Polite and professional Customer Service Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Hi, I’m
Derrick Disney
Customer Service Professional
San Diego,CA
Summary
Overview
25
years of professional experience
1
Language
Work History
Southwest Airlines
Customer Service Agent
03.2023 - Current
Job overview
- Collaborated with leadership to implement improved efficiencies and processes to mitigate negative passenger experiences.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights and non-compliant customers.
- Served multiple times as Leader of the Day (Acting Supervisor) when leadership was off-site.
- Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable as demonstrated by twice winning the Upgrade of the Month Challenge.
- Received commendation for performance of BSO Fault Code research and arbitration duties with an 85% success rate.
- Featured as Customer Service Agent of The Month in San Diego BSO Spotlight.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Coordinated closely with other departments working in the San Diego Command Center to address operational challenges affecting customer experiences smoothly and efficiently.
Strategic Investigators
Private Investigator
07.1999 - Current
Job overview
- Searched computer databases, credit reports, public records or other resources to locate persons or to compile information for investigations.
- Enhanced client satisfaction by providing personalized service, understanding their unique needs and objectives, and delivering results that exceeded expectations.
- Obtained crucial information for clients through skillful interrogations, leading to timely resolution of sensitive matters.
- Conducted covert operations to gather intelligence on subjects while maintaining strict confidentiality and professionalism throughout the investigation process.
- Obtained and analyzed information on suspects to solve cases, identify criminal activity or organize supporting documentation for court cases.
- Staked out locations to locate individuals and gather evidence of unlawful activities.
- Performed undercover operations such as evaluating performance or honesty of employees by posing as customers or employees.
- Furthered criminal investigations by taking active interest on behalf of loved ones, businesses and other interested parties to uncover truth of unlawful activities.
- Set up both auditory and visual monitoring and recording devices.
Live Nation
Security Officer
03.2017 - 11.2023
Job overview
- Supported event planning teams by providing input on necessary security arrangements during special functions or high-profile meetings.
- Responded quickly to incidents and assessed active situations for security concerns.
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
- Interacted assertively but non-confrontationally with personnel and general public.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Responded quickly to emergency situations to assess and deflect issues.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
Jamul Casino
Emergency Services Dispatcher
01.2021 - 07.2022
Job overview
- Monitored alarm systems and closed circuit televisions to dispatch appropriate police or security response to intrusions and trouble indicated alarms.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Completed appropriate forms and radio announcements for police and security department needs such as BOLO requests.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Collaborated closely with law enforcement agencies, providing vital information for ongoing investigations.
- Communicated with Tribal Council Members and casino management to provide critical real-time updates effecting casino operations.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Followed established protocols for professional handling of emergency situations.
The Walt Disney Company (Disneyland Resort)
Security Officer
04.2019 - 12.2021
Job overview
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel and guests while minimizing property damage or loss.
- Assisted K-9 units with training and assessment protocols.
- Provided excellent customer service while addressing guest inquiries or concerns related to facility safety or access control procedures.
- Responded quickly to incidents and assessed active situations for security concerns.
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
- Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
- Interacted assertively but non-confrontationally with personnel and general public.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Regulated vehicle and pedestrian traffic onto company property.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Wrote detailed reports on property damage, theft, medical emergencies, presence of unauthorized persons and unusual incidences.
Education
Idaho State UniversityPocatello, ID
No Degree
05.2001
University Overview
Fallbrook High SchoolFallbrook, CA
High School Diploma
05.2001
University Overview
Skills
LiveChat Messaging
SWA Culture
SWA Culture
- CARE Team Member
- San Diego BSO Fault Code Team
- Southwest Airlines Out & Proud Ambassador, San Diego (Employee Resource Group)
- Tickets For Time Volunteer
- Southwest Airlines Mentorship Program - Participant
Timeline
Customer Service Agent
Southwest Airlines
03.2023 - Current
Emergency Services Dispatcher
Jamul Casino
01.2021 - 07.2022
Security Officer
The Walt Disney Company (Disneyland Resort)
04.2019 - 12.2021
Security Officer
Live Nation
03.2017 - 11.2023
Idaho State University
No Degree
05.2001
Fallbrook High School
High School Diploma
05.2001
Private Investigator
Strategic Investigators
07.1999 - Current