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Derek C. personal email
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Operations executive leader with extensive experience in entrepreneurial environments. I thrive on helping organizations unlock their potential in leadership development, and delivering an exceptional customer experience through the entire customer journey!Leading the Frontpoint Security Operations team. Founded in 2007 with a mission to create a better home security experience, Frontpoint empowers customers to simply and easily install a home security system customized to their needs, backed by best-in-class customer service and professional monitoring. It was the first home security company to offer a 100% wireless and cellular home alarm system and continues to be a top-rated home security company. Frontpoint has customers in all 50 states and Canada. Visit Frontpoint at: www.FrontpointSecurity.com
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Chief Operating OfficerFrontpoint Nov 2021 - PresentMclean, Va, UsDriving the company's operating capabilities to surpass customer satisfaction and retention, and company goals. Introducing tactical initiatives to improve the customer experience, enhance the digital customer experience, develop ongoing customer engagement and success campaigns, and scale operational costs. Setting the example as senior leader for company culture and improving the employee experience. -
Vice President Of Customer Experience And Technical OperationsGeotab Jun 2013 - Nov 2021Oakville, On, CaOverseeing Geotab's global support teams, including customer and reseller support, digital customer experience, customer implementation and success, and support operations. - Developed and managed an industry leading Customer Experience team; demonstrated by the consistent achievement of over 90% customer satisfaction and internal quality and compliance of over 90%- Sustained and surpassed monthly productivity service levels set at levels above industry best practices - Developed digital customer experience initiatives for knowledge sharing and contact deflection -
Director Of Customer ExperienceStrategic Telecom Solutions Jun 2013 - Oct 2015Las Vegas, Nv, UsResponsible for the overall company operations, including Technical Support, IT, fulfillment, order processing, and project management within the mobility and technology field- Weekly creation of project plans and scopes of work to highlight new technology rollouts for Fortune 100 companies and generate additional revenue-Developed monthly department reviews to highlight key performance indicators, including quality, service level, and project implementation phases-Performed monthly performance and coaching sessions to support the operations team and further develop project managers -
Operations ManagerTelus International Dec 2012 - May 2013Vancouver, British Columbia, CaLed the operations for over 200 Live Chat team members for the Netflix campaign. - Developed forecasting models to ensure a sustainable ratio of team members to team leader- Business development - Leading presentations to help increase company growth and attain new clientele for the TELUS International outsourcing business.- Provided weekly coaching and development for a group of 11 team leaders.- Developed weekly business meeting reviews for the Netflix client; adapting their feedback to create a partnership and value add for the organization -
Customer Loyalty Manager Of OperationsZappos Family Of Companies Jan 2007 - Nov 2012Las Vegas, Nevada, UsProvided leadership and oversight of the Zappos.com customer experience. Including managing day to day operations of rapidly expanding 650 agent call center. -Set the example for company culture and develop team members through internal progression, coaching, and continuous feedback-Oversaw and developed several functional teams within the contact center such as the departmental training team, email team, live chat team, live chat team, order verification team, and the workforce management team. - Prepared monthly, quarterly, and yearly dashboards for company directors dictating sales progress, absenteeism, service level metrics, company projections, headcount forecasting, and departmental efficiency improvements- Created monthly, quarterly, and yearly forecasts that were used to create team member schedules across multiple contact channels, including email, live chat, phones, and social media, for a call center environment with over 650 team members.- Designed and created a series of learning tools to enhance quality and efficiency among the Customer Loyalty Team; including tools for leaders to use in coaching and feedback and team member training materials for enhancing the customer experience -
Customer Service LeaderEbgames.Com (Now Gamestop.Com) Aug 2004 - May 2006Grapevine, Texas, Us- Provided weekly training and mentor sessions for a team of 20 individual representatives- Analyzed pricing patterns week over week to provide suggested adjustments to trade in values and overall sales pricing- Provided customer follow up on behalf of the CEO for the Escalation Station across all three contact channels: email, live chat, and phones.
Derek C. Skills
Derek C. Education Details
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University Of Nevada-Las VegasApplied Psychology -
University Of Nevada-Las VegasIndustrial And Organizational Psychology
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Silverado High SchoolHonors And Ap
Frequently Asked Questions about Derek C.
What company does Derek C. work for?
Derek C. works for Frontpoint
What is Derek C.'s role at the current company?
Derek C.'s current role is Chief Operating Officer.
What is Derek C.'s email address?
Derek C.'s email address is de****@****tab.com
What is Derek C.'s direct phone number?
Derek C.'s direct phone number is +170234*****
What schools did Derek C. attend?
Derek C. attended University Of Nevada-Las Vegas, University Of Nevada-Las Vegas, Silverado High School.
What are some of Derek C.'s interests?
Derek C. has interest in Science And Technology, Children, Environment, Health.
What skills is Derek C. known for?
Derek C. has skills like Training, Call Centers, Customer Service, Leadership, Customer Experience, Management, Coaching, Customer Satisfaction, Team Leadership, Forecasting, Customer Retention, Workforce Management.
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