Derek Chaplin Email & Phone Number

Carlsbad, California, United States

Greater San Diego Area

Provide inspired leadership for the organization.Make important policy, planning, and strategy decisions.Develop, implement and review operational policies and procedures.Help promote a company culture that encourages top performance and high morale.Oversee budgeting, reporting, planning, and auditing.Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.Work with Owner to determine values and mission, and plan for short and long-term goals.Identify and address problems and opportunities for the company.Build clientele and partnerships with other organizations.Support worker communication with the management team.Oversee and execute installation and service of solutions and products. Manage all service applications, from software to installation of product. Ensure all technicians are following company standards, procedures, and expectations.

Greater San Diego Area

Responsible for leading a team of 12-15 employees by providing necessary coaching and leadership for the team to deliver best in class service while achieving sales goalsCommunicate the status of key performance indicators, goals and objectives to the team on a consistent basisMaintain a presence in the contact center by touching base with every employee on a daily basisProvide direct reports, assigning work/tasks appropriately and assuring progress toward goals/objectives. Identify and address training opportunities for the agents by evaluating talent across team of responsibilitySupport training curriculum and assist in the interviewing, selection and training of new agentsProvide solutions to customers and agents by resolving and researching escalated issuesConduct quality coaching and performance management meetingsComplete monthly score cards and review of monthly profess for key performance indicatorsReport regularly to manager regarding trends/changes that affect Chat departmentManage staffing schedule and make necessary adjustments to handle chat/eBay volume Maintain attendance logs

Greater San Diego Area

Responsible for leading a team of 12-15 employees by providing necessary coaching and leadership for the team to deliver best in class service while achieving sales goalsCommunicate the status of key performance indicators, goals and objectives to the team on a consistent basisMaintain a presence in the contact center by touching base with every employee on a daily basisProvide direct reports, assigning work/tasks appropriately and assuring progress toward goals/objectives. Identify and address training opportunities for the agents by evaluating talent across team of responsibilitySupport training curriculum and assist in the interviewing, selection and training of new agentsProvide solutions to customers and agents by resolving and researching escalated issuesConduct quality coaching and performance management meetingsComplete monthly score cards and review of monthly profess for key performance indicatorsReport regularly to manager regarding trends/changes that affect Chat departmentManage staffing schedule and make necessary adjustments to handle chat/eBay volume Maintain attendance logs

Greater San Diego Area

Proficiency in MS Office and BoldChat software. Communicate with both customers and interoffice personnel. Maintain great service while working in a fast paced environment. Type above 90WPM for more than 9 hours a day. Work closely with management and product development. Perform to the standards of multiple KPI's in a competitive sales environment. Generate $1,100 per hour via chat sales correlating to over $2 million dollars in revenue per fiscal year.Develop sales strategies and chat development within BoldChat software

San Diego, Ca

-Worked directly with CEO to acquire bids with local municipals and various government entities. -Procured and submitted bids to attain contracts for long term business. -Communicated with business owners and government officials to establish business relationships. -Managed 2 to help complete necessary tasks for basic sales. -Documented statistics and reported analytics directly to owner. -Implement Oracle CRM for small business. -Train 10-15 employees of deployed and customized CRM.-Develop business strategies to target larger areas of potential business.

-Mainly a Customer Service role, I was able to develop communication skills through experience while also maintaining a broad interpretation of accounting and finance. -Communicated via phone to customers to relay Title IV fund guidelines. -Worked with KPI's to ensure maximum performance with Best In Class service.-Complete 40-50 outbound calls a day.-Document communication with both customer and office personnel.

A technical position, I was able to assist customers as well having knowledge of the technical aspects of any product and the ability to repair or advise on what to do.

Education record

Bachelor'S Degree, Information Technology