Derrick Roy
Lancaster,TX
Summary
To advance my experience, skills and knowledge to assist a company with strong culture and values! Ready to create and assist in providing support to teams in multiple functions, including driving overall performance. Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Team Manager
Dish Network
Dallas, TX
01.2017 - Current
- Responsible for a team of 10+ agents who leads the company in department metrics
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Implemented process improvements aimed at increasing efficiency while reducing costs wherever possible.
- Responsible for managing and tracking daily metrics
- Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Conduct daily team meetings to discuss metrics and promote a high energy environment
- Maintain top 10% in company key metrics
- Platinum Team Manager Award 2018, 2019, 2020.
Retention Agent
Dish Network
Denver, CO
01.2016 - 01.2017
- Received inbound calls from existing customers to cancel their service
- Maintained 75% Save Rate Rate YOY
- Closed out 2017 as #2 Ranked Retention Agent in the enterprise
- Platinum Award Recipient 2016, 2017.
- Obtained and examined relevant information to validate customer complaints and determine possible causes.
- Reviewed competitor offerings regularly in order to stay informed about industry trends and pricing structures.
- Adhered to scripted responses and standardized plans to address problems.
- Collaborated with sales team to develop promotions that would help retain customers who might be at risk of leaving.
- Assisted customers with inquiries regarding account information, billing and service-related issues.
- Participated in weekly meetings with management team to review progress on retention initiatives.
Sales Associate
Dish Network
11.2015 - 12.2016
- Received inbound calls from potential customers expressing interest in Dish
- Maintained 45% Close Rate YOY
- Closed out 2016 as #2 Ranked sales associates in the enterprise
- Platinum Award Recipient 2015, 2016.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Developed trusting relationships with customers by making personal connections.
- Demonstrated product features and benefits for customers' needs.
- Collected payments and provided accurate change.
- Engaged customers in friendly, professional dialogue to determine needs.
- Upsold additional items based on customer interests and needs.
- Adhered to company initiatives and achieved established goals.
Loan Specialist
On Deck
Denver, Colorado
01.2015 - 11.2015
- Contact business owners interested in obtaining small business financing
- Managed pipeline for originated loans through closing and complete required management reports.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Applied risk management techniques to evaluate potential risks associated with granting loans.
- Reviewed loan agreements to confirm completeness and accuracy.
- Improved loan applications and documentation by informing applicant of additional requirements.
- Participated in regular training sessions on new products, services, policies, procedures.
- Adhered to federal and state compliance guidelines relative to retail mortgage lending.
- Set up debt payment plans based on client credit, income and assets.
- Consistently average 250-300 daily calls to potential clients.
Tax Advisor
Omni Financial
Broomfield, Colorado
01.2014 - 01.2015
- Prospect qualified new business in regards to tax delinquencies
- Maintain 300+ daily dials to meet required objectives
- Consistently meet required 3.5 hours of customer talk-time
- Utilize core competencies when engaging with potential customers
- Fluent use of SalesForce.com as well as other application systems
- Maintain daily sales quota.
- Provided tax advice and guidance to clients regarding investments, deductions, credits, and other relevant matters.
- Consulted tax law handbooks or bulletins to determine procedures for preparation of atypical returns.
- Implemented tax reduction strategies to analyze and minimize tax liabilities.
- Participated in continuing education programs related to taxation matters in order to stay abreast of changing laws.
- Negotiated payment plans with the IRS on behalf of clients experiencing difficulty paying their taxes.
Account Specialist
Home Advisor
Golden, Colorado
01.2010 - 01.2014
- Over 3 years in current position as an account specialist, working with customers, applying set guidelines and policies
- Used core competencies, such as active listening, problem solving, customer service, empathy and integrity, to provide customers with a high and accurate level of customer experience while resolving complaints and inquiries
- Able to make quick judgment calls while ensuring policies are adhered to
- Strong Microsoft Office experience with the ability to multi-task between several applications during each customer contact call
- Maintained a high level of quality assurance, while completing 100+ daily contact calls.
Account Specialist
Dalby Education Institute
Westminster, Colorado
01.2009 - 01.2010
- Completed and executed daily objectives of 250+ calls to potential customers
- Ability to maintain composure while dealing with customer's range of emotions
- Innate sense of guiding customers through purchasing decisions and ensuring a high level of quality assurance.
Debt Consultant
Clear Debt Solutions
Irving, TX
06.2007 - 05.2009
- Provided financial education services to help clients manage their finances more effectively.
- Negotiated with creditors and lenders to reduce interest rates and waive fees.
- Helped customers understand their legal rights regarding debt collection practices.
- Answered client questions about factors affecting credit and recommended suggestions to improve credit scores.
- Developed debt reduction strategies for clients based on their personal financial situation.
- Evaluated client situations and recommended optimal products to meet individual needs.
- Calculated clients' available monthly income to meet debt obligations.
- Reviewed credit reports to identify debt and determine best-fit strategies for consolidating or eliminating balances.
Team Lead
AT&T Wireless
Frisco, Texas
01.2000 - 01.2007
- Selling and upgrading wireless services to new and existing customers
- Consistently met the required sales goal for wireless and internet services
- Devised new business ideas to maintain employee/customer relationships
- Team lead for sales-floor representatives.
Education
Information Technology
DeVry Institute of Technology
01.1996
Skills
- Telephone and Email Etiquette
- Credit Option Explanation
- Effective Communication
- Payment Scheduling
- Customer Assistance
- Issue Resolution
- Loan Approvals
- Customer Service-Focused
- Sales Expertise
- Excellent Time Management
- Team Player
- Financial Advising
- Client Relations
- Friendly
- Reliable
- Excellent Communicator
- Relationship Building and Management
- Financial Services
- Customer Support
Accomplishments
- Service with Heart (Home Advisor)
- Circle of Excellence (AT&T Wireless)
- Platinum Retention Team Manager Award (Dish Network)
- Platinum Retention Agent (Dish Network)
- Platinum Sales Associate (Dish Network)
References
Available upon request
Certification
- Life Health insurance license
- Property and Casualty License
References
References available upon request.
Timeline
Team Manager
Dish Network
01.2017 - Current
Retention Agent
Dish Network
01.2016 - 01.2017
Sales Associate
Dish Network
11.2015 - 12.2016
Loan Specialist
On Deck
01.2015 - 11.2015
Tax Advisor
Omni Financial
01.2014 - 01.2015
Account Specialist
Home Advisor
01.2010 - 01.2014
Account Specialist
Dalby Education Institute
01.2009 - 01.2010
Debt Consultant
Clear Debt Solutions
06.2007 - 05.2009
Team Lead
AT&T Wireless
01.2000 - 01.2007
Information Technology
DeVry Institute of Technology