Summary
Overview
Work History
Education
Skills
Timeline
SoftwareEngineer

Derek Wicker

Queens,NY

Summary

Dynamic professional with extensive experience at TopBuild, excelling in customer service and dispatching. Proven ability to enhance customer satisfaction through effective communication and conflict resolution. Skilled in route planning and tracking systems, consistently ensuring timely deliveries while managing high-stress situations with poise. Committed to fostering positive relationships and improving operational efficiency.

Overview

20
20
years of professional experience

Work History

Dispatcher

TopBuild
05.2005 - 03.2025
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Generated reports to track deliveries and maintain proper records and documentation.
  • Analyzed customer feedback and provided solutions to improve customer service.
  • Answered phone calls and responded to customer emails.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Scheduled and organized delivery routes.
  • Scheduled deliveries and pickups according to customer needs.
  • Communicated with customers to provide delivery updates and resolution.
  • Tracked and monitored vehicle performance and maintenance.

CSR

TopBuild
05.2005 - 03.2025
  • Managed high call volumes, 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.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Delivered prompt service to prioritize customer needs.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Education

Diploma - General Studies

Hauppauge High School
Hauppauge, NY
06.1993

Skills

  • Customer service
  • Data entry
  • Decision-making
  • Attention to detail
  • Time management
  • Dispatching procedures
  • Customer relations
  • Route planning
  • Route navigation
  • Verbal and written communication
  • Delivery procedures
  • Tracking systems
  • Microsoft office
  • Dispatch recordkeeping
  • Distance estimation
  • Data entry proficiency
  • Product knowledge expertise
  • Microsoft Excel
  • Product sales
  • Warehousing functions
  • Professional telephone demeanor

Timeline

Dispatcher

TopBuild
05.2005 - 03.2025

CSR

TopBuild
05.2005 - 03.2025

Diploma - General Studies

Hauppauge High School

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Derek Wicker