Darnell Bobo

• Planned and executed activities to promote skill and talent development.
• Facilitated group sessions and provided one-on-one support.
• Prepared and gathered materials for detailed lesson plans.
• Developed lesson plans surrounding various types of art, history and culture.
• Assisted students in coming up with and executing detailed final projects for exhibition.
• Modeled interpersonal relationships with staff members, students and administrators and strived to enhance student learning and well being.
• Maintained daily student records and evaluated student progress.
• Attended department meetings and collaborated with other fine arts teachers.
• Met with parents to resolve conflicting educational priorities and issues.
• Engaged in corrective and disciplinary action when appropriate.

• Oversaw team of 17 agents focused on logistics escalation calls
• Established and oversaw performance targets for call center associates
• Determined quality assurance benchmarks and set standards for improvement
• Developed quality employees within call center to take over leadership positions
• Responded to team support questions quickly to maintain call center efficiency
• Generated reports detailing metrics such as call times and satisfaction ratings
• Motivated employees to increase productivity and maximize service quality with hands-on leadership style
• Drove operational improvements which resulted in savings and improved profit margins
• Managed quality assurance program, including 1x1 evaluations with agents, internal audits and customer surveys
• Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments
• Evaluated employee performance on weekly, monthly and quarterly basis and conveyed constructive feedback to improve skills

(Laid of during the pandemic)

• Manage a call volume queue of over 5000 calls daily.
• Manage a team of 16 agents, providing motivation, training, feedback, guidance, career development, and audits on weekly metrics and performance goals.
• Closely work with my manager and site manager to collaborate on account issues and dispatch volumes
• Handle escalations for mass district issues (natural disasters, severe weather, etc.)
• Dispatch to a technician who can go out and provide a firm ETA for arrival in the portal
• Follow-up on the work order and provide an update for the morning email to the Client
• Ensure all 2hr and 4hr emergencies are dispatched and scheduled within the response window.

• Advocate on customer behalf as a liaison with Merchant Hotels to resolve issues (with or without refund).
• Handle or create mass deal alerts for merchant cancellations that require mass refunds
• Maintain an average or 80 or more tickets solved per department requirement while balancing activities within the company as an ERG president
• Maintain morale amongst the team by providing solutions for deal alerts, organizing and facilitating all team meetings and outings, participating in department meetings and offering ideas to maintain the culture of Groupon.

• Operated multiple station ACD telephone console paging systems
• Acted as an ambassador representing CMH Acted as Patient Advocate by providing information resources to patients for community education programs and schedules for CMH.
• Analyzed weekly team statistical reports.
• Created spreadsheets that reflect current answer rate data and impact errors for the department.
• Completed Patient scheduling, Charting, billing and act as a liaison between Patients and PCP.
• Responsible for monitoring day to day operations for the Unit, which include telecommunications, scheduling patients, patient registration and financial clearance functions.

• Providing a safe room, following up with patient needs while on the unit, and directing them to correct resources when needed.
• Providing unit information to patients, medical personnel and staff while acting as a liaison between patients and staff.
• Maintained an accurate, efficient and organized filing system as well as the organization of the entire unit, primarily the first point of contact, the front desk.
• Effectively interface with physicians, staff, residents, and nurses via e-mail and telephone.

• Kept stakeholders up-to-date on details pertaining to client projects
• Ensured that clients received outstanding service to not only maintain but to extend relationships for future business opportunities
• Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork
• Investigated, documented and submitted information to Quality Department about special incidents, events and complaints
• Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment