derrick-john piper customer service manager resume
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DERRICK-JOHN PIPER
832-338-5030 ▪ [email protected]
CUSTOMER SERVICE MANAGER
Belief in superior customer service. Organized, combined with multi-tasking ability. Managing projects of account creation or
change. Conducting Weekly “one on one” meetings with
team members for goal vision and execution. Weekly review of team performance to create a
corrective action plan. Leadership, coaching and mentoring. Ability to motivate and train others. Advance proficiency in MS Excel, PowerPoint,
& Word.
Training/Re-Training internal company personnel until achievement of 80% accuracy.
Twenty years experience of evaluating problems & identifying solutions.
Creating Standard Operating Procedures. Editing Camtasia screen capture video. Communicating under the assumption: message
sent does not equal message received. Handling customer escalations and all customer
relations issues. Writing reports and business correspondence. Managing customer service teams, processes,
and polices.
PROFESSIONAL EXPERIENCE
PICS Auditing, LLC, Houston, TX May 2010-May2015Internationally renowned prequalification system for various industries: Chemical, Construction, Energy, Food & Beverage, Oil & Gas, Mining, Manufacturing, Pulp & Paper & Pharmaceutical.
Client Success Manager Jan. 2015-May 2015
Generated & Analyzed weekly reports to track the progress of client contractor base for statistical & client internal compliance needs.
Performed account reviews to evaluate adjustments for client satisfaction. Traveled 2 times a month for client in person trainings. Conducted 2-3 Cisco WebEx™ trainings weekly. Collaborated with Client Success Management Director to conduct a needs assessment for each client within
the first 45-days of account implementation. Mastered: strategic Thinking, Attention to Detail & Active Listening skills. Managed 5-10 client accounts with about 300 users.
Customer Service Supervisor Jan. 2012-Jan. 2015
Managed a team of 10-20 CSRs Developed Standard Operating Procedure for Customer Service Department. Conducted Weekly “one on one” meetings with team members for goal vision and execution. Call reviews and coaching for better quality of customer satisfaction. Coordinated with internal teams to ensure product standards were met on all levels. Researched OSHA & MSHA citation information. Implemented a weekly reporting system for corporate wide CSR team. Composed End-Year team performance Reviews.
Derrick-John Piper ▪ 832-338-5030 ▪ [email protected]
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IT Liaison Dec. 2013-May 2015
Assisted office staff of 30-40 people with all technical issues. Managed Houston IT Network. Installed operating and security systems.
Canadian Team Lead Aug. 2010- Jan. 2012
Trained New Representatives on Canadian OH&S statistics and WCB documentation. Formalized verification techniques of all Canadian accounts to achieve 96% account accuracy in a 2 business
day Service Level Agreement.
Customer Service Representative May 2010-Aug. 2010
Managed 1,500 contractor accounts. Verified the safety history of contractors for oil refineries & chemical plants. Ensured contractor accounts provided consistent information. Completed 75-100 phone calls daily regarding contractor documentation for audits of OSHA, MSHA &
training.
EDUCATION & TRAINING
University of Houston Downtown Major: Bachelor of Arts
Minor: English
Dale Carnegie Step into Leadership Program 2012Kerr Hill Supervisor Training Program 2012Conducting Safety Audits 2013Skill Path Business Technical Writing & Proof Reading 2013Skill Path Project Management 2013Skill Path Communicating Like a Professional 2014
Derrick-John Piper ▪ 832-338-5030 ▪ [email protected]
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