Summary
Overview
Work History
Education
Skills
Timeline
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Derek Cowan

Pine Grove,CA

Summary

Experienced and results-driven customer experience professional with a proven track record of exceeding service and goals in high-volume environments. Recognized for strong leadership, exceptional communication skills, and a passion for coaching teams to deliver top-tier customer interactions. Adept at managing escalations, analyzing performance data, and driving continuous improvement. Committed to fostering a positive team culture and elevating the customer journey across every touchpoint. Eager to grow within Aceable and contribute to the continued success of the CX department in a supervisory capacity.

Overview

24
24
years of professional experience

Work History

Senior CX Lead

Aceable, Inc
02.2020 - Current
  • Self-motivated with a strong sense of personal responsibility and accountability.
  • Thrived in fast-paced environments, maintaining efficiency and focus under pressure.
  • Proven ability to work independently as well as collaboratively within team settings.
  • Quick learner with a strong ability to adapt to new tools, systems, and processes.
  • Demonstrated excellent organizational and time management skills while handling multiple priorities.
  • Known for being respectful, friendly, and always willing to assist wherever needed.
  • Provided support and guidance to team members, contributing to a positive and productive work culture.

Supervisor of Operations

Broadway Playground
01.2015 - Current


  • Proactively identified potential problems before they escalated, addressing them swiftly and effectively to minimize negative impact on daily operations.
  • Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
  • Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.

Financial Services Advisor

Capella University
04.2019 - 01.2020
  • Built strong, long-term client relationships through consistent communication and outstanding customer service.
  • Maintained professionalism and composure in high-pressure situations, effectively resolving conflicts and disputes.
  • Handled escalated customer calls with efficiency, delivering resolutions that balanced client satisfaction and company interests.

Account Recovery Lead Specialist

Meyer Njus Tanick, PA
09.2016 - 01.2019
  • Handled an extremely high call volume. Motivated and encouraged team members to hit their individual and team goals. Took leadership of de-escalating consumers, third-parties, and attorneys.
  • Maintained compliance with industry regulations, consistently updating knowledge on relevant laws and best practices.
  • Achieved project success by effectively leading cross-functional teams and ensuring timely delivery.

Coach/Center Director/Manager of Operations

Jenny Craig Weight Loss Inc
03.2001 - 08.2016
  • Coached high-profile and celebrity clients in personalized wellness programs, maintaining top-tier client satisfaction.
  • Consistently ranked #1 nationwide for highest program sales and client referrals.
  • Hired, trained, and managed employees and coaches to drive team performance and exceed sales targets.
  • Led performance coaching and mentoring initiatives to support ongoing staff development and retention.

Education

No Degree - Psychology

Diablo Valley College
Pleasant Hill, CA

High School -

Pinole Valley High School
Pinole, CA

Skills

  • Friendly, positive attitude
  • Computer skills
  • Teamwork and collaboration
  • Problem-solving
  • Customer service
  • Attention to detail
  • Dependable and responsible

Timeline

Senior CX Lead

Aceable, Inc
02.2020 - Current

Financial Services Advisor

Capella University
04.2019 - 01.2020

Account Recovery Lead Specialist

Meyer Njus Tanick, PA
09.2016 - 01.2019

Supervisor of Operations

Broadway Playground
01.2015 - Current

Coach/Center Director/Manager of Operations

Jenny Craig Weight Loss Inc
03.2001 - 08.2016

No Degree - Psychology

Diablo Valley College

High School -

Pinole Valley High School

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