Summary
Overview
Work History
Education
Skills
Timeline
Generic

Derrilyn Turner

Sacramento,CA

Summary

Dynamic Call Center Supervisor with a proven track record at Doordash Customer Support, excelling in quality assurance and coaching. Enhanced team performance through targeted feedback and training, leading to improved customer satisfaction. Skilled in technical support and fostering a collaborative environment, effectively resolving escalated issues while maintaining high service standards.

Overview

12
12
years of professional experience

Work History

Call Center Supervisor

Doordash Customer Support
12.2021 - 07.2025
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.

Call Center Representative

Sprint
01.2014 - 09.2020
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Education

Communications

Sacramento City College
Sacramento, CA

Sacramento High School
Sacramento, CA
06.2010

Skills

  • Quality assurance
  • Call monitoring
  • Coaching and mentoring
  • Staff motivation
  • Customer service focus
  • Information tracking
  • Schedule coordination
  • Technical support
  • Document management

Timeline

Call Center Supervisor

Doordash Customer Support
12.2021 - 07.2025

Call Center Representative

Sprint
01.2014 - 09.2020

Communications

Sacramento City College

Sacramento High School

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Derrilyn Turner