Customer Service Account Manager
Resume:
Derrick Taylor
Norfolk, VA **504
***********@******.***
PROFILE
Navy Veteran and business professional skilled in logistics, customer service, and sales account management. Strong customer relationship builder. Training and development specialist. Over 25+ years’ experience working in customer facing, commercial, and government office environments with a proven track record of improving KPI’s.
EXPERIENCE
Langley Federal Credit Union-Collections Agent
Jan-2024 to March-2025
●Account manager maintaining and updating member accounts with most accurate information.
●Contacting members regarding delinquent, auto loans, credit cards and personal loans.
●Collecting payments on delinquent accounts or setting payment arrangements to bring account current.
●Maintaining monthly KPI’s by following up on arrangements and collecting on scheduled payments.
●Counseling members on the different options available to bring accounts up to date.
Randstad/Cotiviti Team (Remote Work) - Payment Accuracy Audit Specialist
April-2023 to Jan-2024
●Solved problems by identifying errors and over payments for various healthcare clients.
●Used creative concepts to help generate new ideas for identifying claim and recovery opportunities.
●Trained in multiple CRM software such as ROW, RMS, and RCA.
●Achieved excellence by meeting and exceeding audit team goals and quality measures.
●Served clients by responding to questions or inquiries, regarding payment accuracy audits.
Asurion/Nashville TN (Remote Work) - Trainer and Adult Learning Support Specialist
Sept 2020 to Feb 2023
●Responsible for training new agents for claims, technical support, and customer service roles.
●Performed coaching sessions with agents to discuss progress and answer questions.
●Created educational content and conducted training sessions.
●Provided regular feedback to hiring managers and coaches.
●Managed training timeline in order to complete new agent training on schedule.
Cox Communications/Chesapeake VA- Digital Contact Specialist
March-2019 to Sept-2020
●Customer service account manager responsible for completing orders for new service and selling additional telecommunications services.
●Proficient in Cox Communications Company CRM to manage customer accounts.
●Employee account maintenance for new employee accounts, also responsible for converting employee accounts back to Consumer accounts.
●Maintain account security by authenticating each customer or employee account following Cox Communication guidelines for Authentication.
Transworld Systems/Dublin OH-Customer Service Collections
May-2012 to March-2019
●Communicated with consumers by telephone and approved written correspondence to create a resolution for bringing negative account balances current.
●Daily outbound calls 320-350 per day in order to maximize customer contact.
●Provided support to supervisors, by maintaining accurate file records with updated information on calls made or received.
●Counseled consumers to assist in finding alternate means of finding funds to meet payment obligations.
●Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations regarding job responsibilities.
●Knowledge, understanding, and compliance with TSI policies and procedures.
●Maintained knowledge of functional areas and company policies and procedures.
Sprint Store/Columbus OH Sales Representative/Assistant Store manager
February 2007- April 2012
●Assistant store manager responsible for opening and closing procedures of the store.
●Managed team of 8 in exceeding monthly individual and store sales goals.
●Inventory control/loss prevention responsible for maintaining proper inventory counts of phones and accessories.
●Preparing buyback and giveback phones for shipment through the Sprint phone exchange program.
●Responsible for processing consumer credit report information necessary to qualify potential customers.
●Properly complete end of day closing paperwork, safe drops and bank deposits.
●Continued training and education of Sprint policies and procedures via online training portal.
U.S. Navy/Norfolk VA-Logistics Specialist
Aug-1997 to Dec-2003
●6 years of military experience in the logistics and transportation field.
●Track record of clearly defining special instructions or equipment required on bill of lading or electronic shipment tenders for the Navy.
●Comprehensive knowledge of providing customer service to assigned department accounts and preparing packing/ shipping documents.
●Capable of systematically reviewing part characteristics and recommending alternatives or replacement components.
●Data entry skills calculating financial data recorded in order to report fiscal year spending of government funds allocated to the command.
Skills
Word processing 60wpm
Sales & Marketing
Negotiation Skills
Accounts Receivable
Accounts Payable
Retail Management
Account Management
Procurement Specialist
Inventory Control
Records Keeping
Microsoft Word
Microsoft Excel
Microsoft Power Point
EDUCATION
High School Diploma
Weaver HS-Hartford CT 1993-1997
Certificate of Barber Styling
Ohio State College of Barber Styling 2010-2011
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