Derrick L. Email & Phone Number

Be in charge of running and managing the call center dailyUnderstand all organization’s products, services, procedures and guidelines and communicate same to all team membersMonitor calls to ensure that due procedures and quality standards are strictly adhered toFacilitate and organize training session for all agentsConduct regular review of all call center agents performance and organize training sessions for under performersSubmit regular reports to management and seek new ideas and strategies to improve performance at the centerEnsure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all timesEnsure a safe and harmonious working environment for all other team members and delegate duties to all team members.Answering phones from customers professionally and responding to customer inquiries and complaints. Researching required information using available resources. Handling and resolving customer complaints regarding product sales to customer service problems. Processing forms, orders, and applications requested by the customers. Identifying, escalating priority issues and reporting to the high-level management. Routing inbound calls to the appropriate resources. Following up complicated customer calls where required. Completing call notes and call reports as necessary and updating them in the CRM. Obtaining and evaluating all relevant data to handle complaints and inquiries. Recording details of comments, inquiries, complaints, and actions taken. Managing administration, communicating and coordinating with internal departments. Other duties as assigned.

Open memberships and complete onboarding processRecognize and act upon opportunities to grow the member relationshipAssist members with technical questions and be able to clearly explain processesManages account and financial dataProcesses consumer loan applications

Greet and escort visitors, staff, and vendorsManage incoming/outgoing packages and food deliveriesMaintained a neat front desk, reception areaNotifying host of guest arrivalReceive incoming mail and distributionMaintain various logs in support of the facilities and office services departmentAssist with miscellaneous clerical/administrative assignments