Derrick Robinson Jr
Detroit,United States
Summary
Dynamic administrative professional with a proven track record at Eastern Michigan University, excelling in call center operations and customer communications. Recognized for enhancing customer satisfaction through effective issue resolution and empathetic service. Skilled in CRM software and team development, consistently achieving performance targets while fostering strong client relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Eastern Michigan University
Ypsilanti, MI
09.2016 - 02.2017
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
Call Center Agent
Clementine
Roseville, MI
12.2024 - 12.2024
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
Production Worker
Amazon
Mount Juliet, TN
03.2024 - 10.2024
- Followed safety procedures and guidelines to maintain safe working environments.
- Used equipment properly to avoid workplace hazards or injuries.
- Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
- Resolved issues quickly to maintain productivity goals.
- Organized work to meet demanding production goals.
- Took on additional shifts during peak work periods to keep projects on schedule.
- Assisted in training new employees on production processes, ensuring a seamless integration into the team.
- Adapted quickly to changes in production schedules, ensuring flexibility in operations.
Customer Service Representative
Home Depot
Harper Woods, MI
10.2022 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Bachelor of Arts - Business
University of Phoenix
Tempe, AZ06.2022
Associate of Arts - Business
University of Phoenix
Tempe, AZ06.2020
High School Diploma -
Henry Ford Academy School For Creative Studies
Detroit, MI06.2016
Skills
- Call center operations
- Customer communications
- Payment processing
- Team development
- Problem-solving skills
- Typing speed
- Issue resolution
- Answering questions
Certification
Human Resource Management
Hands On CPR Certified
Timeline
Call Center Agent
Clementine
12.2024 - 12.2024
Production Worker
Amazon
03.2024 - 10.2024
Customer Service Representative
Home Depot
10.2022 - 08.2023
Administrative Assistant
Eastern Michigan University
09.2016 - 02.2017
Bachelor of Arts - Business
University of Phoenix
Associate of Arts - Business
University of Phoenix
High School Diploma -
Henry Ford Academy School For Creative Studies