DERRICK CARTER
Castro Valley,CA
Summary
Highly skilled Technical Customer Service Specialist with extensive expertise in web applications, software, and frameworks, seeking to utilize my troubleshooting proficiency and exceptional telephone etiquette to assist clients with their technical needs.
Overview
25
25
years of professional experience
Work History
Adjuster
Crawford And Company
09.2015 - 08.2023
- Examined claims forms and other records to determine insurance coverage.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Analyzed information gathered by investigations to report findings and recommendations.
- Ran and tested equipment to diagnose malfunctions, using voltmeters or other testing devices.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Verified insurance claims and determined fair amount for settlement.
- Managed 100 calls in que daily.
Retention Specialist
Cox Communications
01.2007 - 08.2015
- Assisted customers in navigating website to find best solutions, often upgrading accounts.
- Collaborated with various departments to address customer technical issues effectively.
- Logged trouble tickets for escalated issues, monitored progress, and followed up with customers.
- Helped customers with reset of usernames and passwords to access their online accounts.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Consistently exceeded monthly goals, handling over 200 calls per week.
- Achieved corporate target for customer satisfaction for 48 consecutive months.
- Managed call flow with up to 50 calls in queue per minute.
- Built constructive customer relationships to improve loyalty and recommendations.
Transportation Security Officer
Homeland Security US Department
10.2004 - 01.2007
- Attended daily briefings with supervisors to discuss issues with security screening processes.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Performed pat-downs to look for unauthorized materials and weapons.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Screened over 500 passengers a day.
Nursing Assistant
Stanford University Medical Center
03.1998 - 04.1999
- Assisted doctors in trauma unit and managed patient medical charts.
- Coordinated doctor paging when needed and handled blood, urine, and stool samples.
- Completed and submitted clinical documentation following agency guidelines.
- Supported and managed over 150 calls daily.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor
Education
2yrs - Business
University of Louisiana At Lafayette
Lafayette, LA08.1996
Skills
- Troubleshooting proficiency and problem-solving skills to resolve complex technical issues effectively
- Exceptional telephone etiquette, maintaining professionalism and building rapport with customers
- Patient and diligent in handling customer concerns with focus on providing satisfactory solutions
- Strong ActiveX troubleshooting skills for identifying and resolving software-related problems
- Proficient in Windows 7, Windows XP/Vista, MS Office, and knowledgeable about various PC security systems and AVG
- Experience with printers and their functionalities
- Technical Support
- Mobile Device Deployment
- Read Technical Manuals
- Microsoft Certification
Accomplishments
- FEMA-Disaster Housing Inspector Training
- Awards:
- Top Retention Specialist, Southeast region, 2009
- Adjuster Licenses in CA, NY, FL, GA, LA, AL, MS, SC
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I feel that luck is preparation meeting opportunity.
Oprah Winfrey
Timeline
Adjuster
Crawford And Company
09.2015 - 08.2023
Retention Specialist
Cox Communications
01.2007 - 08.2015
Transportation Security Officer
Homeland Security US Department
10.2004 - 01.2007
Nursing Assistant
Stanford University Medical Center
03.1998 - 04.1999
2yrs - Business
University of Louisiana At Lafayette
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