DERIK B. STONE
Dallas,TX
Summary
Experienced professional with a robust background in customer relations, customer service, and finance industries. Known for advanced problem-solving skills, ensuring high levels of customer satisfaction through effective leadership, and meticulous attention to detail. Expertise includes handling escalations, maintaining regulatory compliance, proficiently managing claims processing, and excelling in call center operations. Skilled in advanced account resolution, and accomplished at navigating complex customer issues to achieve optimal outcomes.
Overview
8
8
years of professional experience
Work History
Team Lead Late-Stage Collector
Wells Fargo Auto Operations
Dallas, TX
10.2023 - Current
- Manage time-sensitive escalations with precision, ensuring compliance with federal and state laws while maintaining positive customer relations.
- Act as a team resource and SME, contributing to the training and development of peers, and supporting a high-performance environment.
- Collaborate across departments to support operational improvements and internal controls.
- Deliver consistent results through process adherence, relationship building, and attention to detail.
Team Lead
Louis Vuitton
Irving, TX
03.2022 - 10.2023
- Led a team of frontline associates to meet service-level agreements and performance metrics through ongoing coaching, monthly touchpoints, and performance planning.
- Partnered with workforce management to schedule shifts, track real-time adherence, and optimize team productivity.
- Investigated and resolved sensitive client escalations, often involving logistics coordination and claim processing (e.g., UPS shipping, intake, audit, finalization).
- Conducted regular team audits and training to ensure policy adherence and compliance, reinforcing a safety- and quality-first culture.
Early-Stage Collector
Wells Fargo Auto Operations
Dallas, TX
07.2020 - 03.2022
- Trained and mentored new hires, improving knowledge retention and operational consistency across the team.
- Oversaw special projects and led escalation handling, demonstrating strong leadership and operational knowledge.
- Managed real-time performance monitoring in partnership with Workforce Management to ensure schedule adherence.
- Created SOP templates to streamline workflow and reduce inefficiencies.
Office Manager
Liberty Tax Service
San Bernardino, CA
10.2017 - 07.2020
- Oversaw day-to-day office operations, scheduling, and client intake for a high-volume tax preparation office.
- Developed efficient scheduling systems to increase appointment volume, and maximize team output.
- Maintained and organized digital and physical records to support audits and documentation processes.
- Trained and supervised office personnel to meet accuracy and compliance standards.
Education
Bachelor of Science - ACCOUNTING
LSUA
LOUISIANA/ONLINESkills
- Integrity and reliability
- Verbal communication
- Organizational skills
- Office equipment proficiency
- Analytical skills
- 10-key proficiency
- Proficient in CARS, ITOP, SAP, WMS, Microsoft Office, Aspect, Alvaria, Genesys, NICE, and Nexidia call recording systems
Timeline
Team Lead Late-Stage Collector
Wells Fargo Auto Operations
10.2023 - Current
Team Lead
Louis Vuitton
03.2022 - 10.2023
Early-Stage Collector
Wells Fargo Auto Operations
07.2020 - 03.2022
Office Manager
Liberty Tax Service
10.2017 - 07.2020
Bachelor of Science - ACCOUNTING
LSUA
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