Darren Asby
Customer Service Specialist at WonderDads- Claim this Profile
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Topline Score
Bio
Kevin Wilkinson
It’s rare when you come across a talented leader like Darren who is passionate about his clients, committed to excellence and excels in mentoring. I have been very fortunate to have worked with Darren and witness how he has overhauled the support organization and increased our customer satisfaction rating by 25%. He is an exceptionally talented leader who is driven by customer satisfaction and the success and growth of his team.
Josh Venie
Darren was my hiring manager at Symantec (now Veritas) and direct supervisor for nearly four years. He is the best manager I have had the pleasure of working for in my 13 year long IT career. In a word, he cares - about his team, his customers and his company. He is a kind and thoughtful coach and mentor, motivator and problem resolver. I hope I get the opportunity to work with him again.
Kevin Wilkinson
It’s rare when you come across a talented leader like Darren who is passionate about his clients, committed to excellence and excels in mentoring. I have been very fortunate to have worked with Darren and witness how he has overhauled the support organization and increased our customer satisfaction rating by 25%. He is an exceptionally talented leader who is driven by customer satisfaction and the success and growth of his team.
Josh Venie
Darren was my hiring manager at Symantec (now Veritas) and direct supervisor for nearly four years. He is the best manager I have had the pleasure of working for in my 13 year long IT career. In a word, he cares - about his team, his customers and his company. He is a kind and thoughtful coach and mentor, motivator and problem resolver. I hope I get the opportunity to work with him again.
Kevin Wilkinson
It’s rare when you come across a talented leader like Darren who is passionate about his clients, committed to excellence and excels in mentoring. I have been very fortunate to have worked with Darren and witness how he has overhauled the support organization and increased our customer satisfaction rating by 25%. He is an exceptionally talented leader who is driven by customer satisfaction and the success and growth of his team.
Josh Venie
Darren was my hiring manager at Symantec (now Veritas) and direct supervisor for nearly four years. He is the best manager I have had the pleasure of working for in my 13 year long IT career. In a word, he cares - about his team, his customers and his company. He is a kind and thoughtful coach and mentor, motivator and problem resolver. I hope I get the opportunity to work with him again.
Kevin Wilkinson
It’s rare when you come across a talented leader like Darren who is passionate about his clients, committed to excellence and excels in mentoring. I have been very fortunate to have worked with Darren and witness how he has overhauled the support organization and increased our customer satisfaction rating by 25%. He is an exceptionally talented leader who is driven by customer satisfaction and the success and growth of his team.
Josh Venie
Darren was my hiring manager at Symantec (now Veritas) and direct supervisor for nearly four years. He is the best manager I have had the pleasure of working for in my 13 year long IT career. In a word, he cares - about his team, his customers and his company. He is a kind and thoughtful coach and mentor, motivator and problem resolver. I hope I get the opportunity to work with him again.
Credentials
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Certified Support Manager
SSPA -
Symantec Technical Specialist
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Experience
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WonderDads
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United States
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Consumer Services
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1 - 100 Employee
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Customer Service Specialist
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Jul 2020 - Present
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Darren Asby Media Services
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Daytona Beach, Florida Area
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Business Owner
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Sep 2015 - Present
About Family-friendly DJ and Photography service, offering music from the 50's through today, Soul/Motown, Classic Rock, Rock & Roll, Christian Dance, and British Invasion. Photo shoots for families, senior pics, baby pics, kids etc. http://facebook.com/DJDasby http://djdevents.com About Family-friendly DJ and Photography service, offering music from the 50's through today, Soul/Motown, Classic Rock, Rock & Roll, Christian Dance, and British Invasion. Photo shoots for families, senior pics, baby pics, kids etc. http://facebook.com/DJDasby http://djdevents.com
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NASCAR
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Spectator Sports
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700 & Above Employee
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Assistant AV Coordinator
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Feb 2018 - Present
Help setup and coordinate Audio Visual Needs for clients using the Daytona International Speedway for their events. Events range in size from 20 people up to 500. Run video on multiple outputs and coordinate multiple inputs simultaneously. Run sound boards of various sizes including both digital and analogue. Use mobile PA systems or built in sound systems. Coordinate with event planners as to the needs of the clients and provide the best service possible. Help setup and coordinate Audio Visual Needs for clients using the Daytona International Speedway for their events. Events range in size from 20 people up to 500. Run video on multiple outputs and coordinate multiple inputs simultaneously. Run sound boards of various sizes including both digital and analogue. Use mobile PA systems or built in sound systems. Coordinate with event planners as to the needs of the clients and provide the best service possible.
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Alorica - Dell Account
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Lake Mary, Florida
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Quality Lead / Technical Support Engineer
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Nov 2017 - Jul 2019
• Perform case management for Dell ProSupport customers and agents • Oversee closing of customer cases, “deep-dive” case management, and documentation • Participate in training and coaching of newly-hired Dell ProSupport engineers, answering technical and company policy questions • Receive customer escalations, liaise with other departments to facilitate the best solution for the customer’s case and maintain minimum 90% customer satisfaction • Perform case management for Dell ProSupport customers and agents • Oversee closing of customer cases, “deep-dive” case management, and documentation • Participate in training and coaching of newly-hired Dell ProSupport engineers, answering technical and company policy questions • Receive customer escalations, liaise with other departments to facilitate the best solution for the customer’s case and maintain minimum 90% customer satisfaction
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Symantec
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United States
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Software Development
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700 & Above Employee
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eDiscovery Remote Product Specialist Manager
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2015 - 2016
• Increased customer renewals, new purchases and margins on the RPS team while continuing to manage the Technical Support team. • Increased RPS service revenues to $691k – a 42% increase over previous year • Worked a key customer escalation with a large fortune 500 company through the year including many off hours calls with key internal and external departments including marketing, sales, technical support, legal, product management and engineering • Represented RPS in Business… Show more • Increased customer renewals, new purchases and margins on the RPS team while continuing to manage the Technical Support team. • Increased RPS service revenues to $691k – a 42% increase over previous year • Worked a key customer escalation with a large fortune 500 company through the year including many off hours calls with key internal and external departments including marketing, sales, technical support, legal, product management and engineering • Represented RPS in Business Critical Sales Manager training
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Technical Support Manager
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1999 - 2015
• Managed teams of varying sizes from 8 to 25 staff • Became a SSPA Certified Customer Support Manager • Received award for developing, implementing and coordinating rollout of new Least Effort Customer Support program • Coordinated and implemented the Customer Roundtable Project • Regularly rewarded for achieving best in class customer satisfaction scores • Attained improved levels of support by assuming the role of change manager and implementing new processes through the team… Show more • Managed teams of varying sizes from 8 to 25 staff • Became a SSPA Certified Customer Support Manager • Received award for developing, implementing and coordinating rollout of new Least Effort Customer Support program • Coordinated and implemented the Customer Roundtable Project • Regularly rewarded for achieving best in class customer satisfaction scores • Attained improved levels of support by assuming the role of change manager and implementing new processes through the team • Developed and implemented new Techlead program to expedite customer escalations and pinpoint training needs • Created a self-scheduling training process for the engineers • Developed and implemented a work-at-home program for the entire team • Represented eDiscovery team on the Emergency Response team – CPR/AED/ First Aid Red Cross Certified • Represented Information Intelligence (Enterprise Vault and eDiscovery) in Heathrow site meetings • Represented Technical Support Delivery Management in Business Critical Sales Manager New Hire training • Facilitated training for all eDiscovery staff where needed
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Veritas Technologies LLC
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United States
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Software Development
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700 & Above Employee
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Technical Support Manager
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1997 - 2016
Managed a highly skilled team of between 8 and 15 multi-lingual Technical Support Engineers supporting Veritas eDiscovery software to ensure a world leading customer experience while exceeding industry levels of employee morale. • Developed and maintained individual career action plans for every member of the team. • Regularly rewarded for achieving best in class customer satisfaction scores • Scheduled daily activities for entire team to ensure call-answer service levels… Show more Managed a highly skilled team of between 8 and 15 multi-lingual Technical Support Engineers supporting Veritas eDiscovery software to ensure a world leading customer experience while exceeding industry levels of employee morale. • Developed and maintained individual career action plans for every member of the team. • Regularly rewarded for achieving best in class customer satisfaction scores • Scheduled daily activities for entire team to ensure call-answer service levels consistently exceeded Show less Managed a highly skilled team of between 8 and 15 multi-lingual Technical Support Engineers supporting Veritas eDiscovery software to ensure a world leading customer experience while exceeding industry levels of employee morale. • Developed and maintained individual career action plans for every member of the team. • Regularly rewarded for achieving best in class customer satisfaction scores • Scheduled daily activities for entire team to ensure call-answer service levels… Show more Managed a highly skilled team of between 8 and 15 multi-lingual Technical Support Engineers supporting Veritas eDiscovery software to ensure a world leading customer experience while exceeding industry levels of employee morale. • Developed and maintained individual career action plans for every member of the team. • Regularly rewarded for achieving best in class customer satisfaction scores • Scheduled daily activities for entire team to ensure call-answer service levels consistently exceeded Show less
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