Darani McGowan
Rowlett,TX
Summary
Efficiency focused individual rooted in hard work and determination endeavoring to provide excellent service. Highly effective at incorporating creative leadership skills to achieve business objectives. Directs projects that improve efficiency while meeting deadlines.
Overview
6
6
years of professional experience
Work History
Information Systems Technician
AT&T
01.2022 - Current
- Primary support for North Texas Retail Market (primarily East Texas)
- Maintained functioning network, OPUS iPads, connected devices, security system
- Build and maintain trust and integrity with store personnel
- Brought on to create a better relationship and build rapport with the call centers
- Lease roll connected devices, perform new store builds, completing trouble tickets
- Adapt to new, multiple side projects outside of scope of normal work
Systems/Sales Execution Ambassador
AT&T
08.2020 - 01.2022
- Oversaw migration of 40+ employees to full-time work from home
- Primary contact for WFH agents for system issues and technical problems 15hrs/7days
- Relay best practices to for customer satisfaction to cell center employees
- Manage inventory for leadership, in-center, and work-from-home agents
- Subject matter expert on interpreting and relaying critical changes in the business to organization
- Analyze trends for secondary metrics and targeted outliers for overall increased attainment throughout organization
- Increased secondary metrics by: 28% for Elite, 14% for Protect, and 140% for Next-Up
DMDR MI60
AT&T
09.2019 - 07.2020
- Led sales team to 26% improvement in overall attainment
- Drive performance, encourage energy, and create an interactive environment
- Assist with knowledge building to facilitate a more seamless customer experience
DMDR Telesales Representative
AT&T
08.2018 - 11.2019
- Key Achievement: Maintained above 120% average overall attainment for 18 months, received only positive VOC surveys for 14 months
- Effectively use rapport building, product knowledge, and customer needs to ensure optimal customer experience
- Critically analyze interactions with customers to prevent fraudulent sales
- Efficiently manage time for learning promotions and completing required and additional optional training.
- Provide floor support, knowledge building, and skill transfers
Education
In Progress - Business Administration
Richland Community College
RichardsonNationally Accredited - Emergency Medical Services
North Texas Fire Academy
Rockwall, TX2018
Skills
- Conflict resolution
- Complex problem resolution
- Employee development
- New Technology
- Customer service
- Systems and software programs
- Interpersonal communication skills
- Performance improvement
Accomplishments and Profile
-2019 D.R.I.V.E. Graduate -2019 Continuous Learning Series
-2019 May and June TuggleNation VOC All-star
Timeline
Information Systems Technician
AT&T
01.2022 - Current
Systems/Sales Execution Ambassador
AT&T
08.2020 - 01.2022
DMDR MI60
AT&T
09.2019 - 07.2020
DMDR Telesales Representative
AT&T
08.2018 - 11.2019
In Progress - Business Administration
Richland Community College
Nationally Accredited - Emergency Medical Services
North Texas Fire Academy