Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Aleksi Derzon

West Jordan,Utah

Summary

Dynamic Team Lead at ONYX Graphics Inc. with a proven track record in technical training and customer service. Expert in Salesforce reporting and process improvement, I successfully mentored teams, enhancing performance metrics and client satisfaction. Adept at strategic planning and conflict resolution, I drive operational excellence through effective communication and collaboration.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Team Lead

ONYX Graphics Inc.
11.2024 - Current
  • Mentored team members on phone etiquette, achieving improved goal attainment and metric performance.
  • Collaborated with engineering to resolve support issues promptly and efficiently.
  • Developed rules, policies, and procedures for the Technical Support team operations.
  • Created custom Salesforce reports and dashboards to identify areas for improvement within support and engineering teams.
  • Reorganized Salesforce Task Force to enhance oversight and streamline processes across multiple teams.
  • Designed training for new Support Team Members, successfully training two recruits one month after onboarding.
  • Produced how-to guides and updated processes to simplify problem-solving for common issues.
  • Assisted upper management in managing high-profile customer accounts while specializing in two ancillary products.

Sr Technical Customer Care Specialist

Dealertrack DMS
04.2022 - 10.2024
  • Trained new team members on DMS Reporting fundamentals.
  • Communicated with performance managers and regional sales managers to resolve client software issues.
  • Contacted clients to confirm resolution of issues and ensure satisfaction with support.
  • Collaborated with team members to explore new software areas, enhancing overall knowledge.
  • Assisted the client services team with report-building issues, ensuring timely resolutions.
  • Redesigned client issue handling processes for efficient problem resolution by specialized teams.
  • Expanded DMS expertise by undertaking additional responsibilities across all areas.
  • Contributed to the migration of Vendor Assist support teams for improved service delivery.

Sr. Technical Client Service Representative

Dealertrack DMS
06.2018 - 03.2022
  • Developed training program for Advanced Reporting, enabling representatives to troubleshoot Advanced Report Writer issues.
  • Conducted daily reviews of team members' cases to ensure quality assurance and skill enhancement.
  • Oversaw Advanced Reporting support, collaborating with teams to enhance DMS Reporting knowledge.
  • Facilitated team meetings while delivering ongoing training and coaching to improve performance.
  • Provided after-hours assistance by troubleshooting customer issues during weekends.
  • Served as Dealertrack Liaison for experimental AI Program Airin, supporting project integration efforts.
  • Created tailored Advanced Reports for clients, ensuring thorough analysis of data.
  • Certified in CEB Effortless Experience, led transition from Skype/Slack to Microsoft Teams.

Technical Client Service Representative I & II

Dealertrack DMS
10.2016 - 05.2017
  • Achieved 100% QA Call score through optimized inbound call management for DMS users.
  • Provided troubleshooting and training support to enterprise clients, enhancing first-call resolution rates.
  • Assumed advanced reporting responsibilities, delivering improved operational insights.
  • Collaborated with supervisors to effectively address escalated client issues.
  • Partnered with DMS Reporting product manager, enhancing skills in report creation.
  • Managed on-call duties alongside higher-level responsibilities to ensure operational continuity.
  • Resolved client concerns through effective inbound call management strategies.
  • Collaborated in Business Office by cross-training and managing department calls.

Appliance installer and handyman

XPO Logistics
02.2016 - 10.2016
  • Installed various appliances in the homes of Best Buy customers..
  • Conducted detailed product demonstrations to enhance customer understanding.
  • Troubleshot customer issues over the phone, ensuring timely resolutions.
  • Maintained consistent communication with customers regarding delivery and installation updates.

Education

Some College (No Degree) - Computer Engineering

Salt Lake Community College
Salt Lake City, UT

Some College (No Degree) - Computer Engineering

Brigham Young University-Idaho
Rexburg, ID

Some College (No Degree) - Computer Engineering

University of Arizona Global Campus
Arizona City, AZ

Skills

  • Technical training and support
  • Customer service and client support
  • Salesforce and JIRA reporting
  • Process improvement and workflow management
  • Team leadership and mentoring
  • Analytical thinking and problem-solving
  • Effective communication skills
  • Performance management and monitoring
  • Conflict resolution strategies
  • Strategic planning and goal setting
  • Employee evaluation and onboarding
  • Quality assurance practices
  • Cross-functional collaboration techniques
  • Daily workflow optimization
  • Meeting facilitation and team assessment

Certification

  • Real Estate License
  • Low Effort Customer Experience Certified
  • KCS Contributor Certified

References

References available upon request.

Timeline

Team Lead

ONYX Graphics Inc.
11.2024 - Current

Sr Technical Customer Care Specialist

Dealertrack DMS
04.2022 - 10.2024

Sr. Technical Client Service Representative

Dealertrack DMS
06.2018 - 03.2022

Technical Client Service Representative I & II

Dealertrack DMS
10.2016 - 05.2017

Appliance installer and handyman

XPO Logistics
02.2016 - 10.2016

Some College (No Degree) - Computer Engineering

Salt Lake Community College

Some College (No Degree) - Computer Engineering

Brigham Young University-Idaho

Some College (No Degree) - Computer Engineering

University of Arizona Global Campus

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