Derrick J. Jones
Jacksonville,FL
Summary
Forward-thinking Manager effective in high-volume, customer-centric environments. Maintains customer service standards with goal-oriented approach and knowledgeable leadership. Promotes collaborative culture with empowered employees well-versed in customer care protocols and internal company databases.
Professional liaison with strong background in fostering communication and building relationships. Skilled in team collaboration and adept at navigating changing needs to achieve results. Expertise in conflict resolution, project management, and strategic planning. Reliable, adaptable, and focused on driving success through effective partnerships and clear communication.
Overview
31
31
years of professional experience
Work History
Senior Government Contract Liason
Federal Edge Services LLC
07.2023 - Current
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
- Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
- Increased overall productivity by streamlining internal processes and introducing new tools for more efficient workflow management.
Poker Dealer
Seminole Hard Rock Casino
08.2021 - Current
- Participated in anti-money laundering and Title31 classes once a quarter showing proficiency by passing all tests with a 97% or better score.receiving a
- Prevented fraudulent play activities by monitoring players and working closely with security.
- Facilitated great customer service by dealing 100% of all games offered by Hard Rock in a friendly and helpful manner with an upbeat/positive attitude
Poker Room Supervisor
Penn National Gaming
10.2015 - 02.2020
- Provided high standards of guest care on casino floor and handled escalated complaints.
- Defined and implemented security measures to detect money laundering, and prevent theft or cheating
- Organized current logs of fraudulent activity at casino and tracked security incidents.
Dual Rate Floor/Dealer
Horseshoe Casino
06.2014 - 10.2016
- Verified chip money balances, confirmed supporting documentation and distributed credits.
- Promoted outstanding guest relations by delivering above-and-beyond support to each guest.
- Created friendly and welcoming demeanor while interacting with guests at all times.
Manager of Global Customer Service Operations
First Data Merchant Services
09.2006 - 11.2012
- Influenced Service Level Agreements in Helpdesk Inbound Client Call Center by keeping associates on 5% after-call-work and 95-100% talk time goals.
- Managed the maintenance of an annual operating budget of $3.6 million
- Clarified new policies and regulations to minimize production errors and incidents.
Unit Sales Manager
Citi
07.1999 - 08.2004
- Oversaw the daily supervision of a 40-member team with a focus on direct sales and customer service
- Performed quality control by monitoring seven calls on each associate per month while maintaining a 87% average for each associate
- Recognized as Manager of the Month for exceeding sales goals by 20%.
Military Police Sergeant
US Army
05.1994 - 05.1999
- Processed wide-ranging and highly stressful situations effectively by maintaining current training in weaponry, hand-to-hand fighting and conflict management strategies.
- Performed a 100% completion pass rate on all annual required training
- Coordinated effective responses to various incidents by maintaining control in high-pressure situations.
Education
Associate of Arts - Business Management
Hagerstown College
Hagerstown, MD12.2016
Skills
- Call Center Operations
- Handling Escalations
- Demonstrated problem-solving ability, initiative, and superior decision-making skills
- Training and mentoring
- Served as a contract Subject Matter Expert
- Attention to detail
- Database administration
- Data metric analysis
- Compliance enforcement
- Contract performance monitoring
- Proposal preparation
- Confidential records
Accomplishments
- Fort Ritchie Soldier of the Year 1997
- Hagerstown College Dean's List Fall 2012 and 2013
- CPR Certified BLS
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work-life balanceLanguages
English
Native or Bilingual
Timeline
Senior Government Contract Liason
Federal Edge Services LLC
07.2023 - Current
Poker Dealer
Seminole Hard Rock Casino
08.2021 - Current
Poker Room Supervisor
Penn National Gaming
10.2015 - 02.2020
Dual Rate Floor/Dealer
Horseshoe Casino
06.2014 - 10.2016
Manager of Global Customer Service Operations
First Data Merchant Services
09.2006 - 11.2012
Unit Sales Manager
Citi
07.1999 - 08.2004
Military Police Sergeant
US Army
05.1994 - 05.1999
Associate of Arts - Business Management
Hagerstown College
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