Dylan Morris Email & Phone Number

Remote

- Business strategy- PMO operations and strategy- Tech diligence

Denver, Colorado, United States

D & K Ventures LLC is the supporting entity behind D-Mo's Chili H2O, a food purveyor specializing in Hawaiian delicacies. https://www.dmoshawaii.com

Denver Metropolitan Area

Denver, Colorado

Greater Denver Area

Chief-of-Staff to the EVP of Operations.* Strategic partner with product, engineering, sales, and partners representing the office of the EVP of Operations (includes customer experience, client activation/delivery, client support, and consumer support).

Greater Denver Area

Business analytics to identify areas of greater efficiency across support (i.e., onshore BPO & internal) as well as with product, customer experience, and sales. Led migration of Optum Prevention & Wellbeing support into new instance of Salesforce yielding a $3M reduction in operational costs.

Greater Denver Area

Managed all contact center operations (team of 5, including Operations Supervisor and real-time adherence specialists) - includes: KPI delivery, forecasting & staff planning, IVR design, data analytics for executive staff, site relocation planning, and disciplinary action planning. Reported to Director of Consumer Support, then promoted to report to VP of.

Greater Denver Area

Pre-acquisition hire by Rally Health to stand up consumer support organization. Increased acquisition value of Rally Health through delivery of a differentiated member support experience in healthcare as well as multi-billion dollar post-acquisition transition. Stood up omnichannel contact center from 0 to 150+ employees, while delivering industry leading.

Mountain View, California

Google FTE based out of Mountain View, CA overseeing North America Play Store support BPO QA teams (40+ QA staff & 500+ representatives), as well as partnering with APAC & EMEA counterparts. Responsibilities included ensuring 85%+ performance, calibration across vendors, data analysis of QA & CSat, and partnering with vendors on launches of new verticals &.

Las Vegas, NV

Provided strategic management for 2 QA / L&D Leads (as well as their team of 20 direct reports) to ensure 600+ omnichannel contact center FTE's delivered 85%+ QA performance, delivery of 90+ NPS, and that QA / L&D team delivered training aligned with the customer loyalty centric reputation for which the Zappos.com is known.* Coordinated business.

Henderson, NV

Organizing/directing the tactical decisions of the team responsible for quality control, internal business communications, and continuous training.

Henderson, NV

Providing leadership for mobile app customer support team (Mobski), a select team assisting in answering CEO & COO emails, and 6PM.com support (offshore BPO and on-prem) teams - includes acting as a partner with development and sales teams to align support strategy.

Henderson, NV

Created leadership classes, programs, and tools to assist elevate leadership performance within the unique Zappos contact center environment. Total audience of ~40-50 members of management. Classes included coaching & feedback, disciplinary action, change management, interview skills, and communication.

Supervisor for team of omnichannel agents (10-20 FTE's). Responsible for performance management, disciplinary action, employee engagement, and payroll.

Henderson, NV

Lead the team (25-30 FTE's) responsible for keeping sales transactions secure. Partnered with InfoSec and Escalations teams to coordinate comprehensive fraud prevention strategy and contact center SOP's.

Supervisor for team of omnichannel agents (10-20 FTE's). Responsible for performance management, disciplinary action, employee engagement, and payroll.

Henderson, NV

Provided white glove service for VIP's, escalated users, and other high-touch customers. Responsibilities included advanced troubleshooting of the platform (mobile and web), out-of-the-box problem solving for unique situations, and managing exceptions. Designed all processes for social media support as well as CEO & COO response channels.

Henderson, NV

Provided support to customers via email and phone channels maintaining a delivery of 95%+ on QA.

Theatre Performance

Activities and Societies: Dean's List DeVos scholarship recipient National Society of Collegiate Scholars

Study Abroad, Theatre/Theater

Collaborative development of contrived theatre performance (including movement/dance, acting, voice, and film) with full run of.