Frederick Derrick
Liberty Mutual
Huntsville,AL
5
years of professional experience
Customer Service and Insurance Professional with experience supporting commercial insurance operations, underwriting partners, agents, brokers, and policyholders. Demonstrated ability to resolve complex inquiries, provide first-contact resolution, manage high-volume workloads, and deliver exceptional customer experiences. Recognized with Liberty Mutual's Rising Star Quarterly Impact Award in 2025 as an Insurance Assistant and again in 2026 as a Customer Service Representative. Selected as a 2026 Buddy for new hybrid representatives, providing peer support, guidance, and knowledge sharing to help new team members succeed. Skilled in relationship management, problem solving, process improvement, and cross-functional collaboration.
Work History
Customer Service Representative
1 Year 4 Months- Manage incoming small commercial insurance request and submissions, utilizing internal systems to ensure timely routing and resolution.
- Explain audit outcomes and premium impacts to policyholders, agents, and stakeholders while maintaining a high level of customer satisfaction.
- Support Small Commercial insurance operations by processing audits, policy changes, and account servicing request while meeting established service level standards
- Upholds customer care standards by achieving individual goals such as work quality, phone and email handle time, adherence and reliability
Insurance Assistant
1 Year 2 Months- Managed relationships with external partners such as brokers and agents, fostering strong collaborations that benefited both parties.
- Balanced multiple tasks and deadlines while maintaining a strong focus on client satisfaction, demonstrating excellent time management skills.
- Upheld our customer care standards by achieving individual goals such as work quality, phone and email handle time, adherence and reliability
- Interacted with other Small Commercial departments, including Underwriting, billing, and processing, to resolve customer request
SR DIGITAL TECH REP
11 Months- Enhanced user experience for online customers through effective troubleshooting and problem-solving techniques.
- Developed rapport with clients by promptly responding to their needs, resulting in increased customer retention.
- Handled escalated customer complaints effectively, working towards satisfactory resolutions while upholding company policies.
Technical Support Representative
1 Year 1 Month- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Representative
4 Months- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information..
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Skills
Adaptability and flexibility
Technical proficiency
Excellent communication
De-Escalation Techniques
Detailed oriented
Process improvement
Empathy
Achievements
- 2026 Customer Service Representative Q1 Rising Star Quarterly Award winner
- 2025 Insurance Assistant Q1 Rising Star Quarterly Award Winner
- 2026 Pride Mentorship Mentee
Timeline
Customer Service Representative
Liberty Mutual
06.2025 - CurrentRead More
Insurance Assistant
Liberty Mutual
04.2024 - 06.2025Read More
SR DIGITAL TECH REP
Verizon
03.2023 - 02.2024Read More
Technical Support Representative
Verizon
02.2022 - 03.2023Read More
Customer Service Representative
Verizon
10.2021 - 02.2022Read More