Courtney Derrickson
La Vergne,TN
Summary
Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.
Overview
11
11
years of professional experience
Work History
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.
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.
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
Timeline
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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