Daryl Rucker Email & Phone Number

Atlanta, Georgia, United States

AS AN ACCOMPLISHED SENIOR MANAGER OF A CUSTOMER CONTACT CENTER, I BRING OVER A DECADE OF STRATEGIC LEADERSHIP EXPERIENCE IN GUIDING AND TRANSFORMING CUSTOMER SERVICE OPERATIONS. BY ORCHESTRATING CROSS-FUNCTIONAL TEAMS, I DRIVE OPERATIONAL EXCELLENCE AND ELEVATE CUSTOMER SATISFACTION THROUGH INNOVATIVE SOLUTIONS. MY EXPERTISE IN DEVELOPING AND IMPLEMENTING CONTACT CENTER STRATEGIES, OPTIMIZING WORKFLOWS, AND LEVERAGING TECHNOLOGY ENSURES SEAMLESS INTERACTIONS AND EXCEPTIONAL SERVICE DELIVERY. I AM ADEPT AT FOSTERING A CUSTOMER-CENTRIC CULTURE, EMPOWERING TEAMS, AND DRIVING PERFORMANCE TO ACHIEVE ORGANIZATIONAL GOALS. MY TRACK RECORD OF ENHANCING EFFICIENCY, REDUCING COSTS, AND IMPROVING CUSTOMER METRICS UNDERSCORES MY COMMITMENT TO DRIVING SUCCESS IN CUSTOMER CONTACT CENTER OPERATIONS.

Greater Atlanta Area

Build and lead an effective team to handle the day to day operations of the TSD- Customer Contact Center.Motivate and support employees to thrive in a fast-paced, productivity-driven work environmentIdentify, research and resolve complex system problems.Identify and manage escalation procedures and ensure service levels are maintained.Use Key Performance Indicators to evaluate staff for optimal performance.Motivate and engage the agents to be productive and accountable through positive communication and feedback (Employee Engagement).Develop and implement procedures and guidelines for process improvement.Establish and maintain effective working relationships with staff and business partners.Demonstrate strong verbal and written communication skills.Establish and maintain effective working relationships with staff and business partners.

Atlanta, Georgia, United States

Supervisory accountability for team of 15 direct report employees in the support of 20+ Government customers and 300+ State and local government entities. Plan workloads and delegate to staff. Championed training, coaching, motivating & counseling employees while establishing KPI’s and managing the performance by setting objectives, assessing performance, placing employees on performance improvement plans, and recommending disciplinary action. Provide resolutions for diverse range of customer service issues including voice, data, IP, and Ethernet. Managed team with LAN/WAN networking responsibilities.⬜Collaborated with ACD engineers in the development of pilot process for consolidating 3 separate Network Operating Centers (NOC) into one team for all after-hours/overnight support in 24/7/365 center⬜Successfully created and implemented plan to increase Net Promoter Score (NPS) and Customer Satisfaction Surveys resulting in 30% increase in both scores⬜Transitioned Alpharetta Custom Solutions Center to Cary, NC; collaborated with IT on software project to create new CPE module into existing ticketing system, resulting in increased efficiency