Darrin Cranford

Experience

• 

  Great Plains Coca-Cola

  Jan 1994 - Aug 2000

  • Customer Service Supervisor

    Jan 1996 - Aug 2000

  • Customer Service Representative

    Jan 1994 - Jan 1996
• 

  Sprint

  Aug 2000 - Oct 2014

  Software testing that tests the functionality of an application as opposed to its internal structures or workings.Develop, implement, and maintain manual and automated quality assurance testing methodologies and systems to ensure the accuracy and stability of software applications.Prepare test designs based on documented requirements and interviews with Project Management and Development teams.Recommend methodologies and software for automated testing and defect tracking.Develop regression, quality assurance, and validation tests and plans.Prepare queries to access databases. Searches source code as needed.Execute manual tests. Communicate application errors in a clear and concise manner.Analyze results, draw conclusions from test results, and make recommendations.Ensure that no defective products are moved to production. Show less Handle escalated calls from customers within their assigned teams. Coach specialists through the process by demonstrating the correct procedures. Maintain documentation as required. Recommend solutions and take action based on observations/monitors. Assisting Customer Specialists in the handling of customer questions and escalations.Monitoring customer interaction/call performance providing written and verbal feedback to Specialists as it relates to specific behaviors and call quality.Auditing, tracking, and trending random adjustments regularly and providing written and oral feedback on individual and team performance.Partner with E&D to meet with new Customer Specialists to lead discussions regarding quality behaviors and trends.Consistently managing to personal/departmental objectives in a self directed environment. Show less

  • Software Testing Specialist

    Jul 2011 - Oct 2014

  • Quality Assurance Analyst

    Jan 2005 - Jul 2011

  • Senior Customer Solution Specialist

    Aug 2000 - Jan 2005
• 

  Love's Travel Stops

  Jan 2015 - Sept 2015

  Dispatch Representative

  Assisting Gemini Drivers and Logistics Coordinators by handling incoming calls to Logistics. Using internet and computer-based systems to monitor store levels, supply levels, and assist drivers with load scheduling and equipment needs.Answer phones while providing a high level of customer service to drivers calling with various logistics and supply chain related issues.Assist in monitoring Loves and 3rd party location’s inventory levels.Troubleshoot logistics/supply chain related problems and provide recommendations for resolution.Comprehensive documentation of logistics and supply chain related issues. Manage and complete projects in a timely manner while still handling daily call volume.Accurately relay important information to internal and external customers.Other duties assigned as needed. Show less

• 

  ISG Technology LLC

  Sept 2015 - Oct 2019

  Purchasing Agent

  Primary working relationships with the Service Team, Sales Team, Customer Care Team and will interact directly with ISG vendors and customers.Research availability and pricing at primary vendors.Enter Purchase Orders and Sales Orders in accounting system.Create part numbers in accounting system following prescribed part guidelines.Work with distributors and vendors to enter orders either online or via email.Monitor CRM application for order activities and document all steps of the order process for each order.Confirm registration of hardware maintenance agreements.Communicate license and support information to customers and ISG Customer Support team.Assist with Return Merchandise Authorizations (provide order information, etc.) Show less

• 

  Paycom

  Nov 2019 - now

  A Paycom Specialist provides clients a single point of contact for proactive customer service of all HCM products, client training, technical support, and payroll service. The Specialist is the front line for both client retention and satisfaction. A Paycom Specialist ensures that all payrolls for their assigned clients are 100% accurate, new administrators and users are appropriately trained, and requests for assistance, questions and fixes are answered in a timely manner. The Specialist provides solutions to client inquiries and always does so with a smile in their voice and the client in their mind. The Specialist thrives in a collaborative work environment and takes responsibility to handle problems through to completion, thus forming a trusted relationship with their clients and colleagues. The Specialist exhibits the Paycom attitude of willingness to go the extra mile to resolve a problem and takes every opportunity to learn and expand their industry and technical knowledge. When confronted with a challenging problem, the Specialist empathizes with the client, takes full responsibility to resolve the issue, asks for help when needed, and understands the urgency and criticality of each situation. Show less

  • Team Leader

    Jul 2022 - now

  • Paycom Specialist

    Nov 2019 - Jul 2022