Derek Barrs Email & Phone Number

Pacific Region

Colorado Springs, Colorado Area

Provide ongoing training for Gateway customer service agentsDeveloped Ongoing training policies and procedures.Improved training efficiencies and retention by 25% Facilitate new-hire training for AT&T business end user care

Oversee and manage production environmentDirect relationship with Vendor Manager on daily basis with a focus on Client services aspectsResponsible for a headcount of 140+ employees Manage cost saving efforts through headcount management and metric attainmentDecreased handle time from 1800 to 960 seconds overallImproved Quality 92% or above averageCreate policy and procedures to exceed client, operations, training and corporate expectationsDevelop and train first level management team

Provide ongoing training for AT&T customer service agentsMaintained an annual retention average above 90%Facilitate new-hire training for AT&T business end-user care

Oversee and manage production environment with focus on Client metric attainmentCreate and deploy policies and procedures to accomplish company and client goalsInterview and hire new employee base Responsible for a headcount of 180+ employees Directly managed 11+ Supervisors Decreased Site handle time by 23.7% overallDevelop and train first level management team Manage cost saving efforts through headcount management and metric attainmentConduct weekly focus groups with employees and management to determine areas of improvement for employee satisfactionMaintain relations with client services, account managers, quality assurance, training, and payroll departments in order to deliver results on ongoing programs and initiativesPromoted two direct reports from Team Managers to Operations

A.S, Business Administration

Education record