Derrick Coon
Gloversville,NY
Summary
Dynamic professional with a proven track record in customer relations and innovation management, notably at Charter Spectrum. Excelled in enhancing customer satisfaction through empathetic resolution of complaints and spearheaded team collaboration for service excellence. Skilled in problem-solving and adaptability, achieving significant improvements in customer service delivery.
Overview
11
11
years of professional experience
Work History
Account Management Representative
Charter Spectrum
03.2021 - Current
- Resolved customer complaints with empathy, resulting in increased customer satisfaction rates.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new personnel regarding company operations, policies and services.
Microsoft 365 Support Ambassador
Zones
07.2018 - 01.2021
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted IT directors of enterprise-level clientele with Azure AD and SharePoint operations ensuring smooth day-to-day operations,
EasyTech Sales Associate
Staples
06.2013 - 01.2016
- Engaged with customers to effectively build rapport and lasting relationships.
- Managed returns, exchanges and refunds in accordance with store policy.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
Education
High School Diploma -
Gloversville High School
Gloversville, NY06-2013
Completion Diploma - Computer Information Systems - Networking
HFM BOCES Career & Technical Center
Johnstown, NY06-2013
Skills
- Customer Relations
- Innovation management
- Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Effective Communication
- Adaptability and Flexibility
Timeline
Account Management Representative
Charter Spectrum
03.2021 - Current
Microsoft 365 Support Ambassador
Zones
07.2018 - 01.2021
EasyTech Sales Associate
Staples
06.2013 - 01.2016
High School Diploma -
Gloversville High School
Completion Diploma - Computer Information Systems - Networking
HFM BOCES Career & Technical Center
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