Michael Darnell Email & Phone Number

As a call center supervisor, my primary responsibility involves managing the day to day functions of 40+ employees. I am responsible for developing training material and ensuring that each agent is exceptionally prepared to handle any customer interaction. My role also involves identifying areas of opportunity and then developing and implementing procedures to correct these challenges. Additionally, I supervise multiple agent queues with a focus on high quality to ensure that all channels of service and client issues are handled timely and effectively. I also monitor agent progress and provide individualized as well as team coaching. I have consistently demonstrated my flexibility with an aptitude for managing multiple tasks to ensure that program specific quality goals are met.

As a quality coordinator, my primary responsibility involves investigating departures from Standard Operating Procedures (SOPs). I determine root causes of deviations as well as make suggestions for improvements to procedural updates. I provide articulate and concise deviation reports to the client outlining the deviation and corrective actions taken within the established timelines. Additionally, I participate in one on ones with agents as well as group coaching/feedback sessions with program leadership regarding deviations. My role also involves presenting reports to the client during the bi-weekly meeting for review and approval. If need be, I incorporate this feedback immediately to make sure that all deviations are approved and completed within the required time frame to ensure compliance. I have consistently demonstrated my flexibility with my aptitude for managing multiple tasks to ensure that program specific quality goals are met.