Derrick Dougherty
Moore,OK
Summary
Proven track record in enhancing support quality and customer satisfaction at Walmart through expert troubleshooting and problem-solving. Excelled in staff education and training, demonstrating strong documentation skills and a commitment to service standard compliance. Achieved significant improvements in process efficiency and effectiveness, embodying a results-driven approach with a blend of technical assistance and customer relations expertise. Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Alphabot System and working in 24/7 uptime environment.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Automated Support Associate
Walmart
Moore, Ok
04.2024 - Current
- Increased support quality with thorough troubleshooting and problem-solving techniques.
- Monitored employee and customer interactions to assess quality of service.
- Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
- Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
- Delivered prompt resolutions to complex issues through effective escalation management and collaboration with specialized departments.
- Demonstrated computer skills for data entry and answered broad variety of inquiries.
- Gathered, organized, and input data into Software.
- Played an active role in continuous improvement initiatives aimed at refining departmental processes and increasing overall support effectiveness.
General Manager
Meritage Hospitality Group, Inc.
Mustang, USA
05.2008 - Current
- I have worked my way through each position from Crew Member up to a General Manager and have seen the Wendy's of Oklahoma franchises' change hands three times during my employment
- During my time here I have learned to not only prepare and serve food in a safe, clean and fast manner but also to manage sales, customer service, inventory, food variance, truck orders, hiring and interviewing.
Assistant Coach
Southridge Middle School
Oklahoma City, USA
10.2018 - 02.2021
- I loved helping run basketball practices, assisting the coaches during games and supervising the children when traveling to/from and spectating at events
- I am an avid sports fan, my sons are in sports as well, and although this season has ended, coaching is something I very much enjoy and would like to continue.
Store Manager
5 O'clock Somewhere Wine and Liquor
Del City, USA
04.2015 - 05.2017
- My duties here included managing the store location, scheduling, keeping track of inventory, stocking shelves, as well as manning the front counter to ensure safe and legal alcohol sales
- I enjoyed greeting and assisting customers with purchases, and was able to provide a friendly environment that helped create several regular patrons.
Field Technician
Betts Telecommunications
Oklahoma City, USA
02.2002 - 05.2008
- I worked to integrate and install communications cable lines
- I enjoyed my time there, although was laid off and had to find other employment.
Education
Westmoore High School
Oklahoma City, OK05.2001
Skills
Project support
Documentation skills
Customer Relations
Schedule Management
Data compiling
Technical assistance
Staff education and training
Recordkeeping strengths
Service standard compliance
Report preparation
Training development aptitude
References
- Zach Sills, Former Co-Worker, (405) 420-5609
- Eric Gray, Former Supervisor, (405) 623-8985
- Terry Foster, Colleague and Longtime Friend, (405) 503-8598
Certification
- OSHA Certified
- CPR/AED Certification
- First Aid Certification
Timeline
Automated Support Associate
Walmart
04.2024 - Current
Assistant Coach
Southridge Middle School
10.2018 - 02.2021
Store Manager
5 O'clock Somewhere Wine and Liquor
04.2015 - 05.2017
General Manager
Meritage Hospitality Group, Inc.
05.2008 - Current
Field Technician
Betts Telecommunications
02.2002 - 05.2008
Westmoore High School