Director of Partner Performance and Quality Assurance

Combat culture issues, decreasing attrition, and providing staff time to become true subject matter experts, driving high levels of customer service and productivity.


Coach and develop effective leaders to innovate ideas and creative solutions through teamwork and analysis. Provide team with resources and tools for prioritizing tasks, making decisions, and practicing good quality control.


Foster environment of accountability and continuous improvement achieving process and technical support goals assertive and mission-focused leader in matrix organization.


SIGNATURE STRENGTHS


Staff Recognition | Process Improvements | Customer Advocacy | Relationship Management | Gamification

Lead development and implementation of end-to-end call and chat quality assurance methodologies for the Company Customer Care organization. Oversee Quality Assurance members on-site and lead staffing through effective workforce management and forecasting. Responsible for outsourced call center Tier 1 and 2.
Set key performance metrics, analyze team performance and create reports isolating areas for improvement and ensuring processes and customer handling improves over time.


Oversee workforce management solution for effective staffing size and forecasting.


Ensure budgets are established to drive efficiencies and set expectations for annual and monthly spending.


Provide customer, clients and partners with logical trouble-shooting to resolve operation issues.

Led management team and 60 agents in global customer support organization. Aligned policies and company objectives with department leaders. Developed and monitored annual department budget, including breakdowns for 3 lines of business overseen by 3 general managers. Presented metrics to executive team in monthly reviews.
Increased customer satisfaction score 30% from 2018 to 2019 YTD while implementing aggressive offshoring plan.


Reduced staff cost $500K+ annually through migration of direct hire roles to offshore vendor with no impact to customers. Instituted management team to oversee agents and focus on product performance.


Secured roles in multiple departments for 12 of 20 roles eliminated, avoiding layoffs.
Developed department SMART goals leading to increased accountability and transparency. as well as alignment with company values.


Mentored 3 agents prompted into lead roles and 3 leads promoted into management roles.


Integrated and centralized support from acquired entities from across globe.

Director of Customer Support

Managed customer-centric team of 12 trusted advisers tasked with guiding policyholders and agents. Built and developed teams; conducted candidate interviews and employee performance reviews.


Established top-performing team in Safeco Brand, consistently averaging among top 5 from 42 teams across country.
Increased customer's likelihood to respond to survey 40% through agent coaching and incorporation interactive reminder for customer to compete survey.


Designed and implemented system for earning achievement badges, increasing employee engagement significantly.

Supervisor of Gold Customer Service

Managed supervisor overseeing 22 tier-1 and tier-2 agents supporting multiple software products on global scale.
Led teams to exceeded expectations, consistently scoring 93%+ in, customer satisfaction.


Gamified metrics with animated PowerPoint board game recognizing performance and increasing department's satisfaction average 3%.


Realized 5% growth representing customer support department as member RegOnline Product Growth Committee, including billing and finance, product, marketing, and account managers.

Manager of Customer Support

Find out detailed information about DARRELL HOLLIDAY, Director of Partner Performance and Quality Assurance in Plano

DARRELL HOLLIDAY: Director of Partner Performance and Quality Assurance in Plano

DARRELL HOLLIDAY

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