Experienced Logistics and Customer Service Professional
Resume:
Derrick Taylor
Norfolk, VA ****4
***********@******.***
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. Skilled remote worker trained to
work multiple CRMs. Ability to type 50 words per minute while managing
various screens. Self starter with the ability to work individually or in a team
environment.
EXPERIENCE
Langley Federal Credit Union-Collections Agent
Jan-2024 to Feb-2026
● 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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