DERRICK WALLACE JR
Glen Burnie,MD
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings over ten years of valuable expertise to forward company objectives. Attentive to detail with experience in customer service, coordinating services, and quality assurance improvements.
Overview
8
8
years of professional experience
1
1
Certificate
Work History
Customer Service Coordinator - Warranty
Lennar Homes
11.2022 - Current
- Manages project completion of quality home repairs within standards set by Company and industry specifications
- Improved customer satisfaction by addressing and resolving field service issues promptly and effectively.
- Evaluates homeowner request to determine responsibility.
- Monitor business partners work for completion and satisfaction of repairs throughout project.
- Performs Demonstrations, Celebrations and 30 day post close homeowner walks
- Enhance customer satisfaction by addressing and resolving complaints in a timely manner.
- Streamline communication channels for increased efficiency and better customer service experience.
Service Representative
ABW
07.2022 - Current
- Provided support to Service Technicians by answering calls and email requests in a timely manner.
- Assisted with Project Managers and Builder Development Team.
- Documented, tracked, and monitored problems to ensure a timely resolution and appropriate follow-up with clients.
- Scheduled and routed Service Technicians based on their designated territories.
- Researched and understoof warranty policies.
- Resolved technical problems, detect patterns of issues, and communicate via the defined escalation path regarding persistent issues.
Account Manager - Part Time
Tunnel Vision LLC
07.2017 - 07.2022
- Developing long-term relationships with portfolio of customers
- Sell, attend face to face meetings, cold call, prepare and present presentations, negotiate, attend events and travel as required
- Manage existing accounts and develop new accounts to increase sales
- Create sales strategy and marketing plans to build customer base
- Assist in performing billing, adjustments, reconciliation, balancing, research and customer service related activities supporting company's business operations
- Draft professional business memos, letters and marketing copy to support business objectives and growth
- Monitor work calendars and schedule appointments, meetings and travel
Technical Support Representative (Temp)
Nayax
04.2022 - 07.2022
- Provided phone and web support for a variety of clients, troubleshooted application issues, and provided Pre and Post-Sales Support for Inside Sales Team.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Closing Specialist
NVR, INC.
12.2021 - 05.2022
- Opened, prepared, and handled customer cases through the whole settlement process.
- Prepared deeds and leases, closing statements and purchase agreements.
- Reviewed and validate details of loan applications and closing documentation.
- Confirmed accurate fundings, lien payoffs and final mortgage recordings by collaborating with real estate agents, loan officers and attorneys.
- Managed final steps of closing process to mitigate risk and errors, achieving 10-15 timely and efficient closings per month.
Closing Assistant
D.R. Horton
08.2021 - 12.2021
- Audited variety of critical financial documents for completeness and accuracy, noting and resolving deficiencies and errors.
- Maintained checklists of required documentation and open issues affecting closings.
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
- Ordered title commitments and distributed to all parties.
- Ordered and updated payoff/assumption statements as requested.
- Prepared receipts for all funds received from Customers and/or lenders ordered wire transfers and provide wiring instruction.
Customer Account Support (Temp)
Matheson Tri Gas
12.2018 - 05.2019
- Assisted customer over the phone and on the computer, with the processing of orders, assisting with quotes, collection on accounts and in processing accounts payable.
- Followed up on leads, and assist in development of industrial, commercial and residential customer sales.
- Merchandising, stocking, maintaining inventory levels and pricing responsibility and will assist with special sales and promotions.
- Provided excellent customer service in a fast paced environment.
- Assisted outside sales personnel on an ongoing basis, which may include sales calls, quotes and providing other information.
Customer Account Support (Seasonal)
Under Armour
03.2017 - 08.2017
- Connected with the Ecommerce Under Armour customer across several channels of communication: phone, chat, email, and social media.
- Worked with both SAP operating system and Right Now Technologies (RNT) to research and resolve customer returns, exchanges, gift card and carrier claim requests.
- Logged activities in tracking system to maintain accurate, timely records.
- Added value for customers by building relationships and trust through customer interactions.
- Identified and communicate trends and improvements which could help drive our business.
- Assisted with a variety of inquiries related to customer orders, product information, and company policies.
- Processed all global direct customer exchanges and work with Customer Service team to ensure timely processing.
Client Service Specialist
Sandy Spring Bank
02.2016 - 05.2017
- Point of contact for digital services users including PC, web, mobile, and telephone banking products. Maintained knowledge on setup and use of these products.
- Provided Online Banking login and password support, as well instructions on how to navigate the system.
- Troubleshooted connectivity problems as well as service problems and escalates unusual situations to appropriate team member.
- Provided client support for card inquiries that require specific research in separate systems. Troubleshoots service problems and refers unusual situations to appropriate team member or supervisor.
- Identified unauthorized card activity and initiates affidavits.
- Helped customers prepare documents required to complete transactions and process requests.
Education
Associates - Business Administration And Management
Montgomery College
Rockville, MD05.2025
High School Diploma -
Annapolis Senior High School
Annapolis, MD06.2004
Skills
- Microsoft Office Suite
- SAP
- DocuSign
- Salesforce
- Strategic Planning
- Project Management
- Logistics Management
- Complaint resolution
- Quality Assurance
- Schedule Coordination
Timeline
Customer Service Coordinator - Warranty
Lennar Homes
11.2022 - Current
Service Representative
ABW
07.2022 - Current
Technical Support Representative (Temp)
Nayax
04.2022 - 07.2022
Closing Specialist
NVR, INC.
12.2021 - 05.2022
Closing Assistant
D.R. Horton
08.2021 - 12.2021
Customer Account Support (Temp)
Matheson Tri Gas
12.2018 - 05.2019
Account Manager - Part Time
Tunnel Vision LLC
07.2017 - 07.2022
Customer Account Support (Seasonal)
Under Armour
03.2017 - 08.2017
Client Service Specialist
Sandy Spring Bank
02.2016 - 05.2017
Associates - Business Administration And Management
Montgomery College
High School Diploma -
Annapolis Senior High School
Construction Management Trainee (Lennar)
- Completion June 2023
Project Management (GoogleCert)
- In progress (est. completion Dec 2024)
Certification
Construction Management Trainee (Lennar)
- Completion June 2023
Project Management (GoogleCert)
- In progress (est. completion Dec 2024)
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