Courtney Derrickson
La Vergne,Tennessee
Summary
As a customer service professional, I bring valuable experience in addressing and resolving customer issues effectively. Known for a strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Acentra Health
08.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Obtained additional documentation required for case review.
- Improved customer satisfaction by efficiently handling and resolving appeals in a timely manner.
- Expedited the appeals process for faster resolutions by streamlining procedures and workflows.
- Provided excellent customer service by actively listening to customer concerns and empathetically addressing their needs throughout the appeals process.
CSR 2 / Lead
Tennessee Department of Revenue
03.2021 - 12.2024
- Facilitated communication between customers and the organization, ensuring clear understanding of product and service details
- Addressed and resolved customer inquiries, maintaining high standards of accuracy and efficiency in problem-solving
- Managed customer account issues, consistently delivering resolutions that enhanced customer satisfaction
- Managed 50-60 calls per day while maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Senior CSR/Trainer
DXC Technology
12.2019 - 02.2021
- Trained and mentored 15 new personnel hired to fulfill various roles.
- Maintained high standards of service and communication, fostering positive relationships and customer satisfaction
- Oversaw the training center and developed technical, officer, and helicopter training curriculum
- Implemented feedback surveys to gauge customer satisfaction levels, using data to drive continuous improvement initiatives.
- Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.
Direct Sales / Conservation
Aetna
02.2018 - 12.2019
- Represented a comprehensive Medicare Advantage product portfolio, ensuring accurate and detailed product information was communicated to prospective clients
- Facilitated client decision-making by providing expert guidance on plan features, benefits, and suitability
- Drove client retention rates by nurturing long-term relationships and developing tailored solutions for individual needs.
- Collaborated with cross-functional teams to develop targeted marketing materials supporting direct sales initiatives.
- Built a strong referral network by consistently exceeding expectations and providing exceptional customer service to existing clients.
- Managed approximately 30 incoming calls, emails, and faxes per day from customers
Insurance Producer
Acceptance Insurance
04.2014 - 12.2017
- Generated growth in nonstandard auto insurance portfolio by securing new clients and maintaining relationships with existing customers
- Met or surpassed established sales production targets through effective client engagement and needs assessment
- Implemented client acquisition strategies that contributed to sustained business development and revenue enhancement
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Conducted thorough needs assessments for prospective clients, identifying gaps in their current coverage plans.
- Managed approximately 50-75 incoming calls, emails, and faxes per day from customers.
Education
Associate of Applied Science - Computer Science
Nashville State Community College
Nashville, TN01.2004
High School Diploma -
Pearl-Cohn Entertainment Magnet High School
Nashville, TN01.2001
Skills
- Inside Sales
- Time Management
- Communication Skills
- Attention to Detail
- CRM software
- Complaint handling
- Customer focus
- Data entry
- Critical thinking
- Active listening
- Customer service
Timeline
Customer Service Representative
Acentra Health
08.2024 - Current
CSR 2 / Lead
Tennessee Department of Revenue
03.2021 - 12.2024
Senior CSR/Trainer
DXC Technology
12.2019 - 02.2021
Direct Sales / Conservation
Aetna
02.2018 - 12.2019
Insurance Producer
Acceptance Insurance
04.2014 - 12.2017
Associate of Applied Science - Computer Science
Nashville State Community College
High School Diploma -
Pearl-Cohn Entertainment Magnet High School
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