Darren E. Swanson brings more than 20 years of operations and leadership experience to Sykes Enterprises, Incorporated as the Senior Vice President of Strategic Client and Operations Management, Financial Services, Healthcare and Insurance. Joining the company in December 2016, Mr. Swanson is capitalizing on his experience in leading multi-thousand seat operations to spearhead a client and operations management team, focused on evolving a foundational enterprise-wide approach to account management, operational planning and optimization, performance management, talent acquisition, and development.
Prior to joining SYKES, Mr. Swanson was a Vice President in Customer Service Operations with DISH Network, where he was responsible for the management and strategic vision of a 5,000-employee call center operation. Mr. Swanson continually engaged with and coordinated multiple site operations, working constantly with various departments and levels to drive efficiencies and customer satisfaction by focusing on employee engagement, development and recognition. His efforts resulted in continual industry recognition for customer satisfaction and a 27 percent reduction in operating costs from 2009 to 2015.
Before working with DISH, Mr. Swanson spent close to nine years with TeleTech, where he rapidly moved up the ranks in Global Operations from Director to Executive Director to Vice President. Responsible for client-relationship management, contract negotiation and management, call-center operations and performance management, Mr. Swanson directed a multi-site, international operation with over 5,000 customer-care representatives. In his tenure there, Mr. Swanson continually increased revenues and EBIT from 2000 to 2009.
Mr. Swanson earned his MBA in Business Administration from the University of Colorado and received his Bachelor of Sciences in Architecture from the University of Nebraska. His dedication to building community extends to volunteering with nonprofit organizations like Adopt-A-School and Junior Achievement in addition to coaching youth football, basketball, baseball and softball teams.
Mr. Swanson has been married to his wife Courtnay for over 25 years and has three children, Maddison, Zachary, and Emma and cannot forget about Stitch their hairless dog. He enjoys golf, spending time traveling and attending the myriad of sporting events that they all continue to be involved in.