Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Derrell Curry Jr.

Oakland,CA

Summary

Results-oriented professional with 10 years of experience in customer service and dispute resolution. Demonstrated expertise in investigating and resolving complex escalated complaints in fast-paced, omnichannel environments. Committed to enhancing customer experience while ensuring compliance with regulatory standards.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Private Client Service Analyst

JPMorgan & Chase
San Francisco, USA
07.2023 - Current
  • Spearhead the resolution of escalated complaints and disputes for the Private Bank line of business, ensuring timely and fair outcomes for a portfolio of clients in alignment with company and regulatory frameworks.
  • Partner with Relationship Managers and cross-functional teams to resolve complex technical and procedural issues. I managed various banking transactions, including processing wire movements and handling KYC documents, using Salesforce to track and improve resolution efficiency by 10% each quarter.
  • Provide comprehensive operational support to front-line service teams, which has boosted first-point resolution rates by 15% and significantly reduced escalation volume. This includes guidance on both consumer and business account maintenance.
  • Analyze complaint trends from internal ticketing systems to develop data-driven presentations for leadership, influencing key process improvements that reduce overall issues for customers.

Consumer Services Associate

First Republic Bank
San Francisco, USA
05.2019 - 07.2023
  • Provided top-tier client services, consistently achieving 100% quality assurance scores and delivering a personalized, high-quality experience.
  • Resolved complex inquiries and technical issues while ensuring full adherence to regulatory and compliance standards.
  • Improved inter-departmental workflows and collaboration, leading to consistent gains in operational efficiency.
  • Utilized data analysis tools to provide a comprehensive view of client trends, which informed strategic decisions and proactive support.
  • Managed and resolved complex client inquiries with expert technical support, contributing to high client satisfaction and retention.

Education

Bachelor of Science - Cybersecurity Technology

University of Maryland Global Campus
College Park, Maryland

Skills

  • Dispute resolution and complaint management
  • De-escalation techniques
  • Customer retention strategies
  • Omnichannel support expertise
  • Time management skills
  • Problem-solving abilities
  • Attention to detail
  • Interpersonal communication
  • Stakeholder management
  • Adaptability

Certification

  • CompTIA A+, CompTIA, 06/01/25
  • Certificate in Artificial Intelligence, University of Maryland Global Campus, 06/01/24

Timeline

Private Client Service Analyst

JPMorgan & Chase
07.2023 - Current

Consumer Services Associate

First Republic Bank
05.2019 - 07.2023

Bachelor of Science - Cybersecurity Technology

University of Maryland Global Campus

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