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Chief Operations OfficerStorage Asset Management Aug 2024 - PresentYork, Pennsylvania, Us -
Senior Vice President Corporate OperationsStorage Asset Management Aug 2022 - Aug 2024York, Pennsylvania, Us• Lead the organization’s Customer Care Center, Revenue Management, Corporate Operations and Training teams.• With over 70 years of executive industry experience, SAM employs an incredible team of employees on every level, encompassing district managers, marketing professionals, accountants, store managers, and assistant managers. • We are self-storage experts in sales, customer service, property maintenance, and marketing. • Storage Asset Management is proud to have over 800 employees at the store, regional and corporate office level and manage over 500 self storage locations for our clients.
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Call Center DirectorStorage Asset Management Jan 2022 - Aug 2022York, Pennsylvania, Us
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Independent Advisor | Sales & OperationsFreelance Consultant Jun 2020 - Jan 2022Ardington, Gb• Advised clients, primarily in the self storage sector, on specific aspects of their organization including strategies for business development, technology roadmap creation/implementation, staffing/training, marketing, sales, and customer service. • Facilitated appropriate adjustments in policies and procedures so their businesses were able to weather the pandemic and realize incremental growth and profitability.
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Vice President OperationsLife Storage 2016 - 2020Salt Lake City, Ut, Us• Oversaw all aspects of store operations, call center, employee training, project management, and quality assurance for 850 Self Storage facilities and 1,800 employees in the U.S. and Canada. • Developed strategies for driving growth and improving operational efficiencies. • Responsible for managing a combined P&L surpassing $900 million annually.• Successfully increased same store rental income by $122 million and overall rental income by $82 million in three years.• Transitioned call center operations from premise based to 100% remote.• Designed and delivered process improvements for payroll, training, utilities, R&M, and other initiatives that saved the company more than $4 million in two consecutive years.• Saved more than $500,000 in annual payroll costs through innovative programs such as Multi-store Manager and Shared Maintenance.• Propelled the company to its first quarter of YoY operating expense reduction in its history.
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Vice President Customer Care And Training & DevelopmentLife Storage 2014 - 2016Salt Lake City, Ut, Us• Responsible for directing a team of customer-focused professionals in a high-volume sales, training, and call center environment. • Developed and managed various key, strategic initiatives for the company.• Facilitated and led training for newly hired team members, effectively integrating call center employees into the company’s field operations.• Delivered 71,121 hours of online training content, an increase of 18,409 hours or 35% over the previous year’s total.• Expanded call center coverage to a 24/7/365 environment, reducing workload for Store Teams and Field Management outside of normal business hours. • Created 19 new training curricula, and designed 1,500 new courses and videos covering a wide range of business-related topics. • Implemented a new Store Team training program, saving the company $600,000, with a projected five-year savings of $3 million across the 550 stores at that time.• Transitioned the Certified Training Manager position to an online model, saving the company more than $70K in annual labor expenses. • Grew the Customer Care Center from 18 to 50 agents.• Developed and implemented custom routing capabilities which reduced thousands of non-sales calls and properly directed them to non-sales channels for proper support and resolution.
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Director Customer Care And Training & DevelopmentLife Storage 2012 - 2014Salt Lake City, Ut, Us• Drove technological and operational efficiency within the company's Call Center and Training Departments. • Implemented a Workforce Management System, reducing headcount requirements by 20%. • Transitioned the company’s face-to-face training program into an online version, delivering enhanced consistency and oversight, while saving more than $1.2M in the first three years of the program. • Created and implemented a first-of-its kind performance management system, dramatically increasing the frequency and amount of performance feedback provided to the employee base, and decreasing employee attrition by 5%.
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Senior Manager Customer Care And Training & DevelopmentLife Storage 2010 - 2012Salt Lake City, Ut, Us• Implemented company's first online Learning Management System (LMS) to ensure training delivery, comprehension, adherence and compliance. • Directed the creation of thousands of hours of proprietary training content, job aids, and materials that contributed to improved productivity. • Revised a pay-for-performance incentive-based compensation plan comprised of key metrics including: ready time, handle time, wrap time, move-ins-per-hour, close rate, and call quality. • Increased call center capacity to 400,000 calls per year and maintained an answer rate of 98.5%, with an average speed to answer of 7 seconds. • Created and implemented Key Performance Indicators (KPIs) and benchmarks to guarantee optimal performance. • Increased close rate, capturing 76K rental sales per year, with an average monthly rental amount of $90 (at the time) and an average length of stay at 11 months, generating more than $75M in rental sales.
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Training & Development ManagerLife Storage 2009 - 2010Salt Lake City, Ut, Us• Devised training requirements that aligned with the company’s overall business goals; created, delivered, and coordinated training and development programs for a diverse group of leadership and employees; developed performance metrics, designed curriculum and instructive materials, assessed and improved effectiveness and impact of training, and implemented process improvements.• Revamped the department’s new hire training program, incorporating advanced sales and customer service techniques to improve efficiency of front-line Call Center Representatives. • Created a multi-faceted call evaluation and coaching process, completed 1,045 call evaluations and improved average call evaluation score average from 86.72% in 2013 to 90.23% in 2014.
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Training & Development LeaderEssendant 2008 - 2009Deerfield, Il, Us• Directed the development of training materials and programs to support the sales force for the world’s largest distributor of office supplies, printing hardware, and consumables, with annual sales surpassing $4B. • Created and implemented various sales training programs, trade show formats, and certification programs to educate internal sales and management staff on the company's product lines, vendors, and services.• Negotiated and secured over $150,000 in annual vendor funding to support various training initiatives.
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General ManagerAutotrader Us 2006 - 2008Atlanta, Ga, Us• Responsible for the opening and and on-going management of a “ground-up” call center for the world's largest online advertiser of automobiles, boats and RVs with sales in excess of $12 billion. • Researched, created and implemented the new-hire training program for the company's newly-created Private Seller Advertising Department.• Adopted and implemented several strategic infrastructure upgrades including: new point-of-sale, phone and dialer systems.• Drove a 100% increase in pre-paid sales and a 150% reduction in customer cancellations.
Darren Laratonda Education Details
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Buffalo State UniversityEducation
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Start your free trialFrequently Asked Questions about Darren Laratonda
What company does Darren Laratonda work for?
Darren Laratonda works for Storage Asset Management
What is Darren Laratonda's role in his/her workplace?
Darren Laratonda's role in his/her workplace is Chief Operations Officer (Coo).
What is Darren Laratonda's email address?
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What is Darren Laratonda's direct phone number?
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What schools did Darren Laratonda attend?
Darren Laratonda attended Buffalo State University .
What is Darren Laratonda's role in his/her workplace?
Darren Laratonda has skills like Training, Leadership, Management, Coaching, Sales, Account Management, Sales Management, Contract Negotiation, Team Building, Customer Service, Recruiting, Strategy, Marketing, New Business Development, Strategic Planning, Customer Satisfaction, Sales Process, Leadership Development, Direct Sales, Sales Operations, Operations Management, Negotiation, Selling, Performance Management, Process Improvement, Business Development, Time Management, Change Management, Team Leadership, Organizational Development, Business Process Improvement, Public Speaking, Employee Training, and Budgeting.
Who are the industry peers of Darren Laratonda at other companies?
Darren Laratonda's peers at other companies are Lynn Sykes, Michael Stratton, Michael Anthony, Danielle Nutter, Jennifer Barroqueiro, and Joe Saffire. and Matt Pfalzer. Darren Laratonda's peers at other companies are Lynn Sykes, Michael Stratton, Michael Anthony, Danielle Nutter, Jennifer Barroqueiro, and Joe Saffire. and Matt Pfalzer.
