Derrick Mosby
Rialto,CA
Summary
Employee Relations Coordinator with 10+ years of customer service experience from all cultures and economic levels with the ability to work independently in a fast-paced environment or as part of a team. Strengths include leadership, conflict management, and the ability to meet deadlines in professional roles.
Overview
13
13
years of professional experience
Work History
Employee Relations Coordinator
Disney Parks, Experiences
Orlando/Anaheim, FL, CA
08.2020 - Current
- Triage concerns during daily meetings with senior employee relations managers
- Respond to Disney Guidelines and reports timely and efficiently
- Engaged with employees and leaders at critical moments in the life cycle of the employment relationship such as Accommodations
- Demonstrated experience in consulting and/or delivering diversity and inclusion recommendations and solutions
- Provide cast member support through intake phone calls and emails across the Disney company regarding EEO-related concerns
- Follow up on cases submitted through internal systems while ensuring correct processes and procedures
- Arrange outbound calls to leaders and park operations managers
- Guided managers and supervisors on resolving discipline issues and employee grievances.
- Attended regular meetings to discuss and develop plans to positively influence workplace relationships.
- Provided advice and guidance to leadership and non-management personnel in resolving work-related problems.
Bus Driver
Walt Disney World
Orlando, FL
10.2019 - 08.2021
- Conduct vehicle inspections and ensure the safety of our guests and fellow employees
- Provide excellent guest service on multiple routes across Walt Disney World property by answering questions, spiel stops, and reassure safety over microphone
- Commercial Driver License (CDL) driver and abides traffic laws while driving
- Conduct vehicle inspections and ensures the safety of our guests and fellow employees
HR Leave Associate (Remote)
Amazon
06.2020 - 12.2020
- Provided accurate, timely, and empathetic HR assistance to Amazon employees on disability, leave, and accommodation matters, fostering trust and resolving sensitive situations
- Communicated cross-departmentally to ensure consistent and up-to-date information was provided to employees
- Utilized Salesforce CRM system to effectively manage employee information and interactions
- Assisted in processing short-term disability and FMLA requests, ensuring compliance with policies
- Collaborated with other teams to stay informed of process changes and actively contributed to continuous improvement initiatives.
Customer Care Representative
Entertainment Benefits Group
Orlando, FL
06.2019 - 10.2019
- Exhibited strong customer service skills in written or verbal communication
- Consistently displayed a professional willingness to assist when issues escalated
- Accurately enter data into required computer systems according to policy
- Communicated effectively and efficiently with co-workers and the public.
Customer Advisor
Parallon
Orange Park, Florida
02.2018 - 02.2019
- Assisted patient account and billing inquiries by courteously supplying accurate and timely information
- Reviewed accounts for appeal requests and forwarded to appropriately
- Evaluated accounts for duplicate or charge errors and forwarded to audit team if necessary
- Corrected or added insurance information
Virtual Customer Advocate
Hulu
Santa Monica, CA
12.2015 - 10.2017
- Provided customer and technical support over the phone for account management, billing, content, site navigation, software functionality, and system troubleshooting
- Supported and communicated Hulu concepts to 100+ customers daily via phone and email
- Documented events and actions (payments, account reactivation, troubleshooting) using the "Flanders" database
- Exceeded personal and team-wide performance goals by 10-15%, consistently surpassing guest expectations
- Reported user feedback to management and relevant teams
- Maintained up-to-date knowledge of products and content offered on Hulu
- Played a key role in the successful launch of the live TV service "Curiosity" on Hulu.
Manager Trainee
Aarons
Inglewood, CA
10.2012 - 12.2015
- Promoted for leadership potential and that proved vital when strategizing loss prevention
- Documented 50+ customer appointments weekly and updated customer information in-store computer system/database, including handling cash or credit card payments
- Supported staff by validating and verifying customer accounts, and developing employee work schedules, lease agreements, and renewals
- Conducted direct customer negotiations and payment collected and supported the overall needs of the store by assisting other associated
- Provided daily updates and reports to ensure quotas were met to the General Manager
- Strong interpersonal skills that reduced delinquent customer accounts
- Oversaw and supported the sales force in obtaining and maintaining client accounts
- Cleaned and certified merchandise in Quality Assurance Center for returned items.
Vendor Network Representative
NCO Financial
Baltimore, MD
09.2010 - 02.2011
- Independently processed approximately 25 legal documents daily, ensuring compliance with policies, procedures, and regulations in a fast-paced office environment
- Updated client affidavit status in the database, ensuring accurate and up-to-date information
- Conducted thorough fact-finding investigations and obtained affidavits to support cases
- Generated reports and maintained strict confidentiality regarding client information, safeguarding all accounts and personally identifiable information (PII).
Education
Associate of Science - Business Administration (Pursuing)
SANTA MONICA COLLEGE
Santa Monica, CA11.2024
Some College (No Degree) - PHR: Professional in Human Resources (Pursuing)
HCRI
Online11.2023
Skills
- Americans with Disabilities Act (ADA), Equal Employment Opportunity (EEO),
- Work Complaint Handling
- Leave of Absence/FMLA
- Customer Service, Call Center
- Data Entry, ServiceNow, Salesforce (CRM systems), Technical Support, application navigation
- Report Preparation, Harassment Investigation
- Billing support, payment processing, account management
- Attention to detail, multitasking, problem solving, organization
- Microsoft Office, Outlook
Timeline
Employee Relations Coordinator
Disney Parks, Experiences
08.2020 - Current
HR Leave Associate (Remote)
Amazon
06.2020 - 12.2020
Bus Driver
Walt Disney World
10.2019 - 08.2021
Customer Care Representative
Entertainment Benefits Group
06.2019 - 10.2019
Customer Advisor
Parallon
02.2018 - 02.2019
Virtual Customer Advocate
Hulu
12.2015 - 10.2017
Manager Trainee
Aarons
10.2012 - 12.2015
Vendor Network Representative
NCO Financial
09.2010 - 02.2011
Associate of Science - Business Administration (Pursuing)
SANTA MONICA COLLEGE
Some College (No Degree) - PHR: Professional in Human Resources (Pursuing)
HCRI
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