Darren Adrian

Background

About Darren Adrian

I am a Contact Centre Technology Analyst/Specialist with over ten years’ experience in a customer service environment. In this time I have been responsible for managing contact centre reporting and technology as well as contact centre staff and their leaders. Recently I was the business lead on a contact centre upgrade project, which involved upgrading and replacing the technology for the contact centre. My involvement included requirement gathering for the RFP, a member of the selection committee and contract negotiation, and a key stakeholder in the design, build, test and implementation of the project. I have consistently exceeded targets and have been formally recognised for my efforts in delivering this project on time, under budget with no impact to the call centre or customer experience. I am now seeking to apply my experience to a new professional challenge.KEY STRENGTHS- Excellent reporting and database skills- High level computer skills including Word, Excel, Access and PowerPoint- Over ten years’ experience in customer service in a both technology and people management- Proven track record of managing staff to achieve and exceed KPIs- Change management, both the side of recommending and designing changes to implementation- Excellent vendor management skills in relation to change, incident and problem management