Derrik Garhart Email & Phone Number

Greeley, Colorado, United States

Overseeing call center operations, I take prime responsibility for crafting high-impact strategies to yield favorable business outcomes. I also enforce automation best practices, including RPA and workflow management, to increase workplace efficiencies. Aside from that, I develop and track key performance indicators (KPIs), key objectives, policies, procedures, and work instructions for the department. I also supervise training and development efforts to hone staff competencies while proactively identifying staffing needs to ensure goal fulfillment. In accordance with that, I administer performance appraisals and render valuable feedback and recommendations to supervisors and managers. In my capacity, I spearhead the end-to-end implementation of several programs and projects to drive organizational growth and development, such as the speech analytics program and various operational projects for PFC's digital transformation. I also pilot numerous initiatives, from inception to completion, including a new website pay portal, different communication channels (email, SMS, and chat), conversational AI, and a cutting-edge gamification platform for agents. Furthermore, I utilize Microsoft Power BI to uncover new opportunities and monitor performance trends and KPIs.

Greeley, Colorado, United States

Greeley, Colorado, United States

During my tenure, I facilitated hands-on training for new and existing collectors while arranging floor incentive contests to motivate teams to work at peak performance. Accordingly, I systematized annual reviews and monthly one-on-ones. Apart from that, I handled all PFC file inventories and collection pool queues with the utmost organization. I also acted as the liaison between collectors, the legal department, and client services to streamline vital communications. Further, I executed a broad range of tasks, including the design and monitoring of latitude collection workflows, the creation of collectors' compensation plans, call escalations, KPI management for the collection department, and issue resolution.