Customer Service Manager
Resume:
Derrick Wright
Decatur, Georgia 30034
********@*****.***
EXECUTIVE SUMMARY
Innovative, assertive and high performing Customer Service Manager credited with directing best in class hospitality organizations. Extensive experience leading, coaching and mentoring employees. Trusted strategic business partner with sound technical skills, excellent judgment and strong operational focus. Highly successful leader and counselor with significant customer service experience and demonstrated ability to facilitate conflict resolution build teams and effectively communicate with all levels of an organization.
Customer Service leader with expertise in all customer service areas; particular success in:
Identifying Organizational Competencies
Internal Change and Reorganization
Setting Expectations and Goals
Project Management
Ensure Guest Satisfaction
Building and Leading Effective Teams
Employee Performance Management
Training and Development Leadership
Handling of Daily Cash Deposits
Vendor Relations, Including Product Orders and Inventory.
EMPLOYMENT HISTORY
Hyatt Place 01/2009-07/2010
West Palm Beach, Florida
Supervisor, Gallery Host
§ Assist the assistant general manager in the operation of an efficient and profitable hotel.
§ Supervise the activities of twelve or more gallery hosts.
§ Prepares reports and documents monitoring business growth and forecasting.
§ Prepare the weekly work schedules for all gallery hosts.
§ Place food and beverage orders for the hotel with numerous vendors.
§ Perform the daily cash deposits
Rent- A- Center, Inc. 10/2005-10/2008
West Palm Beach, Florida
Account Manager
§ Assist the general manager in the operation of an efficient and profitable
retail store.
§ Collects required weekly percentage of revenue dollars established by the
company.
§ Prepares reports and documents monitoring business growth and forecasting.
§ Calculated weekly, bi-weekly and monthly payments, payoffs and remaining value
of retail merchandise.
§ Negotiate long and short-term lease contracts for rental merchandise.
Provide excellent customer service to internal and external customers.
Hennepin County 05/2003- 10/2005
Minneapolis, Minnesota
Human Services Representative
§ Provide world-class customer service to internal and external customers.
§ Received incoming calls and made calls to members and employers in regard to
information concerning healthcare benefits, food support, and financial
assistance. § Resolved and updated client information for continuation of benefits.
§ Calculated monthly monetary benefits for clients, based on their current
employment situation.
§ Arranged short term and long term housing for clients
§ Determined healthcare benefits for clients based on their family structure and
there earned and unearned income.
§ Communicated regularly with the Social Security Administration to determine
client's eligibility for benefits.
Aetna Inc. 11/2001- 06/2003
Minnetonka, Minnesota
Claims Processor
§ Provide world-class customer service to internal and external customers.
§ Received incoming calls from members and employers in regard to information
concerning healthcare benefits.
§ Resolved and updated insurance information on patient accounts.
Process incoming claims for pharmacy benefits.
HealthPartners 10/1999-11/2001
Bloomington, Minnesota
Appointment Coordinator
§ Provide world-class customer service to internal and external customers.
§ Received incoming calls from patients and medical office personnel in regard to
scheduling appointments.
§ Resolved and updated insurance information on patient accounts.
Compbenefits Corporation 07/1996-10/1999
Roswell, Georgia
Customer Claims Representative
Provided customer support for HMO, POS, PPO, OOA and Medicare supplement plans
within a high-volume call center.
§ Served as a liaison between patients, facilities, provider relations, medical
groups and the claims department to help resolve and correct problems.
§ Explained members’ rights and responsibilities in accordance with contracts.
§ Worked to enhance customer satisfaction and retention.
ADT Security Corporation 05/1993-08/1999
Atlanta, Georgia
Technical Support/Equipment Specialist / Shift Supervisor
§ Provided technical support via phone and on site to residential and commercial
clients.
§ Organized the cross training groups with ADT Service Technicians to improve
technical support.
§ Participated in sales groups and established new sales and marketing techniques
for improvement in company revenue.
§ Supervised employees to ensure prompt service and customer satisfaction.
EDUCATION AND PROFESSIONAL DEVELOPMENT
Bachelor of Science in Liberal Arts, Morehouse College, Atlanta, Georgia.
COMMUNITY INVOLVEMENT
St. Ann’s Catholic School, youth program volunteer.
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