Derrick Williams II
Arlington,TX
Summary
Detail-oriented operations and customer service professional with 10+ years of experience in case management, issue investigation, audit-ready documentation, and high-volume workflow coordination. Skilled in reviewing information, validating data, resolving complex inquiries, and communicating findings clearly to customers and internal teams. Proven ability to analyze trends, identify risk indicators, and support process improvements that enhance accuracy, compliance, and service quality. Strong foundation in documentation integrity, cross-functional collaboration, and customer advocacy all critical to claims adjusting and total loss evaluation.
Overview
13
13
years of professional experience
Work History
Generalist, Customer Advocate Services
Southern Glazers Wine & Spirits
Addison, TX
11.2024 - Current
- Serve as primary contact for customer inquiries, providing clear, empathetic communication during complex or sensitive situations.
- Conduct issue investigations by gathering facts, reviewing documentation, validating information, and coordinating with cross-functional teams to determine accurate resolution paths.
- Maintain audit-ready records, ensuring accuracy, completeness, and compliance across all customer interactions and account updates.
- Analyze service trends and case patterns to identify risks, recurring issues, and opportunities for workflow improvement.
- Support reporting and presentations by summarizing case data and highlighting key insights for leadership review.
- Coordinate logistics for customer support initiatives, improving scheduling efficiency and reducing resolution delays.
Account Services Specialist
Santander Consumer USA
North Richland Hills, TX
11.2022 - 11.2024
- Managed high-volume customer accounts, ensuring accurate, compliant, and timely resolution of complex cases.
- Performed case investigations into account discrepancies, system errors, and access issues by reviewing documentation and validating customer information.
- Analyzed account and productivity data to identify trends and risks, enabling targeted service improvements.
- Resolved operational disruptions promptly to minimize customer impact and sustain workflow continuity.
- Maintained meticulous records to support audits, compliance checks, and ensure operational consistency.
Front of House Manager
Bostons Pizza Restaurant & Sports Bar
Irving, TX
01.2022 - 06.2023
- Managed daily operations, ensuring efficient scheduling, effective staffing, and seamless workflow coordination.
- Developed and delivered training programs to enhance employee consistency, communication, and adherence to procedures.
- Recorded and analyzed staff performance and training activities, facilitating compliance and audit readiness.
Bar Manager
Daylight Golf
Grapevine, TX
12.2020 - 11.2021
- Developed promotional strategies that drove a 7% sales increase, showcasing analytical thinking and data-driven decision-making.
- Identified inefficiencies and implemented workflow improvements to enhance operational effectiveness and streamline processes.
- Managed operations with focus on inventory control, vendor coordination, and maintaining documentation accuracy to ensure smooth bar function.
Lead Bartender / Bar Supervisor
Buffalo Wild Wings
Irving, TX
04.2018 - 11.2020
- Identified service issues and implemented corrective procedures to optimize daily operations.
- Trained staff on SOPs to enhance service consistency and minimize operational errors.
- Organized inventory and scheduling alongside operational documentation to ensure accuracy and compliance.
Assistant Bar Manager / Bartender
Mi Dia From Scratch
Grapevine, TX
04.2013 - 11.2017
- Managed bar operations, ensuring accurate documentation in ordering, budgeting, and inventory management for streamlined processes.
- Developed policies and objectives to enhance departmental workflow and operational efficiency.
- Organized documentation for compliance and strengthened vendor relationships through effective management.
Education
Associate of Arts - Business Administration
Tarrant County College
Hurst, TX05-2013
Skills
- Claims Investigation & Case Review
- Audit-Ready Documentation & Record Accuracy
- Risk Assessment & Issue Identification
- Data Interpretation & Trend Analysis
- Process Improvement and Workflow Optimization
- Cross-Functional Coordination
- Case Tracking & Follow-Up
- Vendor & Third-Party Coordination
- Customer Communication & Advocacy
- Microsoft Office (Excel, PowerPoint, Outlook)
Timeline
Generalist, Customer Advocate Services
Southern Glazers Wine & Spirits
11.2024 - Current
Account Services Specialist
Santander Consumer USA
11.2022 - 11.2024
Front of House Manager
Bostons Pizza Restaurant & Sports Bar
01.2022 - 06.2023
Bar Manager
Daylight Golf
12.2020 - 11.2021
Lead Bartender / Bar Supervisor
Buffalo Wild Wings
04.2018 - 11.2020
Assistant Bar Manager / Bartender
Mi Dia From Scratch
04.2013 - 11.2017
Associate of Arts - Business Administration
Tarrant County College