Derek Gaw
Denver,CO
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
13
13
years of professional experience
Work History
Team Lead
American Automation
Denver, CO
11.2023 - Current
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Trained new staff in relevant processes and procedures.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Identified opportunities for process improvements, implementing changes when required.
- Provided support to junior staff during peak periods of workloads.
Lead Ambassador
CLEAR Ink
Denver, CO
10.2018 - 04.2021
- Led team of ambassadors in providing excellent customer service and support to guests.
- Coordinated with other departments to ensure smooth operations of events and activities.
- Developed, implemented and monitored a wide range of initiatives for improving the customer experience.
- Analyzed customer feedback data to provide actionable insights for improvement.
- Provided guidance, mentorship and training to new ambassadors on operational procedures and best practices.
- Assisted with recruitment processes by interviewing potential candidates.
- Created reports detailing performance metrics, daily activities and customer feedback information.
- Organized regular meetings with senior management to discuss strategies for enhancing customer satisfaction levels.
- Resolved conflicts between customers, staff members or vendors in a professional manner.
- Built customer confidence by actively listening to concerns and giving appropriate feedback.
- Offered exceptional customer service to differentiate and promote company brand.
- Identified opportunities to improve system performance, scalability, and reliability.
Product Specialist and Sales Support
Mike Ward INFINITI
Lonetree, CO
06.2016 - 04.2018
- Developed and implemented product launch plans for new products.
- Provided customer service support to answer inquiries about product features, pricing, and availability.
- Assisted in the development of sales strategies for existing products.
- Coordinated with marketing teams on advertising campaigns related to specific products.
- Provided technical assistance during installation or use of a product.
- Demonstrated and explained products, methods or services to induce prospective clients.
- Suggested specific products to meet customer needs.
- Learned about product's technical specifications and accurately explained specifications to customers and work team.
- Instructed customers in product operations and customizations.
Metro Community Provider Network; Medical Records Team Lead
Aurora, CO
01.2011 - 04.2015
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Ensured compliance with company policies and procedures throughout the team.
- Motivated staff through positive reinforcement techniques.
- Maintained accurate records of employee attendance and task completion times.
- Delegated tasks appropriately according to individual skill sets.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Implemented performance, quality and efficiency measures to achieve aggressive production goals.
Education
EagleCrest High School
08.2008
GED
Smart Home Certified
Skills
- Performance monitoring
- Schedule Management
- Regulatory Compliance
- Quality Control
- Operations Management
- Employee engagement
- Coaching and Mentoring
- Workplace Safety
- Performance Improvement
- Diversity and Inclusion
- Complaint resolution
- Talent Acquisition
Additional Information
Created new ways of processing client's medical records securely through the internet instead of paper format, Cage management of company products, Found common communication problems with our billing department and developed a way for all medical records requests to be a flat fee rate for smooth, fast and safe delivery for patients private information, Gained Team Lead in the Medical Records Department, Received awards for my outstanding detail and hard work in processing medical records requests, 1 year labor technician work on commercial and residential properties, Volunteered for multiple company events (Green Tie/Celebrity Golf Tournament)
References
- Mark Swallow, 469-396-7057
- Perla Hernandez, 720-297-2993
- Holly Jackson, 312-307-1093
- Nick Duran, 303-903-3359
Affiliations
- Snowboarding
- Long time Zoo member
- Donate and deliver food to those in need
- Water Sports
References
References available upon request.
Timeline
Team Lead
American Automation
11.2023 - Current
Lead Ambassador
CLEAR Ink
10.2018 - 04.2021
Product Specialist and Sales Support
Mike Ward INFINITI
06.2016 - 04.2018
Metro Community Provider Network; Medical Records Team Lead
01.2011 - 04.2015
EagleCrest High School
GED
Smart Home Certified