Daryl Henson

Team Manager at MDM Systems, Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
PH
Languages
  • English -
Skills

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Bio

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Credentials

  • LTEW (Leading The eTelecare Way)
    -

Experience

  • MDM Systems, Inc.
    • Philippines
    • Outsourcing and Offshoring Consulting
    • 1 - 100 Employee
    • Team Manager
      • Aug 2015 - Present

      Manages the performance of 10-16 agents of mixed tenure through one on one coaching/ teaching sessions and real time floor support. Supports agents by listening to live and recorded calls, providing real time feedback and taking escalated calls. Generates performance reports and analysis on a regular basis. Reviews agent performance on a weekly, monthly, quarterly and yearly basis or whenever applicable for the purposes of improving agent performance. Manages the performance of 10-16 agents of mixed tenure through one on one coaching/ teaching sessions and real time floor support. Supports agents by listening to live and recorded calls, providing real time feedback and taking escalated calls. Generates performance reports and analysis on a regular basis. Reviews agent performance on a weekly, monthly, quarterly and yearly basis or whenever applicable for the purposes of improving agent performance.

  • iQor
    • United States
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Team leader
      • Feb 2013 - Feb 2015

      Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort Provide the team with a vision of the project objectives Motivate and inspire team members Lead by setting a good example (role model) - behavior consistent with words Coach and help develop team members; help resolve dysfunctional behavior Facilitate problem solving and collaboration Strive for team consensus and win-win agreements Ensure discussions and decisions lead toward closure Maintain healthy group dynamics Intervene when necessary to aid the group in resolving issues Assure that the team members have the necessary education and training to effectively participate on the team Encourage creativity, risk-taking, and constant improvement Recognize and celebrate team and team member accomplishments and exceptional performance Show less

  • Stream Global Services
    • United States
    • Outsourcing/Offshoring
    • 700 & Above Employee
    • Team Leader
      • Oct 2009 - Feb 2013

      Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort Provide the team with a vision of the project objectives Motivate and inspire team members Lead by setting a good example (role model) - behavior consistent with words Coach and help develop team members; help resolve dysfunctional behavior Facilitate problem solving and collaboration Strive for team consensus and win-win agreements Ensure discussions and decisions lead toward closure Maintain healthy group dynamics Intervene when necessary to aid the group in resolving issues Assure that the team members have the necessary education and training to effectively participate on the team Encourage creativity, risk-taking, and constant improvement Recognize and celebrate team and team member accomplishments and exceptional performance Show less

  • eTelecare Global Solutions
    • United States
    • Outsourcing/Offshoring
    • 300 - 400 Employee
    • Team Leader
      • 2009 - 2013

      Create an environment oriented to trust, open communication, creative thinking, and cohesive team effortProvide the team with a vision of the project objectivesMotivate and inspire team membersLead by setting a good example (role model) - behavior consistent with wordsCoach and help develop team members; help resolve dysfunctional behaviorFacilitate problem solving and collaborationStrive for team consensus and win-win agreementsEnsure discussions and decisions lead toward closureMaintain healthy group dynamicsIntervene when necessary to aid the group in resolving issuesAssure that the team members have the necessary education and training to effectively participate on the teamEncourage creativity, risk-taking, and constant improvementRecognize and celebrate team and team member accomplishments and exceptional performance Show less

    • Customer Service Associate
      • Oct 2006 - Oct 2009

      Prepares for customer inquiries by studying products, services, and customer service processes.Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.Records customer inquiries by documenting inquiry and response in customers' accounts.Improves quality service by recommending improved processes; identifying new product and service applications.Updates job knowledge by participating in educational opportunities.Accomplishes customer service and organization mission by completing related results as needed. Show less

Education

  • South East Asian College Ins
    BS Nursing, Science, Technology and Society
    2002 - 2006

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