Darrin Smith Email & Phone Number

Dallas-Fort Worth Metroplex

Dallas-Fort Worth Metroplex

➤ Leadership: Led a team of 100+ and restructured the Global Customer Experience team as the pioneer Executive Leadership Team member, boosting team efficiency across 6 countries.➤ Customer Satisfaction: Revolutionized the Global Support organization via the implementation of a tiered support system based on case complexity, eliminating support backlog and.

Dallas-Fort Worth Metroplex

➤ Management: Directed a leadership team of 4, establishing the Global Customer Experience department, fostering a cohesive global service strategy and decreasing turnover by 10%. ➤ Revamped the defect resolution process by introducing a new escalation model, leading to a 60-day reduction in the development cycle for critical defects, streamlining product.

Fort Worth, Texas, United States

➤ Leadership: Led a team of 10+ direct reports, enhancing performance and career development, while instituting a new escalation model that slashed key defect resolution by 60 days.➤ Transformation: Designed KPIs to transform service delivery, evidenced by a CSAT increase from 80% to 91%, a cut in response times from 19 hours to 3.5 hours, and halving.

Irving, TX

➤ Crafted and executed a reverse logistics strategy for the Microsoft Devices Group’s new products, cutting recovery times by 8% and decreasing associated costs by 20%.➤ Orchestrated global support operations, enhancing repair and logistics efficiency, which improved process flow by 10% and ensured 100% compliance with international regulations.➤ Fostered.

Dallas-Fort Worth Metroplex

➤ Successfully led a team to achieve a 10% annual reduction in software-related repair volumes, optimizing device performance and customer satisfaction across the Americas.➤ Process Optimization: Led a team of 6 to execute process improvements, decreasing unwarranted repair claims and increasing customer satisfaction by utilizing Lean Six Sigma.➤ Led.

United Kingdom

➤ Led a global team delivering end-to-end support, managing 30+ mobile applications, which contributed to a user base expansion across hundreds of mobile device models.➤ Vendor Partnerships: Streamlined vendor and partner management for crucial relationships, implementing performance management strategies that increased process efficiency by 25%.

Farnborough, England, United Kingdom

➤ Managed vendor relationships and oversaw performance for Sega.com/Seganet's online gaming and ISP services, encompassing eCommerce, telephony, and IT operations.➤ Designed and implemented comprehensive support flows, enhancing customer experience by developing training materials, contact procedures, and an interactive voice response (IVR) system.➤.

Denver, Colorado, United States

➤ Reporting to the Director of Contact Center Operations-responsible for managing a team of 40 care agents. ➤ Hired, trained, coached, and mentored all managers and agents for our contact center operations. ➤ Main point of contact for client, responsible for reporting KPI's (CSAT, Handle Time, Resolution Time) and issue resolution. Led all campaigns in.