- Outdoor Recreation
- Auto Repair/Restoration
- Supporting STEM education initiatives and mentorship programs
- Participate in suba diving, as a dive master for recreational activities to maintain physical fitness
- Camping
Derrick Espey
Northlake,TX
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
35
35
years of professional experience
Work History
Director of Quality and Sales
American Robotics Academy
05.2022 - Current
- Responsible for training 18 Instructors
- Continuously evaluated and audited Instructors at customer sites and provided feedback and guidance to team members weekly.
- Created and led training class on classroom management, hostile parent and student interactions, Leadership, and team building.
- Created and submitted reports and trend analysis to senior management on Instructor quality evaluations, and measurable improvement metrics.
- Created spreadsheet to track potential sales of future customers for senior management.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Monitored staff organization and suggested improvements to daily functionality.
- Drove root cause analysis investigations for customer complaints, implementing corrective actions that reduced recurrence rates and improved client retention.
- Authored documentation for internal use by QA personnel, setting guidelines for review activities and reporting requirements.
Manager
Academy
01.2015 - 01.2020
- Responsible for managing and training customer service teams.
- Evaluated and audited team member daily
- Lead instructor during live trainings for new associates
- Coached associates based on audit and evaluation results.
- Created and led training class on stress management, hostile customer interactions and dealing with change.
- Coordinated team building activities.
- Created and submitted weekly reports and trend analysis to senior management on team member quality evaluations, audits, and measurable improvement metrics
- Tested new software programs and existing software program enhancements for functionality, debugging, and team uptake before rolling out to departments.
Director of Food Pantry and Store Manager
Katy Christian Ministries
01.2011 - 01.2014
- Managed food bank and discount retail store providing assistance to financially and nutritionally at-risk individuals and families locally.
- Reported directly to CEO and Board of Directors
- Created and submitted nightly sales and inventory report with trend analysis to EO and CFO
- Ensured financial viability of food pantry by soliciting contributions via public speaking engagements and coordination with other community support organizations.
- Responsible for supervision, management, training and compliance of USDA and municipal guidelines for 30 volunteers weekly
Customer Solutions Representative, Team Lead
HEWLETT-PACKARD, COMPAQ
01.1999 - 01.2010
- Created and implemented training program for team responsible for transferring knowledge from United States to Canada and Costa Rica during reorganization.
- Led project that found savings of $4.7 million annually in parts purchasing and shipment.
- Improved Service Level Agreement on one account from 36.5% to 95.7% in three months, ensuring contract compliance and customer satisfaction.
- Coached team members in techniques necessary to complete job tasks
Non-Commissioned Officer
United States Army
01.1990 - 01.1995
- Responsible for mental and emotional health of soldiers and dependent family members, including stress management, suicide prevention, team building, family programs and confidentiality compliance
- Served as Active-duty Chaplain Assistant in two combat theatres – Operation Desert Shield and Operation Desert Storm (Iraq)
Education
Some College (No Degree) - Social Work
Midwestern State University
Skills
- Customer Relationship Management
- Staff Management
- Team Leadership
- Customer Needs Assessments
- Coaching and Mentoring
- Performance Tracking and Evaluations
- Verbal and Written Communication
- Business Planning
- Microsoft Office Suite
- Pure Cloud, SharePoint, Oracle Database, Genesis, Open Methods
- Quality assurance techniques
- Corrective and preventive actions
- Operational excellence
- Customer complaint resolution
- Quality training programs
- Strong work ethic
- Problem-solving
- Customer service
- Problem-solving abilities
- Critical thinking
Interests
Timeline
Director of Quality and Sales
American Robotics Academy
05.2022 - Current
Manager
Academy
01.2015 - 01.2020
Director of Food Pantry and Store Manager
Katy Christian Ministries
01.2011 - 01.2014
Customer Solutions Representative, Team Lead
HEWLETT-PACKARD, COMPAQ
01.1999 - 01.2010
Non-Commissioned Officer
United States Army
01.1990 - 01.1995
Some College (No Degree) - Social Work
Midwestern State University
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