Darryl McDaniel
Manager, Contact Center @Velera
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WORK HISTORY
Manager, Contact Center @Velera
As the manager of Contact Center Services, I am currently focused on optimizing agent performance, enhancing customer experience, and driving continuous improvement in contact center operations.Current Contributions Include:*Meticulous roster planning that optimizes agent allocations, balances workloads, and improves operational efficiency. Analyzing occupancy data, workspace utilization, and facility performance which empowers an informed corporate real estate strategy that drives our cost savings initiatives and creates a more efficient work environment.*Providing quality assurance with the ability to measure and monitor key quality metrics allowing us to proactively address service issues, identify trends and optimize agent performance. Leveraging Power BI Storytelling to ensure consistent quality standards and drive continuous improvement initiatives.
EDUCATION
University of Maryland Global Campus
Bachelor of Science - BS, Computer and Information Science
SKILLS
ABOUT DARRYL MCDANIEL
Enthusiastic people leader with 15 years of experience in operations management and data analysis. Taking real-time data to present it in a fashion that identifies and addresses process gaps, best practices, and areas for continuous improvement. Examples of success include- As a call center manager, worked with a team of 90 front-line leaders eliminating the ambiguity of scheduling through the implementation of visual scheduling software and productivity resources. This empowered the leaders to self-manage scheduling and reduced missed or unidentified shift coverage-As an operations manager, effectively implemented an automated delay reporting process for over 90 managers and a front-line team of employees; this initiative drove accountability and a reduction in controllable delays- As a General Manager, fostered vendor relations with various stakeholders in the daily operations of the largest airline in the world. The established relationships drove productivity and drove successful operations with minimized delays. I thrive in opportunities where I get to create and manage teams, implement policy, and illuminate team members strengths. I would love an opportunity to connect with new people and discuss how I can be of service to you, you can reach me at m••••••••@gmail.com
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