Daffney Eddins

I am an independent, goal oriented professional with experience providing management, and organizational support in Call Center Operations. I am experienced in designing and implementing quality assurance programs, commercial/personal loan origination, and collection management. I have a proven track record in creating and implementing high-quality, cost efficient processes. I have developed processes and procedures resulting in significant performance improvement for a leaner company bottom line. I also have expertise in call center operations, personnel management, credit analysis, and customer service focusing on metric based performance and profitability. My skill set includes Learning & Development, facilitation, customer contact methodology, quality assurance, managing loss budgets, collections, credit decisions/analysis, mass production control, maintaining positive vendor /customer relationships; and articulate, effective communication skills. • Designed and Implemented Quality Assurance program • Increased Performance overall by 55% within 1st year of implementation • High Volume Call Center Experience • Efficient 1st Call Customer Resolution • ACD Metric Based Performance • Analyst –Data/Complex information/QA • Centrevue/Avaya Technology • Experienced Team Lead/Supervisor: 80+ • Reporting-Ad Hoc • Employee Development • Proficient MS Office Suite • Oracle/CRM/IEX/Lync/Workforce Mgmt. • Contact Center Operations • Commercial Credit Analyst • Profit/Loss Analyst/Budgeting • Green Belt Certified/Six Sigma Trained • Improved Customer Satisfaction I am passionate about Quality and delivering exceptional customer experiences. Every interaction has a customer. Every interaction also has an opportunity to enhance that customer’s experience. This passion is what I bring to the table. Every time you have an interaction with someone, you have the opportunity to make a positive impact.