Darcy Johnston
Regional Manager, Customer Service and Support @Marks Supply Inc.
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WORK HISTORY
Regional Manager, Customer Service and Support @Marks Supply Inc.
Kitchener, ON, CA
Supported and responsible for the design and implementation of the Marks Supply Inc. national contact centre in addition to the overall end-to end management of this new created department/functioning. Provided department-level management and leadership to the Customer Care Team and Inside Sales team and kept the management team informed on policy matters and issues related to customer care operations. Directly supervise 20 representatives. Introduced structure and strategic workflow planning to maximize efficiencies and resources. Maintain relations with existing partner base and help manage team and partners through massive changes to customer support model. Cultivated a proactive, solution-oriented team; served as final point of escalation and removed obstacles for employees and customers.
EDUCATION
Fanshawe College
Human Resources Management Certifficate, Human Resources
University of Ottawa / Université d'Ottawa
Bachelor of Social Science, Political Science
ABOUT DARCY JOHNSTON
Throughout my career, I’ve earned a reputation for executing performance turnarounds and powering impressive KPI achievement for high-profile global brands. I’ve led teams of 200+ employees and managed multimillion-dollar budgets. Motivating teams to achieve aggressive objectives through empowerment, support, and accountability, has been a key pillar of my success. I have an extensive background in managing support operations, and a record of catapulting customer satisfaction, retention, and problem resolution scores. Notable career achievements: • Slashed administrative processing time by 83%- from 12 days to just 2 days for work order processing. • Boosted staff capacity improvements to accommodate a 600%+ spike in work volume. • Implemented “first time resolution strategies” – delivered 20% backlog decreased and boosted output by 30%. • Built and launched the award-winning, and industry-first, Social Media Support Team. • Achieved a 95% TQA team rating – the highest ESAT across BlackBerry Technical Services Additionally, my practical experience is complemented by a Bachelor of Social Sciences degree, a Human Resource Management Certificate, and a Certified Operation Support Manager designation. Please see my attached resume for further details about my skills and qualifications. I would welcome the opportunity to meet with you to discuss your needs and answer any questions you may have about my experience. I’m always happy to expand my professional network, please contact me here on LinkedIn or by email at: d••••••••@bell.net Specialties: • Powering KPI Improvements • Strategic Planning & Deployment • Project & Change Management • Operational & Performance Turnarounds • Lifting Customer Service & Retention Rates • Establishing Structure & SOPs • Elevating Quality & Consistency • Budget Control & Management
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