DESMOND DERVIN
Fullerton
Summary
Dynamic and results-oriented sales professional with over 10 years of experience in customer service, sales, and collections. Proven ability to deliver exceptional customer experiences, negotiate payment arrangements, and mentor new employees to enhance team performance. Highly skilled in utilizing various software systems, including Oracle and PeopleSoft, with certifications in personal training and CPR. Actively seeking a challenging sales role in a call center or in-person environment, with flexibility to relocate anywhere within the U.S.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Debt Consultant
Americor
06.2024 - 06.2025
- Managed a high volume of incoming calls, emails, and online inquiries from customers seeking assistance
- Provided exceptional customer service by actively listening to customer concerns and resolving issues in a timely manner
Weight Loss Specialist
self employed
04.2021 - 01.2025
- Assisted with administrative tasks such as scheduling appointments, managing billing information.
- Created monthly reports summarizing all client activities in order to track performance over time.
- Established innovative ways to keep members engaged in their workout routines.
- Educated clients about the benefits of a healthy lifestyle through regular exercise.
- Advised clients on proper use of gym equipment and safety protocols while exercising.
Customer Account Resolution Expert/ Collections
Bank of America
04.2019 - 04.2021
- Followed up on unpaid invoices by sending out reminder letters or making phone calls.
- Researched complex cases involving multiple parties or jurisdictions in order to identify potential solutions.
- Utilized negotiation tactics to secure payment arrangements from delinquent accounts.
Student Debt Management Specialist
Student Loan Forgiveness Center
04.2017 - 04.2019
- Provided detailed loan counseling services to students and families, including information on federal student loans, repayment options, and budgeting techniques.
- Interpreted complex federal regulations governing student aid programs in order to provide accurate advice to clients.
- Advised borrowers of their rights and responsibilities associated with obtaining a student loan.
- Created customized loan management plans tailored to each borrower's individual needs and financial situation.
Sales Training & Development Consultant
The Results Company
10.2015 - 10.2016
- Listen to customer rep calls and graded them.
- Trained new reps on 3 billing systems, and techniques to build the most value on each sale.
- Provided feedback and coaching to employees on their performance after trainings.
- Monitored progress of trainees during their program duration.
- Designed, developed, and maintained e-learning modules for employee learning.
- Prepared lessons, strategies and curriculum in accordance with current training methodologies and theories.
Customer Service Representative
The Results Company
10.2014 - 10.2015
- Up sold Comcast services of television, internet, home phone, and home security.
- Signed up new customers, modified current customers account.
- 50 to 100 calls a day
- Worked on fraud calls and people attempting to use different names with the same social security number to receive services.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Resolved customer complaints promptly and efficiently.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
Customer Service Representative
Amazon
01.2014 - 10.2014
- Collaborated with other departments such as sales, marketing, and finance when needed.
- Provided exceptional customer service by promptly responding to inquiries and resolving customer issues.
- Assisted customers in navigating website portals for product information or orders.
- Conducted outbound calls to existing customers to introduce new products or services.
- Managed incoming emails from customers in a professional manner.
Market Research Analyst
Abt Associates
02.2009 - 01.2013
- Conducted surveys on various topics including electricity use, health care, sports, presidential candidates, and military issues.
- Exhibited excellent problem-solving skills by finding creative solutions to challenging issues.
- Analyzed survey responses and identified key themes that could be used for further exploration.
- Identified trends in research data and developed actionable insights based on results.
- Developed and implemented effective strategies for data collection.
Financial Services Representative
City National Bank
01.2007 - 01.2009
- Familiar with creating financial reports detailing daily transactions for management review.
- Skilled at monitoring compliance with internal controls, regulations, laws, and policies.
- Proficient in identifying suspicious activity within the banking system per established protocols.
- Able to multitask efficiently between multiple tellers' windows during peak times.
- Excellent communication skills to effectively interact with customers and other personnel.
Education
Bachelor of Science in (B.S.) - Sociology
Marshall University
Huntington, WV05.2012
Associate in Liberal Arts - undefined
Marshall community and tech
Huntington, WV12.2008
Skills
- Active listening
- Conflict resolution
- Persuasion
- Objection handling
- Upselling & cross-selling
- Communication skills
- De-escalation techniques
- Training & development
- Coaching & mentoring
- Negotiation
Certification
- Certified Personal Trainer
- First Aid Certification
- CPR Certification
- AED Certification
- Certified Fitness Instructor
- Driver's License
Timeline
Senior Debt Consultant
Americor
06.2024 - 06.2025
Weight Loss Specialist
self employed
04.2021 - 01.2025
Customer Account Resolution Expert/ Collections
Bank of America
04.2019 - 04.2021
Student Debt Management Specialist
Student Loan Forgiveness Center
04.2017 - 04.2019
Sales Training & Development Consultant
The Results Company
10.2015 - 10.2016
Customer Service Representative
The Results Company
10.2014 - 10.2015
Customer Service Representative
Amazon
01.2014 - 10.2014
Market Research Analyst
Abt Associates
02.2009 - 01.2013
Financial Services Representative
City National Bank
01.2007 - 01.2009
Associate in Liberal Arts - undefined
Marshall community and tech
Bachelor of Science in (B.S.) - Sociology
Marshall University
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