Derrick Green

**** **** ******** **** *-*** Spokane, WA 99224

509-***-**** ▪▪ prqmwc@r.postjobfree.com

Capabilities Profile

A Detail-oriented Professional with solid experience in Sales, diverse Technologies, and fast-paced environments. Has been recognized for adaptability, creativity and follow-through in delivering exceptional customer service even under stressful situations. Effective communicator and team player with demonstrated analytical, Supervisory, problem-solving and decision-making skills. Able to coordinate multiple projects to completion on time.

Professional Experience

Magnuson Hotels – Spokane, Washington (2010 – 2010)

Director of Data and Voice Services

Direct call center operations as a liaison between clients, supervisors, and call center employees. Administer performance management of a 25,000 call a month contact center by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Possess strong team leadership, and motivational skills. Technologically savvy with experience working with telephony systems, real time call center monitoring and reporting systems.. Well rounded coaching management style and interviewing and hiring experience. Establish performance goals to exceed efficiency levels, quality assurance standards, and sales targets.

 Driving the development of superior customer service and high performance.

 Hiring, training/developing, scheduling, payroll, motivating, coaching, evaluating, revenue / budget management and retaining qualified staff.

 Leading workflow distribution and floor management to ensure service levels are satisfied.

 Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

 Developed administered and deployed an Avaya telephony and IVR system including call scripts to facilitate the efficient management of call volume.

 Expedited and facilitated the escalation of customer service issues and complaint process.

 Maintained and audited security systems for building and staff.

 Controls revenues and/or expenses within operating unit and responsible for meeting budget goals and objectives. Provides input to policy level direction regarding standards and budget constraints.

First Index - Spokane Valley Washington (2009 - 2010)

Vendor management/Sales, Member Services

To support First Index Members by maintaining contact with suppliers and buyers to facilitate the business relationship through the use of the services to promote successful business transactions.

• Regional Account Management to support service members.

• Entering Sales orders. Sales, Renewals and Collections.

• Vendor, Buyer relations and Contracts.

• Reading and understanding prints.

• Knowledge of Machining practices.

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Professional Experience (Continued)

Gerneral Dynamics – Itronix Spokane Valley, Washington (2004 – 2009)

Technical Support Lead, Customer Solutions Group (2004-2009)

Product Support assisting Clients with both hardware and software solutions, Warranty replacement, Call center operations Lead, Account Management, onsite upgrades and reworks and new deployment assists, inventory light accounting. Works as individual contributor using defined resources to meet project requirements.

 Provided Tier 1 and Tier 2 support for over 7K Accounts and >20 escalated calls/month on hardware and software solutions for end user environments.

 Resolved escalated issues collaborating with Engineers and vendors.

 Managed and supported Clients through email and Phone across multiple end-user platforms, in sales and mobile solutions.

 Provided onsite training certifications to multiple clients to reduce field preventable returns.

 Selected to serve on corporate cross-functional team at weekly oversight meetings to address FPR rate and reduced this metric by 10% by developing a call center report and providing extra training to the call center thus reducing cost to the company.

 Identifying Quality issues and redefining processes to better meet Customer expectations to promote outstanding Customer Service

 Served on team responsible for developing and implementing Lean manufacturing and Service practices.

Software Spectrum Liberty Lake Washington (2001-2003)

Software Analyst

Inbound and Outbound Phone support for Cooperate clients and End-user environments. Products supported include but are not limited to Outlook, Outlook Express, Internet Explorer, Net meeting, Net folders, Exchange, Office apps, Virus removal, Data recovery, Email and server connection issues, Registry fixes and backing up and restoring client data, driver issues, Hardware issues and resolving third party program conflicts, also Case management and Client retention. I Received 3 citations of top-notch customer service in <6 months, meeting service level agreement of 95% and maintaining rank in top 5% of all call takers in my group.

Security Armored Express, Spokane Washington (2000 – 2001)

Security Transport Officer,

The transportation and delivery of liability too and from client locations, also Route and client management lifting 100 lbs or more.

• Armed Certification

• Asp and OC training

• Alarm response

Adams County Sheriffs Office, Ritzville, Washington (1999 – 2000)

Corrections Officer/911 Dispatcher

Receive and dispatch emergency calls. To protect and maintain the security of the Adams County jail. Manage crisis situations, data entry, and report writing.

 Firearms training and monthly certification

 Defensive Tactics certified and prisoner retention training.

 Dispatch, Inmate monitoring, report writing.

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Professional Experience (Continued)

City of Granger Police Department (1997-1997)

Police officer Mutual Aid Agreement

To protect / serve the citizens of Yakima County, and the City of Granger. To respond to calls for service, investigate crimes and make Probable cause arrests.

• Fully Commissioned

• Defensive Tactics, Use of force Continuum.

• Criminal investigation

• Traffic control and Accident investigation.

• Alarm response

• Drug Enforcement and abatement Team (DAT)

Yakima County Department of Security (1995 – 1998)

Special Deputy to the Courts

Performed security functions for the following departments Juvenile, Family, Civil, District, Superior Courts, and Probation Department.

• Fully commissioned

• Warrant service

• Prisoner transport/escort

• Issuing Criminal and Civil citations

• Weapon and drug searches

• Judicial protection

Yakima County Sheriff’s Department, Yakima, Washington (1993 – 1999)

Reserve Deputy

To protect and serve the citizens of Yakima County. To respond to calls for service, investigate crimes and make probable cause arrests, also Case management, report writing.

• Fully Commissioned

• Defensive Tactics, Use of force Continuum.

• Criminal investigation

• Traffic control and Accident investigation.

• Alarm response

• Drug Enforcement

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Education

Criminal Justice program Yakima Valley community College

High School Diploma West Valley High School

Technical Skills/Training

Avaya Telephony system and Call reporting software.

Avaya IVR software

Sun Training Military products 2007

Net motion Network training and certification 2006

Comp USA Technical Program MCSE 2001

Technical Skills/Training

State of Washington Corrections Officer Academy 1999

State of Washington Reserve Officer Academy 1993

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