Manager Customer Service
Resume:
Russell Derrickson
*****************@*****.***
Louisville, Co 80027
My name is Russell Derrickson and I am hoping to further my career in Customer Service and Business Management. With other companies I have been associated with several different roles, including Supervisor, Technical Researcher/Writer, Trainer, and additionally spent quite some time working with Efficiency Evaluations and look forward to honing these skills.
Work History:
o IBM (via Man Power) (2009 – 2011)
6300 Diagonal Highway
Boulder, CO 80305
Supervisor: Angela Turner 303-***-****)
While with IBM I helped with numerous tasks and roles as required including:
• Supervisor/Team Focal
o Off Shift Oversight
o Assist CSRs in Customer Escalations
o Assist CSRs in following correct procedures
o Evaluation and training of Off Shift Protocols
o Assessing any mishandled issues and correct accordingly though back end communication with various management sources globally to resolve the issue
o Documentation and evaluation of day to day procedures
o Assist in schedule distribution
o Review all “trouble calls” to evaluate for resolution and prevention of future occurrences
• Technical Writer/ Efficiency Evaluations
o Created the “CRF Lab” to assist in revamping the current Contact File System IBM makes available to a CSR to contact correct technical support
o Evaluating new proposed procedures and the impact of their implementation on day to day operations
o Evaluated and gathered data for productivity reviews via Spreadsheet and Power Point presentations
• Accomplishments/Recognitions
o Semi Annual Employee of the Year (June-December 2010)
o Employee of the Month (March 2011)
o Employee of the Month (November 2010)
o Employee of the Month (June 2010)
o The Back Room Bar & Grill (2007-2009)
Supervisor: Jennifer Zane 720-***-****)
Bar Manager
• Closing/Training/inventory/stock
o Ecoscape Environmental Design (2006)
Stone Mason/Foreman
References:
Kenneth L. Foster (********@**.***.***)
AIX System P Administrator/Support Manager
Marissa J. Baker (*******@**.***.***) 970-***-****)
IBM Support Manager/Team Lead/Quality Analyst
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