Derika Long
Hampton,GA
Summary
Dynamic Member Services Advocate with a proven track record at Businessolver, excelling in omnichannel support and quality assurance. Recognized for achieving high member satisfaction through empathetic communication and effective issue resolution. Skilled in CRM management and compliance adherence, consistently exceeding performance metrics in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Member Services Advocate
Businessolver
West Des Moines, Iowa
09.2025 - 12.2025
- Managed 40–60+ member interactions daily in a fast-paced environment
- Supported members through chat-first or omnichannel platforms
- Recognized for quality assurance scores or member satisfaction
- Served as the primary point of contact for members via phone, chat, and digital channels, providing accurate and empathetic support
- Assisted members with account inquiries, benefits explanations, eligibility verification, and issue resolution
- Responded to high-volume inbound requests while maintaining quality, accuracy, and customer satisfaction standards
- Documented all interactions thoroughly in CRM and case management systems to ensure compliance and continuity of service
- De-escalated concerns professionally and escalated complex or sensitive issues according to policy
- Educated members on available services, resources, and next steps to improve engagement and retention
- Met or exceeded performance metrics including response time, resolution rate, and CSAT
- Maintained confidentiality and adhered to company policies, HIPAA, and data protection standards (if applicable)
- Collaborated with internal teams to resolve member issues efficiently and prevent repeat contacts
HR Assistant
Aston Carter
Hanover, MD
03.2024 - 11.2025
- Responded instantly to high-volume inbound chat inquiries, guiding employees through payroll, leave requests, scheduling corrections, onboarding, and internal transfers
- Managed 60+ daily chat interactions, maintaining 95%+ customer satisfaction while meeting productivity and response-time metrics
- Used internal CRM systems to track cases, manage follow-ups, and ensure full resolution
- Maintained professionalism and persuasive written communication to drive outcomes and reduce repeat contacts
- Identified escalations and sensitive cases, following compliance and risk protocols
Tier 1 Associate
Randstad USA
Atlanta, GA
02.2023 - 02.2024
- Engaged customers through structured virtual conversations to collect, verify, and document fraud-related information
- Identified suspicious behavior, followed fraud-prevention procedures, and escalated high-risk cases appropriately
- Maintained clear, confident written communication while handling emotionally sensitive situations
- Submitted detailed reports using CRM and case management tools to support investigations
Claims Processor
Vdart Inc.
Alpharetta, GA
11.2021 - 02.2023
- Managed virtual inbound inquiries related to unemployment claims and documentation
- Tracked case status, conducted follow-ups, and ensured timely resolution through system workflows
- Maintained organized case pipelines while balancing multiple priorities in a performance-driven environment
Customer Service Representative
Teleperformance USA
Holladay, UT
10.2019 - 11.2021
- Assisted customers through digital channels with account issues, orders, and service inquiries
- Used persuasive communication to guide customers toward solutions and completed transactions
- Met quality, productivity, and performance targets in a high-volume support environment
Telesales Representative
Xfinity Comcast
Alpharetta, GA
02.2016 - 10.2019
- Handled inbound customer inquiries and promoted bundled service solutions
- Closed sales through structured conversations while meeting monthly performance expectations
- Recognized for consistency, reliability, and customer-focused communication
Education
High School Diploma -
Frederick Douglass High School
Atlanta, GASkills
- Member engagement
- Omnichannel support
- Quality assurance
- CRM management
- Compliance adherence
- Performance metrics tracking
- Empathetic communication
- De-escalation techniques
Languages
English
Native or Bilingual
Timeline
Member Services Advocate
Businessolver
09.2025 - 12.2025
HR Assistant
Aston Carter
03.2024 - 11.2025
Tier 1 Associate
Randstad USA
02.2023 - 02.2024
Claims Processor
Vdart Inc.
11.2021 - 02.2023
Customer Service Representative
Teleperformance USA
10.2019 - 11.2021
Telesales Representative
Xfinity Comcast
02.2016 - 10.2019
High School Diploma -
Frederick Douglass High School