Derrick Rodgers
Reynoldsburg
Summary
Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.
Overview
7
7
years of professional experience
Work History
Customer Support Representative
Ryder Logistics
06.2024 - Current
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Utilize robotic automation system to fulfill all inbound and outbound needs of the customer.
- Play a high roll in the day to day operations of all employees on the team making sure all task are completed and orders are closed daily.
- Navigate a work environment with predominantly spanish speaking employees causing a language barrier but still able to communicate effectively daily.
Care Coordinator
Quantum Health
03.2022 - 04.2024
- Used company software and databases to maintain records of services performed and patient conditions.
- Built strong relationships with clients to deliver emotional support and companionship.
- Worked with members to make sure they were using their health insurance coverage to its highest capacity so they have the least amount of out of pocket expense
- Learned the details of various insurance companies coverages and policies so when speaking with the members we can be a pro and confidently navigate the members entire health care experience
Customer Service Team Lead
Safelite Auto Glass Contact Center
05.2018 - 09.2022
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Education
Bachelor of Science - Business Administration
Bowling Green State University
Bowling Green, OH05-2019
Skills
- Problem-solving
- Teamwork and collaboration
- Active listening
- Interpersonal skills
- Customer success management
Accomplishments
- As a member of Alpha Phi Alpha Fraternity Inc. I was voted president of the Epsilon Theta chapter
- Apart of a program named "A Voteless People Is a Hopeless People" we educate members of the community on the upcoming elections while also getting them registered to vote.
- Organized and led a group of peers from Bowling Green State University on a trip to Washington, D.C. to attend the March on Washington
- Honored as 'Man of the Year' in 2022 by my peers during the Fire & Ice Gala, hosted by Alpha Phi Alpha Fraternity and Delta Sigma Theta Sorority, Inc
Affiliations
- Alpha Phi Alpha Fraternity Inc.
Timeline
Customer Support Representative
Ryder Logistics
06.2024 - Current
Care Coordinator
Quantum Health
03.2022 - 04.2024
Customer Service Team Lead
Safelite Auto Glass Contact Center
05.2018 - 09.2022
Bachelor of Science - Business Administration
Bowling Green State University
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