Darren Bell
- Role
- Tsm (Customer Experience Manager) at Ena By Zayo
- Location
- Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
About Darren Bell
Darren Bell is an innovative, detail-oriented, client-facing program/project manager with…
Experience
Tsm (Customer Experience Manager)
Jul 2021 — Present · Raleigh-Durham-Chapel Hill, NC, US
Developing, implementing, and managing customer engagement strategies to reduce churn, upsell solutions, and raise Net Promoter Scores (NPS). • Customer’s primary point of contact (POC) for escalating issues. Representing customer’s voice internally driving closure to all issues in a timely manner.• Standing up and coordinating internal tiger teams to drive customer focused projects to closure resulting in high NPS.• Performing quarterly solution reviews with customers identifying where other ENA solutions can close vulnerabilities and increase reliability leading to product upsell.• Developing synchronous and asynchronous communications strategies with customers leading to strong relationships and quick issue resolution. This included scheduled calls, reports, KPI reviews, and solution evaluations.• Gathering information on product enhancements and sharing with internal teams to increase our product value proposition.• Generating Root Cause Analysis documentation which included description of incident, resolution, and corrective actions to prevent future occurrences. Resulting in confidence in the company and services provided.• Developed and implemented internal and external Change Management Procedures. Increasing compliance and shortening rollouts.• Managing direct reports responsible for customer product and ENA’s customer help desk (CTAC) training. Training led to shorter customer implementation and a decrease in calls for support. Help desk training led to new techs on call faster and faster resolution of customer’s issues.• Managing team developing customer facing HelpCenter portal. Designed workflow which incorporated other departments SME’s and technical expertise. Project was completed on time and under budget.
Education
Northeastern University
Bachelor of Science (BS), Electrical and Electronics Engineering
1985 — 1990
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