Derrick Edwards
Quality Assurance And Customer Service Representative
Saratoga Springs,UT
Summary
Attentive professional with more than 10 years experience in customer service and quality assurance. Skilled at working with clients to ensure the optimal products or services. Adept at managing customer accounts and resolving complaints. Excellent time-management skills and 4 years remote work experience.
Overview
21
21
years of professional experience
Work History
Key Person, Supervisory Role - Customer Service
Burrelles
11.2019 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Updated account information to maintain customer records.
- Managed individual client accounts.
- Directed new project initiatives as lead, collaborated with vendors to adept to evolving contract requirements. Developed and lead comprehensive training sessions across all internal departments to ensure seamless implementation of changes.
Quality Assurance Representative
Burrelles
02.2013 - 11.2019
- Provided ongoing feedback to management and production team members to foster improvement.
- Processed client returns and complaints.
- Generated performance and quality assurance reports and presented to C-suite executives
- Developed training materials for new hires, fostering culture of continuous improvement within QA team.
- Served as a subject matter expert within organization, providing guidance on best practices for maintaining high levels of quality assurance across all functions.
- Managed incoming work from salesteam in internally built CRM system. Responsible for ensuring work converted for production team.
- Helped manage client accounts.
Reader
Burrelles
05.2003 - 02.2013
- Researched client requests
- Proved successful working within tight deadlines and a fast-paced environment.
- Paid attention to detail while completing assignments.
- Managed time efficiently in order to complete all tasks within deadlines.
Skills
Customer Service
Effective Communication
Time Management
Teamwork and Coordination
Time management abilities
Problem-solving aptitude
Salesforce
Microsoft Office
Siebel
Timeline
Key Person, Supervisory Role - Customer Service
Burrelles
11.2019 - Current
Quality Assurance Representative
Burrelles
02.2013 - 11.2019
Reader
Burrelles
05.2003 - 02.2013