Derek Wilson
Atlanta,GA
Summary
Highly accomplished professional with over 11 years of progressive experience in customer relationship management, team leadership, and operational process refinement, specifically leveraging strong project management capabilities honed in supervisory roles. Proven expertise in developing comprehensive training programs, driving stakeholder alignment, and managing performance metrics crucial for successful customer lifecycle transitions.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Customer Relationship Supervisor
UPS CAPITAL
01.2023 - Current
- Oversaw the billing and collections team (4 employees), ensuring accurate and timely processing of invoices, credits, refunds, and collection activities through disciplined process management.
- Developed and maintained strong relationships with key clients, acting as a primary escalation point to resolve complex billing concerns promptly, ensuring high levels of client satisfaction.
- Conducted regular training sessions for the billing and collections team focused on process adherence and industry best practices to enhance operational scalability.
- Monitored and analyzed aging reports, implementing effective collection strategies that resulted in a quantifiable 12% reduction in outstanding receivables.
- Collaborated cross-functionally with Finance and Customer Service teams to streamline communication channels, improving overall process efficiency and consistency.
Sales Training Supervisor
UPS CAPITAL
01.2018 - 01.2023
- Designed and implemented a scalable new onboarding process for sales personnel, successfully reducing new hire ramp-up time by 15% and improving initial retention rates.
- Evaluated training program effectiveness through KPI analysis and feedback interpretation, driving continuous improvement cycles for maximum knowledge transfer efficiency.
- Authored and maintained standardized training manuals, presentations, and enablement materials, ensuring alignment with evolving product features and industry information.
- Conducted regular needs assessments to identify skill gaps and tailored training content to specific learning objectives for diverse sales cohorts.
Lead Development Representative
UPS CAPITAL
01.2016 - 01.2018
- Led implementation of an innovative 'at risk' customer targeting strategy, utilizing needs assessments to align solutions, resulting in a documented 7% reduction in annual customer churn.
- Contributed significantly to sales pipeline generation, securing an additional $157,562 in projected premium by vetting inbound leads and collaborating with Field Representatives.
- Built and developed a high-performing team of 3 Lead Development Representatives, establishing foundational coaching and process support structures.
Solutions Specialist
UPS CAPITAL
01.2014 - 01.2016
- Trained and onboarded new Solutions Specialists on core products, software platforms, and internal guidelines, achieving a 30% reduction in the standard acclimation time.
- Generated $225,000 of new revenue within the designated territory (MI, IN, OH), resulting in a 25% year-over-year increase in territory sales performance.
- Worked cross-functionally with product teams to identify conversion opportunities, successfully driving incremental revenue generation for UPS shipping services.
Education
Bachelor of Arts - Business Management
CLARK ATLANTA UNIVERSITY
Atlanta, GA 08.2006 - 05.2010
Skills
- KPI Tracking & Reporting
- Onboarding Framework Development
- Process Improvement
- Project Management
- Risk Identification & Mitigation
- Scalability Planning
- Client Relationship Management
- Cross-functional Collaboration
- Customer Enablement
- Customer Retention Strategies
- Stakeholder Management
- Documentation & Material Creation
- Onboarding/Ramp-up Acceleration
- People Development/Coaching
- Analytical Reporting
- CRM Utilization (UPS Internal Systems)
- Technical Aptitude (SaaS/Cloud Familiarity)
- Communication (Written & Verbal)
- Leadership
- Problem-solving
Leadership And Community Involvement
- Served as a Co-Chair on the Employee Engagement Committee
- Active member of the African American Business Resource Group
- Work Study Mentor for Cristo Rey High School
- Toast Masters Member of Alpha Phi Alpha Fraternity Incorporated
Timeline
Customer Relationship Supervisor
UPS CAPITAL
01.2023 - Current
Sales Training Supervisor
UPS CAPITAL
01.2018 - 01.2023
Lead Development Representative
UPS CAPITAL
01.2016 - 01.2018
Solutions Specialist
UPS CAPITAL
01.2014 - 01.2016
Bachelor of Arts - Business Management
CLARK ATLANTA UNIVERSITY
08.2006 - 05.2010