Derrick Gatrel Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

Leading a newly formed team dedicated to enhancing the VIP customer experience by delivering personalized, high-touch support. Through targeted training and process improvements, my team ensures we consistently meet the unique needs of high-value clients, driving exceptional service outcomes.• Lead and mentor a team specializing in VIP accounts, ensuring top-tier personalized service for high-stakes clients.• Analyze performance metrics to optimize service delivery and maintain a high standard of support for VIP customers.• Implement targeted training programs to enhance the team's ability to handle complex transactions and escalations.• Collaborate cross-functionally to streamline processes, improving customer satisfaction and the overall VIP experience.

Marietta, Georgia, United States

As the President of CarOfficial Auto Sales, I successfully established and scaled the business, driving significant growth and fostering strong vendor relationships. My leadership has been instrumental in developing and managing key areas such as marketing, customer experience (CX), and operational excellence (OX), resulting in notable achievements and community support partnerships.• Revenue Growth: Spearheaded strategic initiatives to enhance brand awareness, growing revenues to nearly half a million dollars within the first year.• Quality Assurance: Developed and streamlined a quality assurance process to assess vehicle quality, manage repairs, and optimize inventory value.• Customer Experience: Designed and implemented an Interactive Voice Response (IVR) system to monitor and improve customer interactions across calls, emails, and text messages, ensuring superior service and identifying opportunities for CX enhancement.

Atlanta, Georgia, United States

Led 50+ direct and indirect employees who performed various cross-functional operations, including billing, payments, transactions, and industrial customer care for all market segments.• Successfully led the implementation of a new $24MM CIS (Oracle’s Customer Cloud Service) project, along with co-designing the system functionality for billing, payments, transactions, order processing, and end-user system configuration. • Successfully scaled operational capabilities in back-office operations to support revenue growth from $150MM to over $2BB in 2022. Achieved this by accurately forecasting staffing needs and strategically implementing process improvements, including automation of manual processes and streamlining workflow management. • Strategically collaborated with multiple departments across the organization to implement various projects to automate work while decreasing operational costs and averaging an ROI of less than 1.5 years on 98% of projects.

Greater Atlanta Area

Led the design and implementation of strategic operations initiatives that streamlined sales processes, improved sales team efficiency, and drove revenue growth.• Establishment of account policies, goals, and objectives to structure the operations for contract management and billing, increasing billing accuracy to 99.5% within six months.• Spearheaded the strategy and project to support new market segmentations within the CIS, which allowed operations to support the expansion from GA only into FL, SC, NC, OH, FL, AL, TN, VA, and TX.

Greater Atlanta Area

Conceptualized and executed innovative employee initiatives that transformed our customer service landscape. My creation of the Online Customer Care Team (OCCT) laid the groundwork for a robust digital support system.• Pioneered the Online Customer Care Team (OCCT), establishing the foundation of systems, people, processes, and training.• Developed performance dashboards to report CSAT, NPS, AHT, QA, etc. • Revolutionized customer service responsiveness by implementing cutting-edge strategies that exceeded industry standards, reducing email response times to under two hours and ensuring continuous chat coverage.

Marietta, Georgia

• Led and transformed a customer care team handling electric and natural gas calls, propelling them to become the top-performing team by implementing effective reporting and coaching strategies. Achieved significant reduction in hold times from an average of ~2 minutes to ~30 seconds.• Collaborated closely with the IT department to develop VBA coding for a scheduling tool, ensuring optimal call center coverage for all clients. Proactively identified gaps in client coverage and played a key role in increasing service level agreements from 50% to 100%.• Spearheaded the development of performance dashboards, revolutionizing the way agents and leaders track and monitor key metrics. By providing enhanced visibility, successfully decreased call handle times from an average of ~8 minutes to ~4 minutes, resulting in improved efficiency and customer satisfaction.

Kennesaw, Georgia

Oversaw comprehensive operations encompassing human resources, accounting, and all aspects of daily management• Strategically developed and implemented an annual budget, effectively reducing total costs by 15% within the first year.• Directed the performance management cycle, monthly profit and loss (P&L) analysis, and annual budgeting processes, resulting in a notable increase in revenues by approximately 30% and profits by approximately 15%. Additionally, successfully implemented retention initiatives leading to reduced annual costs by 15%.

Bachelor Of Science - Bs, Business

Activities and Societies: - Delta Mu Delta - National Society of Collegiate Scholars

Certificate, Human Resources Management/Personnel Administration, General