Summary
Overview
Work History
Education
Skills
Timeline
Generic
Derrick Diaz

Derrick Diaz

Rockford,il

Summary

Customer-oriented supervisor successful at troubleshooting and handling customer support issues promptly.
Call Center Representative with expertise in managing high call volume environments. Exceptional computer aptitude and telephone etiquette. Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Customer Service Manager with more than 20 years of professional customer service and leadership experience.

Overview

18
18
years of professional experience

Work History

Telephone Banker

Alorica
Rockford Il
04.2013 - Current
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Met or exceeded service and quality standards every review period.

Trainer /Operations Team Manager

Alorica
03.2013 - 06.2025
  • Developed and implemented training programs enhancing employee performance and engagement.
  • Facilitated workshops utilizing interactive methods to promote skill development and knowledge retention.
  • Evaluated training effectiveness through assessments, adapting content based on participant feedback.
  • Mentored junior trainers, fostering professional growth and knowledge sharing within the team.
  • Collaborated with management to align training objectives with organizational goals and strategies.
  • Created comprehensive training materials that addressed diverse learning styles and needs.
  • Analyzed training metrics to identify areas for improvement, driving continuous enhancement of programs.

Supervisor

Alorica
Rockford, IL
03.2007 - 04.2013
  • Prepared and distributed payroll for staff.
  • Cross-trained and backed up other customer service supervisors.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Strong leader of customer support staff.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Trained staff on operating procedures and company services.
  • Provided accurate, specific and timely performance feedback for CSRs.
  • Identified individual development needs with appropriate training.
  • Fostered an environment which encouraged continual process improvements.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.

Education

High School Diploma - undefined

Boylan Central Catholic High
Rockford, IL
1998

Skills

  • Talented client relations manager
  • Skilled in call center operations
  • Multi-line phone operation proficiency
  • Call center metrics decoding aptitude
  • Exceptional workflow management
  • Avaya Software knowledge
  • Adheres to customer service procedures
  • Committed to maintaining data integrity
  • Strong problem solving aptitude
  • Persuasive speaker
  • Customer service award
  • Familiarity with Key Performance Indicators (KPIs)

Timeline

Telephone Banker

Alorica
04.2013 - Current

Trainer /Operations Team Manager

Alorica
03.2013 - 06.2025

Supervisor

Alorica
03.2007 - 04.2013

High School Diploma - undefined

Boylan Central Catholic High

Similar Profiles

CREATE PROFILE