Derrick Hawthorne
Lubbock,TX
Summary
Dynamic customer service professional with extensive experience at AT&T, adept at conflict resolution and enhancing customer satisfaction. Proven ability to manage high-stress situations, utilizing active listening and critical thinking skills to achieve effective outcomes. Recognized for training and mentoring team members, fostering a productive and engaged work environment.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
AT&T
03.2020 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced satisfaction by empathizing with client concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Shift Manager/Key Holder
Taco Bell Restaurant
08.2019 - 01.2020
- Trained new employees on company policies, procedures, and job-specific tasks to ensure their success in the role.
- Oversaw cash handling procedures, maintaining accurate records of transactions and preventing discrepancies.
- Delegated tasks effectively among team members based on their strengths and skill sets leading to greater productivity levels.
- Maintained store cleanliness throughout the day to create a welcoming atmosphere for both customers and staff members alike.
- Increased customer satisfaction through attentive service, swift problem resolution, and effective communication.
Manager
Wendy's
04.2018 - 12.2019
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
Education
Still Acquiring - Business Administration
Estacado
Lubbock, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Relationship building
- Conflict resolution
- Complaint handling
Timeline
Customer Service Representative
AT&T
03.2020 - 05.2021
Shift Manager/Key Holder
Taco Bell Restaurant
08.2019 - 01.2020
Manager
Wendy's
04.2018 - 12.2019
Still Acquiring - Business Administration
Estacado