Darryl W. Email & Phone Number

Toronto, Ontario, Canada

Strategic leadership in a startup, overseeing production forecasting for domestic goals, new brand launches, and global expansion. Direct responsibility for operations sector budgeting, P&L, and stakeholder coordination. Management support for operations and production teams, contributing to ISO 9001 certification. Key role in hiring decisions, resulting in a 25% increase in staff.Achievements:• Increased production efficiency by implementing automated processes, resulting in reduced labour costs by 30%, compared to the previous 12 months. Improved overall profit margins and streamlined operations.• Achieved 25% revenue growth and exceeded production goals by 50%. Streamlined processes, resulting in 20% reduction in costs. Enhanced company reputation.• Implemented a streamlined process for tracking production times resulting in 20% reduction in delivery times.• Championed predictive maintenance strategy to reduce equipment downtime by 50%• Doubled product throughput and increased production output by 50%, enabling a 20% increase in revenue.• Direct oversight of 2 Operations Mangers, and 14 supervisors, dotted line of 120 staff members• Created SOP's for operations team, resulting in improved efficiency and reduced, driving growth and streamlining processes.

Brampton, On

Led a dynamic team of 3 customer service, 3 application support, and 1 return authorization representative. Managed order processing, ensuring timely warehouse handovers for promised delivery. Directed returns and monitored work distribution. Conducted bi-weekly coaching sessions, fostering employee development and goal achievement. Integral member of a collaborative operations team, uniting Customer Service, Inventory Management, and Warehousing for streamlined operations.Achievements:• Created KPI's for the team and created the reporting tools to assess performance.• Raised on-time delivery from 72% to 89% over the course of 12 months.• Created and developed a call and email monitoring program, to assess agent’s adherence to company expectations.

Ajax, On

Oversaw daily operations for a moving company, managing schedules and routes for two trucks. Coordinated activities at a federally bonded warehouse, ensuring optimal staffing for each job. Provided customer service on-site for residential and overseas moves. Managed job costs for profitability, checked items into the warehouse, and optimized its layout. Led hiring, training, and development of staff for efficient operations.Achievements:• Reduced monthly material costs by 16% through extensive sourcing of new vendors• Partnered with a leading SEO and image control provider, resulting in increased customer feedback and improved SEO placement with Google. This increased revenues, and enhanced company reputation.• Redesigned 5000-sq.ft. warehouse optimizing floor space, as well as vertical space. Bringing in new storage vaults, racking systems, and scaffolding. This design allowed for an increase in retained profit by $40,000 in the first year by offering long term storage on site.

Toronto, Canada Area

Managed a team of 29 B2B Customer Support and Technical agents, supporting VIP specialists for highest revenue clients. Provided remote support to teams in Vancouver and Montreal, ensuring KPIs were met. Led forecasting for optimal staffing, maintained service levels, and addressed escalated issues. Conducted interviews, hired, trained, and built teams. Conducted face-to-face visits with high-value accounts facing service issues. Collaborated with internal teams and third parties for a seamless customer experience, handling escalations for Senior VP and CEO.Achievements:• Built a department from the ground up. Developed KPI’s, call and case quality models.• Quarter over quarter improvements in case closure rates. Over three years, productivity had increased by 112%• Lead project manager in creating and implementing new inbound queue for national customer service team. Driving an increase in customer satisfaction• Created and implemented a call and case quality monitoring program, providing the department with direction and guidelines that need to be followed, to create positive customer interactions.• Refined and implemented a VIP program, for high revenue, high-need accounts, which has increased in size by 40%. Providing the ability to maximize profits from the largest dealer groups.• Mentored several agents, to leadership roles within the organization.