Derek Mitchell Email & Phone Number

Boston, Ma, Us

Boston, Massachusetts, United States

• Supervise and monitor Contact Center employees including direct reports that include a Team Lead of Operations, Enrollment Contact Representatives, and Administrative Assistant• Proactively monitor Automated Call Distributor (ACD) system to address service level and call quality concerns• Coach team on performance through call monitoring, regular feedback sessions, encouraging professional development activities, and performance reviews• Ensure team has up to date access to all necessary systems• Handle escalated operational issues and conduct follow up when required• Expedite sensitive operational issues effectively while maintaining excellent customer relations• Work cooperatively with Student Accounts team as their main liaison to assess protocols, processes, systems and workflows• Act as technology point person for EMCC team. Assist team with troubleshooting for both software and hardware• In coordination with Administrative Assistant, catalog and track all technology equipment• Assist all team members with telephone system (Five9) including creating new licensing, managing passwords, troubleshooting and training• Perform auto dialer campaigns for large outreach projects• Conduct candidate search and interview process for new hires• Train all EMCC staff (new hire and current employees) on Student Accounts areas as well as telephone operation and new systems.

Dedham, Ma

• Main Team Lead for queries and troubleshooting for College of Professional Studies• Disseminate updated operational information for College of Professional Studies processes • Provide excellent customer service by assisting Northeastern students and families with inquiries on various Northeastern department lines• Assist representatives with account questions and issues• Take escalated phone calls for representatives to satisfy customer service needs• Analyze and log call volume metric reports, i.e. Daily Call Volume Report• Monitor agent and call queue availability for incoming phone calls• Score incoming and outbound calls, as well as incoming chats, for quality purposes• Provide feedback to agents on call score quality• Train and supervise College of Professional Studies and Main University Line temporary employees• Run auto-dialer callout campaigns• Five9 project team member• Assist with technological issues on EMCC computers and phones by troubleshooting and submitting maintenance tickets with ITS• Liaison to Sprigg Human Resources committee

• Provide excellent customer service by assisting Northeastern students and families with inquiries on various Northeastern department lines• Review requirements and deadlines with prospective students and families in order to ensure successful navigation of the admissions process• Register prospective students and families for campus information sessions and tours• Advise and assist all student populations with student billing inquiries including payment deadlines, account information, payment options, and University policies• Act as liaison to financial aid counselors by assisting with general financial aid information and connecting students with correct counselors for advanced inquiries• Review requirements and deadlines with College of Professional Studies students in order to ensure successful navigation of admissions process• Connect College of Professional Studies students with Learner Services team for assistance with course registration and advising• Participate in call-out campaigns designed to engage with students and disseminate important information in regards to admissions, student accounts, and financial aid• Ensure that inbound callers are assisted by correct departments when calling on main line• Assist student accounts office at high volume times by working at front desk in Boston• Assist in the training of new Enrollment Contact Representatives

• Facilitated the development and maintenance of 35 online and in person faculty training courses• Collaborated with Curriculum Consultant on course development and maintenance of projects• Assisted with faculty communication strategies, plans, and implementation• Frequently assisted with assessing, analyzing, and reporting faculty participation in trainings, courses, and curriculum consulting• Ensured operational timelines and processes were adhered to, met, and documented• Aided with faculty event programming, set-up, and breakdown• Assisted with maintenance and updates to the faculty website• Enrolled new faculty in appropriate training and learning courses• Managed Training & Learning email address

Miami/Fort Lauderdale Area

• Provided excellent client service by assisting over 100 students and faculty members per semester in managing program expectations and requirements• Managed departmental email address• Processed over 100 new student registrations per semester• Managed program’s “Job Bank” and distributed employment opportunities to participating students in order to increase gainful employment • Completed student enrollment verification documentation upon request• Assisted in recruitment tabling events to increase program awareness and registration• Created and managed databases to ensure accurate contact information was cataloged for future marketing and advertising purposes• Handled mass email communications for program events and courses• Created digital content on departmental website to increase traffic and enhance program awareness• Posted on department’s Facebook page to engage with current and past students about upcoming events and deadlines

Miami, Fl

I served as the "first impression" for the Dean's Office. I greeted guests and addressed their questions or concerns. I also assisted in daily activities in the office including copying, scanning and distributing materials related to the University.

Kingston, Massachusetts

I was responsible for preserving the fast paced and high quality service provided to customers that patronized our establishment. Part of that responsibility was getting customers fresh concession items in timely fashion. On top of that important task, I was responsible for maintaining the safety of the theaters, hallways, and bathrooms, as well as selling event tickets and theater merchandise. I also assisted in the training of new staff members in various floor positions.