support of broader CX objectives.

• Acted as subject matter expert in SAP platform for approximately 110 staff including team of eight “super users”. • Troubleshoot and educate users in system use and coordinate end-user feedback to developers.• Acted as subject matter expert for Cisco phone system.• Maintained Analyst Procedures Guide for CRE support analysts.• Performed intra-day management to assist call center staff to meet service level metrics.

Promotion from Customer Support Analyst II role. Additional responsibilities:• Maintained intranet web site for employees.• Served as team representative for SAP platform "super user" group and trained employees in its use.• Acted as appointed team lead when manager was out of office.

Promotion from Customer Support Analyst role. Additional responsibilities: • Authored and edited knowledgebase content for both internal and external clients.• Served as escalation support for systems and installation issues.• Provided chat support for customers.

• Provided phone and online support for approximately 6000 customers.• Diagnosed and solved problems by troubleshooting Windows environments, networking issues, and guided customers in use of software.