Derrick Woodward
Covington,KY
Overview
13
13
years of professional experience
Work History
Associate Interaction Review
Fidelity
Covington, KY
11.2022 - Current
- Graduate of Covington's Leadership Development Program
- Lead of the DC product for the AIR team.
- Organized data and built workflows for associates to follow in an efficient, concise manner.
- Led workshops and call calibrations team-wide, coaching others on aspects of STRIVE.
- Daily evaluations for those within the DC workspace, coaching others to their full potential under the STRIVE model, while helping prevent and coach to company risk through safeguard assessments.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making for end-of-month strategies to ensure deadlines are met.
- Rebuilt DC work to place efficiency and quality at the forefront of the product, becoming one of the most productive and goal-oriented products among AIR.
- Led multiple projects during my tenure, such as onboarding pilots and universal workflow implementation.
Peer Guide Support
Fidelity Investments
Covington, KY
09.2022 - Current
- Used critical thinking skills to assist onboarding associates with issues while also helping them overcome those issues
- Led small group call simulations to help associates better understand content and flow of calls
- Built strong relationships with onboarding associates to not only help them on their journey but to be someone they can go to for other issues.
- Strong verbal and communication skills as well as a strong ability to simplify difficult scenarios to fit various learning types
- Developed strong time management skills for dealing with multiple tasks within a short time wind
- Used data to access trends to help identify trends and problems in calls for the onboarding space
- Coached towards call quality and STRIVE model while sitting in on calls with onboarding associates.
Defined Benefits Associate
Fidelity Investments
Covington, KY
06.2022 - Current
- Build rapport with participants to discuss information involving 401k retirement plans & pension plans through AT&T
- Guided participants through their retirement initiation process as well as performing calculations for their benefits.
- Used data from weekly stats E-mail list to create areas of opportunity to better excell using STRIVE
- Provided resources to participants for navigating their benefits pension
- Assisted with overflow in call queue for DC calls
- Assisted in teams chat with issues or resolutions for other associates
- Checked accuracy and completeness of benefits documents
- Kept communication ongoing with participants undergoing extensive wait times on Xtrac items.
Define Contribution Representative
Fidelity Investments
Covington, KY
11.2021 - 06.2022
- Build rapport with participants to discuss information involving 401k retirement plans
- Educated participants using available resources to assist with daily needs involving 401k plan.
- Expressed empathy with participants during interactions to make them feel valued and drive CEI scores.
- Became a figure in Teams Chat for Team Devine to help other associates with questions or understanding plan rules
- Sent out weekly team stats to offer improvements both individually and as a team.
- Used data from weekly stats E-mail list to create areas of opportunity to better excell using STRIVE
- Used a "transparent approach" with teammates to avoid negative interactions based on personal call reviews.
- Created good lines of communication with leadership to help solves issues and applied coachings to better call structure
- Transitioned to dedicated Anthem 401k gate within first 30 days out of training.
Outreach Specialist Central Processor
St. Elizabeth Hospital
Edgewood, KY
03.2020 - 10.2021
- Perform and reviews accurate and complete patient registrations for accounts.
- Accurately asses patient information in chart such as: guarantor information, insurance billing, client information, and correct testing.
- Maintain registration error, billing and insurance error work queues.
- Proficient in using EPIC/Beaker to input orders, check appointments and doctors notes and using receiving/tracking functions.
- Distinguished problem solving from reordering tests to using resources for proper ARUP testing.
- Communicates with testing/doctor offices for issues with specimens and having recollections done in a timely manner to benefit the patient
- Assures all specimens received have proper identifiers and correspond to the correct patient.
- Currently leads a 9 week training course for new hires, including EPIC and Beaker introductions.
- Uses proper resources to maintain specimen integrity in a timely manner.
- Keyboard/Date entry skills with some data entry experience with minium 100 total keystrokes per minute.
- Follows proper safety and handing of specimens and proper protocols when dealing with infectious specimens and spills.
Lab Courier
St. Elizabeth Hospital
Edgewood, KY
06.2017 - 03.2020
- Ensured proper handing and delivering of Specimens to and from hospital, draw site, and doctor's offices in a timely manner.
- Practiced proper safety and handing when dealing with time sensitive specimens, and handing sensitive specimens
- Demonstrates kindness and patience when delivering specimens and supplies
- Handled all delegated tasks, including helping with the courier logistics and services of vehicles
- Achieved cost-savings by developing functional solutions by adjusting logistics around traffic hours, pick up times and making routes more efficient.
Patient Transporter
St.Elizabeth Hospital
Edgewood, KY
02.2017 - 05.2018
- Uses AIDET to practice safe transportation of patients to and from testing sites, admissions, and rooms.
- Experienced with proper lifting equipment. (SAM chair, Maxi slides, assisted lift, etc.)
- Practices proper hand hygiene when entering and leaving rooms.
- Notifies responsible party upon arrival and reports any medical problem keeping all patient information confidential, ensuring safety, courteous and confidential transport of each patient to the correct destination as requested
- Verifies patient identifiers to make sure proper patient is being transported to correct destination.
- Executed proper hand off skills of patient by help "building social bridge" from leaving the room to the testing site.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Supported and coached new employees on policies and safety measures, offering assistance with tasks as needed.
AT&T Expert
Best Buy
Florence, Kentucky
06.2015 - 10.2016
- Met sales goals while providing premium customer service
- Identified customer's wants and needs by building a rapport
- Planned and executed project of increasing upgrade check percentage to traffic
- Prepared associates for changes to plans and devices by coaching and role playing sales
- Increased sales of both Digital Life and Directv (top 10 May finish)
- Established guide lines for sealing "add on" connections and bundling sales for AT&T
Mobile Kiosk Associate
Sam's Club
Florence, Kentucky
04.2013 - 06.2015
- Acted as a trusted representative for AT&T, Sprint and Verizon carriers.
- Engaged customers through questions about product features and while creating excitement around the product.
- Effectively managed inventory of phones
- Demonstrated how products would directly impact customer's life.
Electronic Associate
K-Mart
Erlanger, Kentucky
09.2012 - 04.2013
- Responsible for inventory of Electronic devices
- Attended to customer service needs
Education
Biology
University of Louisville
Skills
- Patient
- Strong lead development skills
- Goal-oriented
- Customer Service Training
- Exceptional Multi-tasking
- Excellent communication skills
- Problem solving skills
- Quick learning
- Data entry experience
- Experience working in high stress and quick environments
- Healthcare insurance experience
Timeline
Associate Interaction Review
Fidelity
11.2022 - Current
Peer Guide Support
Fidelity Investments
09.2022 - Current
Defined Benefits Associate
Fidelity Investments
06.2022 - Current
Define Contribution Representative
Fidelity Investments
11.2021 - 06.2022
Outreach Specialist Central Processor
St. Elizabeth Hospital
03.2020 - 10.2021
Lab Courier
St. Elizabeth Hospital
06.2017 - 03.2020
Patient Transporter
St.Elizabeth Hospital
02.2017 - 05.2018
AT&T Expert
Best Buy
06.2015 - 10.2016
Mobile Kiosk Associate
Sam's Club
04.2013 - 06.2015
Electronic Associate
K-Mart
09.2012 - 04.2013
Biology
University of Louisville