Darren Ibara
About Darren Ibara
Darren Ibara serves as the Senior Manager of Contact Center Operations at Hawaiian Airlines, where he has worked since 2018. He oversees a multi-site contact center and ensures compliance with service level agreements and key performance indicators.
Work at Hawaiian Airlines
Darren Ibara has held multiple positions at Hawaiian Airlines since 2011. He began as an Intern Business Analyst for four months before moving to the role of Analyst in the Consumer Affairs Office from 2012 to 2015. He then served as a Technology and Process Improvement Analyst in Reservations until 2018. In 2018, he transitioned to the role of Process and Technology Lead for Customer Contacts, where he worked for seven months. Currently, he is the Senior Manager of Contact Center Operations, a position he has held for six years. In this role, he leads a multi-site contact center that manages over six lines of business and five communication channels.
Education and Expertise
Darren Ibara earned a Bachelor of Business Administration (BBA) from the University of Hawai‘i - Shidler College of Business. His studies focused on Marketing and Management, providing him with a strong foundation in business principles. His expertise includes analyzing both structured and unstructured data, which he effectively presents to senior executives. Additionally, he has experience in implementing new technologies in customer care and contact center operations, aimed at enhancing guest satisfaction.
Background
Before his career at Hawaiian Airlines, Darren Ibara worked as a Student Assistant/Assistant Analyst at the Hawaii State Department of Education from 2007 to 2011. This role provided him with early experience in analysis and operational support. His progression through various roles at Hawaiian Airlines reflects his growing responsibilities and expertise in contact center operations and customer service management.
Achievements
In his current role as Senior Manager of Contact Center Operations, Darren Ibara is responsible for ensuring that all contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met. He acts as a liaison between the Contact Center group and other operational and commercial groups, contributing to program and policy development. His leadership in implementing new technology in customer care has been instrumental in improving guest satisfaction.