Derion Haulcombe
Brooklyn,New York
Summary
Looking for a position with advancement opportunities within management or coordinator’s role to accomplish career goals and contribute to the efficiency of the team.
Overview
20
20
years of professional experience
Work History
LEAD CUSTOMER SERVICE AGENT
CITIBIKE
BROOKLYN, NY
04.2015 - 02.2019
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Streamlined communication processes for improved information exchange between customers and team members.
- Updated account information to maintain customer records.
- Streamlined communication between drivers, customers, and management for improved customer satisfaction.
- Coordinated daily dispatch operations to ensure on-time deliveries and maximize fleet utilization.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Managed emergency situations effectively, coordinating alternate routes or resources to minimize disruption to the delivery process.
- Improved response times by prioritizing urgent requests while maintaining attention to routine orders.
- Provided ongoing support for drivers with route adjustments, load information, or other assistance as needed during their shifts.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Invention Specialist /Lead Coordinator
Revel
Brooklyn, NY
12.2021 - 12.2023
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Coordinated driver’s schedules as well as Monitored attendance effectively.
- Responded to employee inquiries regarding benefits and other HR topics.
- Administered compensation, benefits, and performance management systems at direction of supervisor.
- Increased efficiency in HR operations through regular evaluation of workflows, identifying areas for improvement or automation.
- Developed job-specific competencies and performance standards.
- Coordinated training sessions for new hires, ensuring seamless integration into the teams scheduling processes.
- Provided ongoing training to new drivers, emphasizing company standards and best practices for efficient operations.
- Coached employees through day-to-day work and complex problems.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Assisted in recruitment efforts, coordinating interviews, orientation and managing onboarding /off-boarding processes for drivers effectively.
Clinical Coordinator
Independent Living Association
Brooklyn, NY
01.2014 - 01.2019
- Developed and maintained cooperative working relationships with Healthcare facilities, community agencies to coordinate treatment plans as well as additional services for clients.
- Ensured compliance with regulatory standards and best practices through diligent oversight of clinical procedures, documentation, and staff training.
- Optimized resource allocation by regularly monitoring clinic operations and adjusting staffing levels as needed.
- Coordinated systems for tracking patient records to improve ease of retrieval.
- Developed and adjusted work schedules for medical staff.
- Scheduled medical appointments / surgeries, managed pre-certifications, consent forms and verified insurance coverage.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Maintained accurate documentation of patient records, contributing to efficient communication among healthcare team members.
- Ensured continuity of care through effective handover communication between shifts, detailing critical information about each patient''s current status, recent changes in condition or treatment plans that may require special attention from incoming staff members taking over responsibility for their care upon arrival at work each day.
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Provided emotional support to patients and their families during times of stress or illness, fostering a positive healing environment.
- Administered medications as prescribed, maintaining accuracy and ensuring patient safety.
- Recognized potential emergencies quickly, implementing appropriate interventions under the guidance of supervising nurses or physicians while awaiting further assistance from emergency response services if needed.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Direct Care Counselor
Independent Living Association
Brooklyn, NY
01.2010 - 01.2014
- Provided excellent care and service to all residents; Monitoring client's daily medical and hygiene care for appointed patients
- Taught daily community activities, budgeting, banking, personal and nutritional care with the consumers
- Administered and documented the administration of medications, including communicating with nursing staff
- Implemented behavioral interventions and taught independence skills
- Conducted recreational and inclusion activities as scheduled
- Respond to emergency situations, aiding and performing in crisis interventions.
Customer Service Supervisor
Decorative Hardware Direct, Inc.
Brooklyn, NY
01.2004 - 01.2008
- Facilitate communication between management and non-managerial staff within the department
- Cancel or upgrade accounts; Assist with placement of orders, refunds, or exchanges
- Anticipate customer needs, following up with previous customers to offer reorders or additional services.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided primary customer support to internal and external customers.
Auditor
RGIS Inventory Specialist
Brooklyn, NY
01.2004 - 01.2005
- Ensured to complete accurate manual and scanned counting of inventory to verify company records
- Prepare inventory audit reports and document discrepancies and adjustments
- Some clerical duties such as data entry, filing of completed audits and surveys collected.
- Followed established auditing processes to meet internal and regulatory requirements.
Education
Bachelor Of Liberal Arts - Psychology
College Of New Rochelle
Brooklyn, NY01.2012
Skills
- Highly efficient at planning, strategizing and coordinating with other team members
- Strong analytical skills that help observe, evaluate and draw inferences
- Demonstrates strong communication skills with the ability to actively manage and work in cooperation with other individuals to achieve desired goals efficiently
- Capable of using any operating system Windows and MacOS Familiar with Microsoft office, G suite Also efficient in Zendesk, Excel, Google spreadsheets, PowerPoint/Keynote, Pivot, Slack, Skype, Net suite as well as Grammarly
- Certified training in SCIP, AMAP, CPR, AED as well as First Aid
References
Available
Timeline
Invention Specialist /Lead Coordinator
Revel
12.2021 - 12.2023
LEAD CUSTOMER SERVICE AGENT
CITIBIKE
04.2015 - 02.2019
Clinical Coordinator
Independent Living Association
01.2014 - 01.2019
Direct Care Counselor
Independent Living Association
01.2010 - 01.2014
Customer Service Supervisor
Decorative Hardware Direct, Inc.
01.2004 - 01.2008
Auditor
RGIS Inventory Specialist
01.2004 - 01.2005
Bachelor Of Liberal Arts - Psychology
College Of New Rochelle