Drayven H. Email & Phone Number

Seattle, Washington, Us

Cupertino, California, Us

Managed home-based technical support team for chat/phone advisors - T1, T2, Mac+, Business Chat, Apple Pay, MSS, Continuity, Apple WatchCompleted four Area Manager backfills coaching and developing team managers and supporting their growth as well as their teams and the line of businessDrove the successful launch of Apple's Business Chat platform, overseeing the entire process from initial concept to full-scale implementation.Focused on improving efficiencies, processes, and created goals that deliver resolutions and improved results Coached, developed, and mentored Advisors on practices, procedures, and customer satisfaction in monthly one on ones, team meetings, and impromptu settingsFocused on identifying behavioral opportunities to support growth and elevate the customer experience and ensure the team is meeting and exceeding all KPIsUtilized data analytics and customer feedback to identify trends and opportunities for process improvements, leading to a 25% reduction in escalations and service issues.Created, implemented, and launched Employee Engagement Initiative throughout Org to boost morale, culture, and inclusion

Directed full-cycle recruitment processes for high-volume positions, resulting in a 40% reduction in time-to-fill and a 25% increase in qualified candidate pipeline.Implemented innovative sourcing strategies, including social media recruitment, employee referrals, and niche job boards, leading to a diversified talent pool and a 30% decrease in external hiring costs.Developed and executed campus recruitment programs, fostering partnerships with universities and colleges, and increasing the hiring of top-tier entry-level talent by 20% annually.Led a team of recruiters to exceed hiring targets and quality metrics, providing mentorship, training, and performance feedback to ensure team success and professional development.Established and maintained vendor relationships with staffing agencies and recruitment platforms, negotiating contracts and optimizing services to meet budgetary constraints while delivering top-tier talent.

Washington, Dc, Us

Identified and sourced highly specialized engineering, scientific, computer science, and business operations talentDeveloped innovative sourcing strategies and managed recruiting campaigns for specific on demand opportunitiesConducted moderate to highly complex internet applicant searches across several technical disciplines while also utilizing networking, conference lists, social media, and industry researchPre-screened candidates for basic qualifications, interest level, salary range, and visa status

Executed all sourcing and full cycle recruiting for technical, corporate, engineering, and contract positions.Opened and established 32 new call centers throughout the United States and overseas.Orchestrated the optimization of call center operations, driving a 25% increase in first-call resolution rate through the implementation of streamlined processes and advanced technology solutions.Directed a team of 200+ customer service representatives, consistently exceeding service level agreements (SLAs) with a 95% customer satisfaction rating.Implemented data-driven performance metrics and KPIs, resulting in a 20% improvement in average call handling time and a 30% reduction in employee turnover within one year.Led initiatives to enhance employee engagement and morale through targeted training programs, recognition initiatives, and career development opportunities, resulting in a 15% increase in employee satisfaction scores.Developed and executed strategic plans to expand call center capabilities, including the integration of omni-channel support, leading to a 20% increase in customer reach and engagement.

Implemented strategic recruitment initiatives resulting in a 30% reduction in time-to-fill for critical positions, enhancing organizational agility and minimizing talent gaps.Developed and facilitated comprehensive training programs, fostering professional development and boosting employee retention by 33% over a two-year period.Spearheaded the design and implementation of performance management systems, resulting in a 15% increase in employee productivity and alignment with organizational goals.Led cross-functional teams to ensure compliance with employment laws and regulations, mitigating legal risks and maintaining a positive employer brand.Implemented diversity and inclusion initiatives, resulting in a 20% increase in diversity hires and fostering a more inclusive workplace culture.

Aa, Business Administration

High School Diploma, Business Administration And Management, General