Derrick Sharp Email & Phone Number

Aurora, CO, US

Denver, Colorado, United States

Denver, Colorado, United States

- Successfully led project to replace call center communication platform for U.S. and Canada that housed phone, email, and chat, and IVR. Coordinated build, training, and roll-out on an extremely short deadline with minimal impact to the business. - Developed and executed a comprehensive two-year success roadmap for enhancing the call center communication.

Denver, Colorado, United States

- Led a team of 15 to 20 associates in a high paced business to business sales and service environment. - Redesigned the quality assurance program with a heavy focus on driving engaged conversations, sales/up-sales, and customer experience.- Drove career path discussions with my peers to start creating a more diverse set of paths available to front line.

Englewood, Colorado

• Held responsibility for assessing and pursuing opportunities across the business, as well as developing tests to refine solutions to scale out to the enterprise. Streamline efforts through collaboration with Project.
• Through strong project leadership efforts, dramatically increased enterprise improvements across cost of business and customer satisfaction.
• Developed a software pilot for over 500 employees, which reduced project completion time by six months and saved over $1m in associated costs.
• Strategically led agent testing of a complete procedural documentation revamp of over 1000 documents used by over 30K employees.
• Significantly enhanced ability to scale tests through hosting issue identification and problem-solving sessions with employees to determine issues and present value-added solutions.

Englewood, CO

• Coordinated all resources for the flawless execution of large-scale projects to deploy across the enterprise. Ensured all projects were delivered on-time, within scope, and within budget. In addition, developed key.
• Successfully coordinated software rollout and training for over 200K employees through cross-functional collaboration.
• Led testing and preparation for 44 sites for software deployment.
• Acknowledged for driving software usage from 15% to 75% by partnering with leadership to resell the added value, address adoption concerns, share best practices, and hold outliers accountable.

Englewood, Colorado

• Strategically positioned team of up to 20 Technical Support Agents to surpass ambitious objectives by monitoring performances and delivering weekly coaching sessions. Served as member of the Issue ID task force.
• Introduced proactive price change discussions with customers, leading to a 20 NPS improvement, reduced customer retention spend by $1 a call, and reduced churn by 5%.
• Recognized for Top 10 enterprise wide performance out of 400 teams.
• Reduced performance read out preparation time by 50% and improved cross-team functionality through the development and establishment of new standards.
• Commended for shaping the Continuous Improvement Management System and identifying any arising adoption issues early on.

• Within high-volume customer support role, addressed and resolved diverse client needs to ensure retention and satisfaction. In addition, assisted front line agents and supported management in identifying performance.
• Played integral role in a pilot that resulted in a customer contact rate reduction of 30% and provided more correct and consistent answers.

Education record

International Business

Education record