Darryl Dennis

Background

About Darryl Dennis

Over 16 years of Call Center Management experience Played an integral role in the launching of two brand new Call Centers for Netflix and Clear; including offsite training; retraining; interviewing/hiring/development of Call Center staff Focused and strategic coaching; consistently achieving the targeted low percentage of customer dissatisfaction responses or ‘D-Sat’ made available through surveys and served as our main focus and KPI Prior to transitioning produced as a supervisor with Ford Red Carpet Leasing and Verizon Customer Retention all while working under the Business Process Resourcing umbrella via Aditya Birla Minacs Transitioned to Comcast in 2013 in the role of supervisor for Retention. Contributions include scorecard/commission plan rollout, creative presentation committee for Net Promoter Score rollout; developed and coached Elite level agent performance as well as development and coaching for former agents now in leadership roles; achieved 91% positive employee experience via 2019 survey results. Moved to the role of Customer Experience Onboarding Supervisor Tasks include introduction to company culture; scheduling learning modules; connecting new hires with seasoned specialists; preparing side by sides and role plays; introducing company policies and expectations; creating a safe and supportive training environment; instruction to metrics; conducting performance coaching. Consistent motivation; coaching to performance; new product education and making for an overall awesome customer experience are THE daily goals. Right sizing our customers to continue and or build a long term relationship with our company, while teaching and developing new leaders are THE long term goals.