Derick Williams
Oklahoma City,OK
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
18
18
years of professional experience
Work History
Senior Customer Service Representative
Oklahoma Gas & Electric Co
04.2011 - 08.2023
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated internal and external customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service departments.
- Followed-through on all critical inter-departmental escalations to increase customer satisfaction.
- Implemented and developed customer service training processes.
Assistant Manager
Hertz Car Rental
04.2005 - 04.2011
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assisted Customer Service Agents in Hertz Platinum and International department with any questions they had about setting up reservations and also any escalated calls.
- Assisted in organizing and overseeing vehicle assignments for customers arriving on private flights.
- Identified and communicated customer needs to location and area managers.
Education
Some College (No Degree) - General Studies
Rose State College
Midwest City, OKSkills
- Conflict Management
- Escalation Management
- Procedure Writing
- Complaint Resolution
- Cross-Functional Collaboration
- Staff Training
- Customer Support
- SOP Writing
- De-escalation Techniques
- Multitasking
- Effective Communication
- Interpersonal Skills
- Conflict Resolution
- Email Management
- Decision Making
- Call Center Experience
- Problem Solving
- Active Listening
- Critical Thinking
- Time Management
- Telephone Etiquette
- Call Documentation
- Internal and External Customer Service
Additional Information
Proficient in Microsoft Office, SAP, Genesys Soft Phone and Windows.
Timeline
Senior Customer Service Representative
Oklahoma Gas & Electric Co
04.2011 - 08.2023
Assistant Manager
Hertz Car Rental
04.2005 - 04.2011
Some College (No Degree) - General Studies
Rose State College
Similar Profiles
Lowen NobsLowen Nobs
Operations and Maintenance Tech Lead at Oklahoma Gas & Electric CoOperations and Maintenance Tech Lead at Oklahoma Gas & Electric Co
Joey TrenaryJoey Trenary
DMS Technician at Oklahoma Gas And Electric CompanyDMS Technician at Oklahoma Gas And Electric Company
Colby ChevalierColby Chevalier
Lead Lineman at Oklahoma gas and electricLead Lineman at Oklahoma gas and electric