Derek Nash
192 Lawndale Avenue, Winnipeg,MB
Summary
Highly experienced customer service and management professional with over 23 years of expertise in optimizing team performance and enhancing customer experiences. Proven track record in managing large teams and successfully resolving complex customer issues. Adept at navigating multiple systems and driving operational efficiencies. Seeking to leverage my extensive experience to contribute to organizational success in a dynamic environment.
Overview
24
24
years of professional experience
Work History
Customer Experience Representative
Assistance Services Group - Honda Canada
2022.07 - 2024.04
- Handled an average of 100+ inbound customer service calls daily, consistently exceeding customer satisfaction metrics
- Improved issue resolution time by 20% through effective process optimization and multi-system navigation
- Successfully managed customer complaints and escalations, reducing resolution time by 30%.
Respite Worker
New Directions
2020.03 - 2022.02
- Provided compassionate care and companionship for individuals and families during challenging times, ensuring their well-being
- Administered bedside care, including assistance with ambulation, personal hygiene, and medication dispensing
- Developed strong relationships with clients, enhancing their quality of life and satisfaction with care services.
Technical Support Representative
Shaw Cable
2018.02 - 2020.02
- Delivered expert technical support for internet, cable, digital phone, and computer issues, achieving a first-call resolution rate of 85%
- Trained and mentored new team members, leading to a 25% improvement in team performance
- Assisted in the development of troubleshooting guides, reducing average call handling time by 15%.
Customer Care Agent - Physical Damage Claims
Manitoba Public Insurance
2015.05 - 2018.01
- Opened and managed physical damage claims, accurately determining liability and scheduling adjuster appointments
- Provided clear and detailed answers to customer inquiries, improving overall customer satisfaction with the claims process.
Call Centre Supervisor
Ticketmaster Canada
2010.01 - 2015.04
- Supervised a team of customer service representatives, maintaining high levels of service across all venues and events
- Successfully conveyed Ticketmaster policies, tactfully resolving customer complaints and maintaining a professional demeanor
- Increased team productivity by 20% through targeted coaching and process improvements.
Associate Store Manager
American Eagle Outfitters
2007.11 - 2010.01
- Managed store operations, overseeing a team of 70+ employees to achieve sales targets and maintain operational efficiency
- Improved employee retention by 15% through effective staffing, training, and development programs
- Led merchandising efforts, contributing to a 20% increase in store revenue.
Restaurant Manager
McDonald's Restaurants of Canada Ltd.
2000.01 - 2007.11
- Directed restaurant operations, managing a team of 80-100 employees to deliver exceptional service and achieve business goals
- Conducted performance reviews, providing constructive feedback and fostering a culture of continuous improvement
- Implemented staffing strategies that reduced turnover by 20%, contributing to a more stable and efficient workforce.
Education
High School Diploma -
06.2003
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution
- Technical Troubleshooting
- Team Leadership and Training
- Multitasking and Efficiency
- Customer Satisfaction Enhancement
- Escalation Management
- Process Improvement
- Call center experience
Languages
English
Native or Bilingual
References
Available upon request.
Timeline
Customer Experience Representative - Assistance Services Group - Honda Canada
2022.07 - 2024.04
Respite Worker - New Directions
2020.03 - 2022.02
Technical Support Representative - Shaw Cable
2018.02 - 2020.02
Customer Care Agent - Physical Damage Claims - Manitoba Public Insurance
2015.05 - 2018.01
Call Centre Supervisor - Ticketmaster Canada
2010.01 - 2015.04
Associate Store Manager - American Eagle Outfitters
2007.11 - 2010.01
Restaurant Manager - McDonald's Restaurants of Canada Ltd.
2000.01 - 2007.11
Westwood Collegiate - High School Diploma,
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