Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Darrell Anderson, Jr.

Celina,TX

Summary

Seasoned executive with extensive experience in leading global contact center operations, overseeing over 15,000 in-house and remote team members across multiple geographies. Expertise in driving customer satisfaction and optimizing operational performance through effective business strategy and digital transformation initiatives. Demonstrated ability in business development and strategic planning, contributing to consistent growth and profitability. Proven leader known for exceptional communication skills, client relationship management, and achieving ambitious sales targets.

Overview

6
6
years of professional experience
1
1
Certification

Work History

VP of Operations

Wipro
Plano, TX
10.2024 - Current
  • Oversee 15K+ in-house and remote contact center employees globally, across onshore, nearshore, and offshore geographies, ensuring seamless customer care experiences.
  • Integrated digital transformation initiatives to elevate service delivery standards across diverse regions.
  • Spearhead strategic partnerships and vendor negotiations, optimizing cost structures, and improving service outcomes.
  • Drive customer engagement excellence, ensuring seamless, high-quality interactions, while optimizing key service metrics.

Enterprise Global Strategy Senior Advisor

Cigna
Plano, Texas
10.2022 - 10.2024
  • Managed 8.5K in-house and remote contact center advocates across the US, South America, the Philippines, and Jamaica, ensuring top-tier service delivery.
  • Optimized an $88M budget, driving cost savings while maintaining service excellence.
  • Improved CSAT, call quality, and operational KPIs, leveraging Lean Six Sigma methodologies.
  • Directed global outsourcing and BPO partnerships, enhancing scalability and efficiency.

Director, Care Coordination & Clinical Networks

Signify Health
Dallas, TX
06.2021 - 09.2022
  • Led a 650-member contact center and social work team, driving customer engagement and predictive analytics-driven CX initiatives.
  • Strengthened community-based service models, improving reach rates, and ROI.
  • Identified opportunities for improvement in operational performance metrics.
  • Coordinated resources across departments to maximize productivity levels.
  • Reviewed internal reports and identified areas of risk or potential cost savings.

Associate Director, Engineering & Metrics

HMS
Irving, TX
11.2018 - 05.2021
  • Directed multiple lines of business across various contact centers in the US.
  • Identified opportunities for process automation in order to streamline operations.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Maintained a high level of communication with customers through various channels such as phone, email, chat.
  • Analyzed customer feedback data to identify areas for improvement in the contact center operations process.

Education

Bachelor of Science -

Southern New Hampshire University
Hooksett, NH
01-2026

High School Diploma -

Wadleigh Perf And Visual Arts School
New York, NY
06-2000

Skills

  • Workforce planning
  • Team building and motivation
  • Operations management
  • Logistics management
  • Business process reengineering
  • Cross-functional team leadership
  • Capacity planning
  • Organizational development
  • Growth planning
  • Financial acumen
  • Scheduling
  • Technical support
  • Policy development
  • Report preparation
  • Business planning
  • Program oversight

Certification

  • MIT Professional Education Collaborative Data Science for Healthcare
  • Harvard University CS50 Introduction to Artificial Intelligence with Python
  • UC Berkeley Empathy & Emotional Intelligence at Work
  • Lean Six Sigma Master Black Belt Aveta Business Institute
  • PMP (Project Management Professional) University of Phoenix

Languages

English
Native/ Bilingual
Spanish
Limited

References

References available upon request.

Timeline

VP of Operations

Wipro
10.2024 - Current

Enterprise Global Strategy Senior Advisor

Cigna
10.2022 - 10.2024

Director, Care Coordination & Clinical Networks

Signify Health
06.2021 - 09.2022

Associate Director, Engineering & Metrics

HMS
11.2018 - 05.2021

Bachelor of Science -

Southern New Hampshire University

High School Diploma -

Wadleigh Perf And Visual Arts School

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Darrell Anderson, Jr.