Drew Demick
Frisco,Texas
Summary
Results-driven customer service professional with a strong background, specializing in conflict resolution and escalation management. Demonstrates exceptional skills in de-escalating stressful situations while maintaining meticulous attention to detail. Expertise in analyzing customer needs and implementing tailored solutions has led to consistently high satisfaction and retention rates. Seeking to leverage these competencies to enhance customer experience in a dynamic environment.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Harte Hanks
Remote, TX
02.2023 - 11.2024
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Escalation Specialist
Mr. Cooper
Frisco, Texas
04.2024 - 11.2024
- Maintained thorough records of all customer interactions and resolutions
- Analyzed and identified root causes of customer complaints, taking corrective action when necessary
- Maintained a heavy schedule with follow ups with customers to insure any issue or complaint was resolved if unable to resolve with first call
- Provided extensive customer service and empathy to provide resolution to customers
- Extensive home escrow (taxes & Insurance) knowledge to provide resolution to customers with concerns of payment changes
- Reviewed case histories regularly in order to identify patterns or trends among escalated cases
- Conducted training sessions for new employees on escalation process best practices
Customer Service Representative
Mr. Cooper
Frisco, Texas
01.2024 - 11.2024
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Managed and explained Escrow effectively to provide clarity and options for customers
- Address tax payments and addresses discrepancies with county
- Verified with third parties (banks, county offices, and insurance companies) to verify payments and or missing payments
Escalations Manager
Bellhop
, US
05.2022 - 02.2023
- Coordinated core metrics, participated in weekly meetings, and presented solutions.
- Coordinated with movers and customers in markets nationwide.
- Brainstormed solutions for move issues and executed the best solution.
- Coordinated up to eight move issues and teams at a time in all markets
- Worked with other companies to fulfill moves if our company was unable to fulfill the move.
- Handled billing and reimbursements for issues on the move.
- Responsible for replacing a missing pro or trucks on mooves
Life Insurance Agent
American Income Life
Dallas, Tx
07.2021 - 12.2021
- Communicated with clients to understand their needs and identify the best policies for each case.
- Understanding customers' needs to advise products to policyholders and potential new clients to purchase.
- Developed prospects from current commercial customers, referral leads, or trade meetings.
- Offering policy guidance and management to promote asset protection.
- Sold life insurance policies via Zoom and telephone.
- Assisted other agents with the underwriting process.
- Present a presentation on the customers' policies and how to provide better coverage.
Private Collector
Navient
Muncie, IN
11.2019 - 04.2020
- I remained calm, stayed professional, and provided exceptional service on all calls, even when interacting with angry customers.
- Processed payments over the phone and set up recurring drafts.
- Created repayment plans based on account holders' financial status, and repayment abilities.
- Reached out to customers to pursue payments, remind them of obligations, and discuss default procedures.
- Investigated and solved problems with payments, account updates, and other concerns.
Delivery Driver
Dominos Pizza Inc.
Muncie, IN
03.2019 - 03.2020
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
- Reviewed and verified invoices and purchase requests to confirm accuracy.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
Manger
Papa Pepperoni
Middletown, IN
06.2016 - 08.2018
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Utilized various software and tools to streamline processes and optimize performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified opportunities for cost savings within the order management process through improved efficiencies or vendor negotiations.
- Generated reports on order status, inventory levels, delivery times, and other metrics related to order management.
Education
HIGH SCHOOL DIPLOMA -
Whites Jr/Sr high school
Skills
- Multi-communication skills
- Customer service
- De-escalate stressful situations
- Navigate agency structures
- Using communication tools
- Presenting presentations
- Conflict resolution
- Escalation management
- Time management
- Attention to detail
- Understanding customer needs
Timeline
Escalation Specialist
Mr. Cooper
04.2024 - 11.2024
Customer Service Representative
Mr. Cooper
01.2024 - 11.2024
Customer Service Representative
Harte Hanks
02.2023 - 11.2024
Escalations Manager
Bellhop
05.2022 - 02.2023
Life Insurance Agent
American Income Life
07.2021 - 12.2021
Private Collector
Navient
11.2019 - 04.2020
Delivery Driver
Dominos Pizza Inc.
03.2019 - 03.2020
Manger
Papa Pepperoni
06.2016 - 08.2018
HIGH SCHOOL DIPLOMA -
Whites Jr/Sr high school
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