Darren Britt Email & Phone Number

Plano, Tx, Us

• Directed and managed the day-to-day operations of 7 Front Line Managers ranging from Fraud Credit Card, Fraud Deposits, & Fraud Savings accounts, ensuring seamless workflow adherence to established operational standards• Developed and executed comprehensive strategies to detect, prevent, and mitigate fraudulent activities in client operations, resulting in 100% capturing of customer verification information and notations documented and ready to share to client for tracking… Show more • Directed and managed the day-to-day operations of 7 Front Line Managers ranging from Fraud Credit Card, Fraud Deposits, & Fraud Savings accounts, ensuring seamless workflow adherence to established operational standards• Developed and executed comprehensive strategies to detect, prevent, and mitigate fraudulent activities in client operations, resulting in 100% capturing of customer verification information and notations documented and ready to share to client for tracking purposes• Instituted key performance metrics and conducted regular performance evaluations, fostering a culture of accountability and continuous improvement among team members, resulting in notable improvements in fraud detection accuracy and operational effectiveness• Oversaw operations for startup department, scaling from 2 to 4 Front Line Managers, increase agent count from 17 to 45 agents, with an additional 10 escalations agents• Collaborate with client’s workforce management team to ensure precise scheduling aligned with client projections and expectations• Manage budgeting and resources of call center departments Show less

• Acted as the primary point of contact and decision-maker in the absence of the Operations Manager, assuming critical responsibilities and ensuring seamless operations during their absence• Led and supervised the day-to-day operations of a banking call center within a BPO environment, working closely to improve team stats for a team of 2 Front Line Managers, while managing team of 12-16 Escalations Specialists ensuring exceptional support for various banking concerns for mobile banking… Show more • Acted as the primary point of contact and decision-maker in the absence of the Operations Manager, assuming critical responsibilities and ensuring seamless operations during their absence• Led and supervised the day-to-day operations of a banking call center within a BPO environment, working closely to improve team stats for a team of 2 Front Line Managers, while managing team of 12-16 Escalations Specialists ensuring exceptional support for various banking concerns for mobile banking customers• Managed and optimized workflow processes to ensure efficient call handling, resolution of customer inquiries and adherence to service level agreements (SLAs) established with client requests• Collaborated closely with banking clients to understand their specific service requirements, key performance indicators (KPIs), and operational goals, tailoring call center strategies and processes to meet & exceed client expectations• Established and monitored key performance metrics for department, conducting weekly follow ups with FLMs showcasing performance evaluations, coaching, and training information provided to front line agents to show performance outcomes• Manage regulatory audits, ensuring compliance with banking industry standards and data security protocols in all center operations, implementing corrective action as needed• Orchestrated and led project focused on reducing chat Average Handle Time (AHT) from 4 to consistent month over month 1.95 mins, meeting client’s 2-min expectations Show less

• Participating in hiring, training, and preparing call center representatives & supervisors• Manage and leading a team of 12-16 Call Center Supervisors, who assist frontline associates with complex customer issues, as well as fulfillment on policy exceptions, escalated calls, and complaints• Developing and implementing procedures for handling and resolving escalated customer complaints• Position supervisors for future growth, proving readiness of leadership roles by working on… Show more • Participating in hiring, training, and preparing call center representatives & supervisors• Manage and leading a team of 12-16 Call Center Supervisors, who assist frontline associates with complex customer issues, as well as fulfillment on policy exceptions, escalated calls, and complaints• Developing and implementing procedures for handling and resolving escalated customer complaints• Position supervisors for future growth, proving readiness of leadership roles by working on skills such as teaching/training, presentations, and/or assigning temporary leadership• Monitoring and analyzing call center metrics to identify areas for improvement and to ensure service level goals are being met• Collaborating with other departments, such as IT and HR, to ensure the call center has the necessary resources and support• Reporting to senior management on the team’s performance and progress Show less

Plano, Texas, United States

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints while finding solutions according to clients’ expectations• Ensuring agents understand and comply with all call center objectives, performance standards, and policies• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary• Drives continuous improvement through trend reporting analysis and metrics… Show more • Hiring, training, and preparing call center representatives to respond to customer questions and complaints while finding solutions according to clients’ expectations• Ensuring agents understand and comply with all call center objectives, performance standards, and policies• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary• Drives continuous improvement through trend reporting analysis and metrics management.• Demonstrates a commitment to customer service; anticipates, meets, and exceeds expectations by solving problems quickly and effectively making customer issues a priority• Oversee nesting group, to ensure agents are prepared for distribution to supervisor and into production Show less

Heathrow, Florida

• A designated liaison for questions or concerns from peers• Hire, coach, train, mentor, and supervise up to 20 agents within a Customer Service and Sales environment• Assist with side by sides to improve daily statistics and to meet department expectations• Motivate agents to meet and/or to exceed all customer service satisfaction goals• Develop work schedules and assign duties to direct report personnel to ensure efficiency• Evaluate employees’ job performance and… Show more • A designated liaison for questions or concerns from peers• Hire, coach, train, mentor, and supervise up to 20 agents within a Customer Service and Sales environment• Assist with side by sides to improve daily statistics and to meet department expectations• Motivate agents to meet and/or to exceed all customer service satisfaction goals• Develop work schedules and assign duties to direct report personnel to ensure efficiency• Evaluate employees’ job performance and recommend appropriate personnel actions and work closely with Human Capital department • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work• Maintained confidentiality of bank records and client information Show less

Hampton

• Hire, Coach, Mentor and Supervise up to 20 agents within a Customer Service and Sales environment• Evaluate performance with key metrics (Calls Handled, Average Handle Times, Transfer Rates, etc.)• Motivate agents to meet and/or to exceed sales goals• Motivate agents to meet and/or to exceed all customer service satisfaction goals• Prepare and deliver End of Day Reports entailing daily statistics and updates• Provides direct services to customers requesting escalations

Glen Allen, Virginia

Conducting complex and intense account research • Use critical thinking to solve complex customer issues • Consulting and coordinating with other LOBs to resolve cardholder concerns • Following up with cardholders on account issues that emerge from agent questions • Delivering information about trends and training needs to appropriate process owners • Identifying areas of potential process improvement within role • Assisting with coaching agents who are looking to… Show more Conducting complex and intense account research • Use critical thinking to solve complex customer issues • Consulting and coordinating with other LOBs to resolve cardholder concerns • Following up with cardholders on account issues that emerge from agent questions • Delivering information about trends and training needs to appropriate process owners • Identifying areas of potential process improvement within role • Assisting with coaching agents who are looking to improve daily/monthly goals • Provide direct customer service to customers Show less

Glen Allen Virginia

Maintaining product visibility and stock awareness • Customer support in the form of clothing choices, suggestive selling, size requirements, online orders, final sales and returns, and purchase issues • Engaging and connecting with customers to assist with needs • To achieve or exceed daily sales goals • Provide tips to coworkers on how to achieve daily sales goals

Richmond, Virginia Area

Assists with the accurate maintenance, reconciliation, and retention of the accounting records of 5 DSA agencies • Daily review of CARS (Commonwealth Accounting and Reporting System) Error File and HP3000 daily reports • Edit reports in order to identify keying errors • Serve as back-up to Accounts Receivables desk • To port AR transactions to the AR ledger in an accurate and timely manner • Maintains and monitors pending transaction file on a daily basis