Customer Service Sales
Resume:
|***-*** Queens Quay West, Toronto, On M*J *N* |
|Phone 416-***-**** . E-mail pgw6nz@r.postjobfree.com |
Darrell McCullough
Industry/Sector Expertise:
Contact Centre Services . Financial Services . I.T. .
Telecommunications . Government
Goal-driven, technically-adept, and highly-motivated offering a 17+ year
career chronicled by a bevy of commendable promotions directing high-
volume business operations. Resourceful problem-solver with a history of
accelerating operations, successful shaping of new programs, building
relationships, and improving internal productivity. Competent with
Contact Centre telecommunications systems, networks, and technologies.
Computer literate with MS Office Suite (Word, Excel, and PowerPoint),
Outlook / Outlook Express, Lotus Notes, and Internet applications.
Through "world class customer service" ethic, identify business
opportunities and leverage competencies to drive growth, reduce costs,
and strengthen bottom-line financial performance
|Work experience |
| |September 2009 - Present Mediamix |
| |Interactive Toronto, ON |
| |Director of Contact Centre Operations |
| | |
| |Responsible for managing contact centre operations for 9 |
| |different clients 365 days a year. Reporting to the Managing |
| |Director and Senior Partner. |
| | |
| |Set up and launch of a 70 seat contact centre |
| |Assisted Clients in the development of campaign specific KPI's |
| |Managed the development of service policies within the contact |
| |centre, consistent with overall business strategies contact |
| |centre process and procedure |
| |Served as an effective business partner to a variety of external |
| |client contacts |
| |Exemplary track record of motivating and leading teams to deliver|
| |an industry-leading Customer Service Experience with an |
| |unwavering focus on the basic, essential skills necessary to |
| |thrive as an agent in a Support Centre |
| |Directly responsible for the successful execution of project |
| |implementation, quality control, employee development, processes,|
| |and call center solutions. |
| |Responsible for employee evaluations, workforce planning, quality|
| |control programs, payroll, billing, and account profitability. |
| |Responsible for ensuring departmental compliance with Canadian |
| |Industrial Security requirements in order to maintain "Protected |
| |B" clearance |
| |Managed the overall governance of Client performance requirements|
| |and capacity planning |
| |Provided sound financial management in achieving profitability |
| |goals in-line with corporate objectives and site targets |
| |Ensured development of the sites leadership team via effective |
| |succession planning and leadership training and development |
| |Created and implemented organization wide Coaching and |
| |Performance Management processes to improve management and |
| |support team performance and accountabilities |
| |Planned and implemented strategic initiatives focused on |
| |optimizing efficiency |
| |Effectively coordinated internal and Client driven annual and |
| |quarterly business reviews |
| |Assisted with the development of winning responses to a number |
| |of government RFPs |
| |Assisted in the creation of annual budgets for the entire |
| |company. Responsible for ensuring that the Contact Centre actual |
| |P&L was within budgeted requirements. |
| |Maintained a monthly employee attrition rate of less than 10%, |
| |well below the industry average. |
| |Reviewed results on an hourly, daily and monthly basis and |
| |provided recommendations as well as strategic directives to the |
| |leadership team to address any concerns in a timely manner. |
| |Provided analysis of actual results compared to projected results|
| |to the Clients daily. |
| |Worked closely with the Project Management team to ensure updated|
| |Client requirements were implemented on the system and available |
| |to the Associates as efficiently as possible. |
| | |
| | |
| |Major clients included: Ontario Parks, Parks Canada, Elections |
| |Saskatchewan |
| | |
| |March 2008 - September 2009 Deloitte |
| |Toronto, ON |
| |Manager of Consulting, Contact Centre Operations |
| | |
| |Responsible for the delivery of a broad suite of "impact |
| |consulting" services and end-to-end solutions, helping large and |
| |mid-market organizations plan, grow, structure, and |
| |technology-enable their business. Ensured that we provided the |
| |business experience, technical knowledge and implementation |
| |skills to turn clients' challenges into solutions and make them |
| |more competitive. |
| |As a solutions architect, responsible for conceptualizing, |
| |designing and assisting in the implementation of new and existing|
| |contact centre systems |
| |Lead teams through the full solution implementation lifecycle |
| |(i.e. plan, design, build, deploy) |
| |Provided technical recommendations and advise on contact centre |
| |technology investments that aligned with the organization's |
| |business and strategic objectives |
| |Advanced personal expertise in a specialization and personal |
| |reputation as a trusted business advisor |
| |Applied project management fundamentals to structure projects for|
| |success by managing scope, quality, budget, risks, issues, |
| |vendors, teams, and stakeholder relationships |
| |Built strong relationships with senior client executives, client |
| |teams and key stakeholders |
| |Developed and managed vendor relationships through ongoing |
| |communication, status meetings, and analysis |
| |Lead teams of talented Consultants while coaching them to their |
| |highest potential |
| |Lead RFP responses and proposals, built market eminence, and |
| |pursued new client opportunities |
| |Continuously updated personal knowledge of industry trends and |
| |best practices, and contributed to the development of thought |
| |leadership |
| |Oversaw the quality of deliverables, evaluated and validated |
| |analysis and developed recommendations |
| |Major clients included: Aviva Canada, Canadian Tire, CMAH |
| | |
| | |
| |January 2006 - October 2007 Resolve Corporation |
| |Ottawa, ON |
| |Director Contact Centre Operations |
| | |
| |Managed operations of 600-seat contact centre. Oversaw operating |
| |systems including policies and procedures, operating structure, |
| |and information flow. Recommended and implemented service |
| |standards and ensured quality consistency. Responsible for |
| |achieving annual objectives and meeting/exceeding operational |
| |budget. |
| | |
| |Managed the implementation and ongoing maintenance of Client |
| |contact centre programs |
| |Managed development of service policies within contact centre, |
| |consistent with overall business strategies. |
| |Accountable for meeting contractual service standards and |
| |formulating and implementing efficiency initiatives aimed at |
| |lowering cost of sales and improving service standards. |
| |Assisted in establishing the annual budgeting as well as being |
| |accountable for budget |
| |adherence for the contact centre. |
| |Responsible for performance management including motivating, |
| |training, developing, and evaluating the contact centre |
| |management team. Ensured that direct reports employed effective |
| |performance management strategies for supervisors and employees. |
| |Liaised with client services, sales and clients, to continuously |
| |improve operational effectiveness, and build and maintain a |
| |strong team relationship. |
| |Provided operational input into sales and client services for new|
| |business proposals. |
| |Worked directly with the Training department as well as the |
| |Client to ensure that all training |
| |modules met the Client's standards and expectations |
| |Developed the staffing plan specific to each Client program, |
| |ensuring that all program |
| |service level targets were achieved, as well as internal |
| |efficiency targets. |
| | |
| |Major clients included: President's Choice Financial, Blockbuster|
| |Canada, Future Shop and Best Buy, Apple Canada (iPhone), Sunlife |
| |Financial, Minister of Finance and Readers Digest. |
| | |
| | |
| |September 2003 - August 2005 Archway Marketing Services |
| |Saint John, NB |
| |Contact Centre Manager |
| | |
| |Reported to Vice President, Operations & Client Services and |
| |responsible for managing and directing the service bureau contact|
| |center including day-to-day operations, facilities maintenance, |
| |client relationships, employee welfare, training, development and|
| |morale, while achieving financial targets. |
| | |
| |Monitored accounts' performance to ensure all contractual service|
| |levels were met or exceeded. |
| |Established and nurtured client relations by maintaining regular |
| |contact to ensure all targets on assigned accounts were |
| |effectively met and/or exceeded performance expectations; |
| |Oversaw and participated in formal quarterly client reviews; |
| |Coordinated annual client satisfaction surveys and analyzed |
| |results for improvement opportunities; |
| |Identified new growth opportunities with existing clients; |
| |Acted as point of escalation for client-related issues, ensuring |
| |escalations were acknowledged, tracked and addressed on a timely |
| |basis while keeping Senior Management apprised of their status |
| |and resolution; |
| |Oversaw client reporting to ensure reports were completed |
| |accurately and in a timely manner; |
| |Solicited addition of new projects or opportunities with existing|
| |clients; |
| |Hosted, presented and participated in site visits and tours for |
| |potential new clients. Ensured facility and customer service |
| |operational potential was presented well, while maintaining |
| |client confidentiality where required and appropriate. |
| |Oversaw assigned accounts' annual sales forecasting and budget |
| |preparation, and monthly accruals for accurate P&L reporting. |
| |Monitored P&L results monthly and held accounts and |
| |facilities/office management accountable for achieving monthly |
| |and annual financial targets; |
| |Ensured accounts were effectively tracking billable functions and|
| |preparing monthly invoices ensuring prompt and accurate billing |
| |to the client. |
| | |
| |Major clients included; Coca Cola, Industrial Alliance, and Best |
| |Buy. |
| | |
| | |
| |April 2002 - September 2003 Cendant Canada |
| |Fredericton, NB |
| |Operations Manager |
| | |
| |Directed, developed, and oversaw total job performance of |
| |Reservations Sales Supervisors, Assistant Supervisors, and Sales |
| |Agents through regular team meetings to review key result areas. |
| |Also ensured all policies, procedures, and changes were being |
| |addressed and communicated effectively to the sales floor. |
| |Achieved goals for: conversion, average talk time, % guaranteed,|
| |QA%, and test call results. |
| | |
| |Conducted monthly team meetings and exhibited a caring attitude |
| |to build a sense of teamwork. |
| |Awarded merit increases and performance appraisals in a timely |
| |manner. |
| |Encouraged use of "open door", Suggestion Box, People Circle |
| |participation. |
| |Followed-up with staff to provide recognition to appropriate |
| |supervisors/teams no later than two days after stats |
| |produced. |
| |Considered at least 10% of team members for promotional |
| |opportunities. |
| |Oversaw accountability for location of agents at all times. |
| |Controlled turnover to no more than previous year's %. |
| |Directed all aspects of employee development including; |
| |succession planning, assessing individual needs and developing |
| |enhancement programs and administer corrective action as |
| |appropriate; met aux % goal, ASA, AIT, and Forced Busy. |
| |Followed-up supervisor observations for compliance with |
| |reservation policies and procedures. |
| |Assisted client with reservation-related concerns, such as |
| |interpretation of denial reports and effective use of their |
| |database information. |
| |Actively practiced decision-making and provided opportunity for |
| |staff to utilize decision making and initiated contact with |
| |visiting clients in the Center. |
| | |
| |Clients; Avis and Budget Rent-a-Car. |
| | |
| | |
| |1999 - April 2002 Staples Business |
| |Depot Regina, SK |
| |Call Centre Manager |
| | |
| |Opened the Staples Regina Call Centre and managed |
| |telecommunications process to ensure quality service to both |
| |external and internal customers. |
| |Developed and implemented planning activities including |
| |forecasting short and long term strategies, staffing and budget |
| |management |
| |Developed a highly motivated Management Team and an outstanding |
| |organization through good organization structure, leadership |
| |development, and delegation. |
| |Established goals and objectives for Centre with over 400 |
| |Associates. Managed ASA, ATT, AHT, and all service levels |
| |Created and implemented action plans to motivate individual team |
| |members to achieve goals. |
| |Analyzed and investigated operational procedures, and worked |
| |directly with Supervisors to make improvements and execute |
| |change. |
| |Developed individual plans with Associates to improve selling |
| |techniques, analyze statistical data and develop actions plans |
| |for improvements. |
| |Managed Call Centre within budget/forecast while ensuring that |
| |all performance levels met |
| |or exceeded targets. |
| | |
| | |
| |1994- 1999 United Parcel |
| |Service Moncton, NB |
| |Team Lead |
| | |
| |Supervised Freight Collections Department consisting of 50 |
| |employees. Responsible for weekly $40MM trial balance, |
| |management of bad debt, and forecasting future business plans. |
| |Other duties were core process redesign, employee training and |
| |evaluations, skill assessment tracking. |
| | |
| |National Concerns Coordinator/ Assistant to President of UPS |
| |Canada |
| | |
| |Answered National Concern Telephone calls, routing from the |
| |president at our region office. Coordinated and dispatched |
| |written national and corporate concerns. Directly responsible for|
| |customers seeking to contact President of UPS Canada. |
|Education |
| | |
| |1991 - 1992 Acadia University Wolfville, NS |
| |Business and Arts Courses |
| | |
| |1986 - 1991 Acadia University Wolfville, NS |
| |Bachelor of Science Degree |
| |Major in Biology, Minor in Geology |
|SKILLS/COUSRES |
| | |
| |Customer Care, Customer Relations course |
| |Trust and Teamwork Course/Certification |
| |Team Building Course/Certification |
| |Quality at Work Course/Certification |
| |Time Management Course/ Certification |
| |Responsible Feedback Course |
| |Conflict Resolution Course |
| |Human Motivation Course |
| |Active Learning course |
| |Progressive Discipline Course |
| |
| | |
|Volunteer experience |
| |Habitat for Humanity |
| |Open Hands Food bank |
| |Member of the Fredericton Chamber of Commerce |
References Available Upon Request
Contact this candidate