Summary
Overview
Work History
Education
Skills
Timeline
Generic

DERRICK WILKERSON

Henderson,NV

Summary

Skilled professional with expertise in risk assessment, fraud detection, and data analysis, adept at identifying and mitigating risks in dynamic environments. Proven leader with experience managing teams, driving project success, and fostering collaboration through strong communication and strategic planning. Recognized for critical thinking, problem-solving, and adaptability in fast-paced settings. Skilled in building strong customer relationships, resolving issues with empathy, and maintaining high satisfaction. Passionate about creative design and storytelling, with foundational skills in graphic design and content creation.

Overview

14
14
years of professional experience

Work History

Escalation Specialist (Full-Time)

Instacart
01.2022 - Current
  • Analyzed and resolved escalations from BPO sites and the Better Business Bureau, addressing suspicious customer behavior and potential fraud.
  • Monitored and tracked fraud trends to develop and implement prevention strategies, improving overall fraud protection measures.
  • Applied investigative expertise to identify and address fraudulent activities, ensuring compliance with security protocols.
  • Analyzed escalation data to identify top customer pain points, leading to a 10% reduction in repeat complaints.
  • Collaborated cross-functionally with internal teams to gather information and resources, ensuring timely and successful resolution of escalated cases.

Technical Support Lead (Full-Time)

Asurion
11.2019 - 12.2021
  • Served as an escalation point for high-visibility, mission-critical incidents, coordinating resources and managing communication with stakeholders to ensure timely resolution.
  • Reduced average call handling time by 15% through efficient troubleshooting and problem-solving, improving team productivity.
  • Streamlined workflow for the technical support team, optimizing productivity and performance.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.

Social Media Manager (Part-Time)

MusicXclusives
12.2020 - 05.2021
  • Designed and implemented comprehensive social media strategies aligned with overall marketing goals, driving brand visibility and engagement.
  • Developed a content calendar incorporating trending hashtags and memes to maximize reach and relevance.
  • Responded to audience inquiries and feedback promptly, improving customer satisfaction and strengthening brand reputation.
  • Increased monthly profile visits by 300% (from 95k to 379k), reflecting heightened audience interest and engagement.
  • Analyzed Twitter analytics and web traffic data to track content performance, including page visits, link clicks, replies, and engagement rates.

Assistant Manager (Full-Time)

Balenciaga
11.2018 - 11.2019
  • Oversaw daily store operations, ensuring smooth and efficient functioning, including inventory management, administrative tasks, and compliance with company policies.
  • Boosted social media engagement, by 25% through strategic content planning and collaboration with the marketing team.
  • Delivered exceptional customer experiences by setting high service standards, resolving complex issues, and enhancing the overall shopping experience.
  • Managed visual merchandising to align with brand guidelines, including store layout, window displays, and in-store presentation, ensuring a premium brand image.

Customer Service Representative (Full-Time)

Lowes
01.2011 - 11.2018
  • Managed high-stress situations with professionalism, resolving disputes and conflicts calmly and effectively.
  • Handled escalated customer calls with efficiency, achieving mutually satisfactory resolutions for customers and the company.
  • Resolved customer complaints empathetically, fostering loyalty and driving repeat business.
  • Collaborated with team members and management to achieve store goals, supported training for new associates, and contributed to smooth store operations.
  • Increased upsell success by 10% through personalized product recommendations and proactive customer engagement.

Education

Associate of Science - Science

Community College of Southern Nevada
Las Vegas, NV
05.2014

Bachelor of Science - Kinesiology

University of Southern Nevada, Las Vegas
Las Vegas
08-2017

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Graphic design
  • Customer relations
  • Team leadership
  • Decision-making
  • Complaint handling
  • De-escalation techniques
  • Fraud prevention strategies
  • Fraud prevention

Timeline

Escalation Specialist (Full-Time)

Instacart
01.2022 - Current

Social Media Manager (Part-Time)

MusicXclusives
12.2020 - 05.2021

Technical Support Lead (Full-Time)

Asurion
11.2019 - 12.2021

Assistant Manager (Full-Time)

Balenciaga
11.2018 - 11.2019

Customer Service Representative (Full-Time)

Lowes
01.2011 - 11.2018

Associate of Science - Science

Community College of Southern Nevada

Bachelor of Science - Kinesiology

University of Southern Nevada, Las Vegas
DERRICK WILKERSON