Darren Andree Email & Phone Number

Boise, Idaho, United States

Boise, Idaho, United States

• Created a fully operational remote chat contact center in just over 6 weeks, performing at the same level the previous contract holders were performing after 6 months• Oversaw operational contact for our state government account for any escalations, reporting, or information regarding the contact center• Maintained claimant facing contact in accordance with state and federal laws and mandates• Our inbound chat team of 90 agents handled on average 20K per week, supporting a 7 day a week center.• Provided weekly detailed reports to C-Level executive leadership• Developed multiple business processes including attendance, performance, quality, and SLAs• Direct supervision of 2 managers with a team of 15 supervisors supporting teams of 15 front line contact center agent and adjudicators.• Team completed over 35,000 unemployment claim and adjudications per month for our client

Boise, Idaho

• Manage multi skill, multi channel call center environment remotely • Manage the staffing allocation for a GSA contract handling for the Federal Service Desk • Lead development of forecasting and scheduling models to improving efficiency and accuracy to the workforce plans • Develop and maintain KPI dashboards for multiple business channels • Provide daily reports of all agent and business activities • Create and deliver analysis on forecasting, performance, and schedule events as needed • Create and maintain IVR flows, recorded professional audio menu recordings for AWS

Boise, Idaho, United States

• Led the creation of a new call center from concept to completion • Led the NICE inContact CXOne and the forecasting/scheduling implementation • Acted as beta tester for new NICE inContact scheduling system • Developed KPI for the new business, provided daily reporting of all agent and business-related results • Managed the planning, design, and implementation of strategic processes

• Developed detailed agent task reporting for different business units in order to gauge productivity on an organizational, center, manager, and individual level • Created analytical and strategic reporting on work flow and staff utilization for multiple business units on a daily basis • Implemented outside technician and field efficiency reporting for Regional VPs and Directors to analyze cost vs workload • Created and presented visual presentations for VP and higher level executives detailing multiple opportunities for efficiency • Single point of vendor validation of shared savings, saved the company over $250K after identifying gaps in reporting • Developed force to load forecasting models to strategically size the workforce to workflow • Utilized custom models to gauge staffing size to meet budget requirements, customer service, and service levels • Provided staffing and spending recommendations to leadership managers after analyzing overtime costs and service requirements

• Organized and implemented quarterly bidding process for shifts for 6 centers, 350+ agents • Provided in-depth analysis of KPIs on a daily basis to formulate strategic staffing and overtime plans on an ongoing basis

Boise, Idaho, United States

• Managed a 10-person data specialist team on the daily operations of the WFM desk • Developed training materials for multiple operation functions, delivered to multiple business sites • Directed call traffic and call routing manually between Qwest centers and vendor sites • Manage Skills based, multi channel call center environment remotely and onsite • Project manager for the operational side of payroll automation • Supervised schedules and work load of 500+ full-time employees at three call centers on a rotational basis using Excel, Access, and NICE IEX TotalView • Supervised the operational conversion from legacy Lucent phone system to an Avaya VOIP based system • Consistently employed negotiation skills to secure productive relationships between the company and union leadership

Boise, Idaho, United States

• Managed a team of 20+ HSI screening consultants • Recognized for successfully mentoring and coaching individuals to the highest performing team over 3 quarters • Tracked and analyzed results specific to center, team, and individuals to ensure my team was at the top of the center in all metrics

Bachelor’S Science, Business Administration It Management

Biology

Activities and Societies: Phi Sigma Kappa