Derrick James
Bowmanville
Summary
Dynamic Customer Experience Manager with a proven track record at DLD World of Technology, excelling in customer-centric strategies and data analysis. Enhanced team performance through collaborative coaching, resulting in increased customer loyalty. Skilled in effective objection resolution and call management, driving revenue growth while maintaining high satisfaction levels.
Overview
17
17
years of professional experience
Work History
Customer Experience Manager
DLD World of Technology
04.2016 - 03.2025
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
Customer Service Executive
National Bank of Abu Dhabi
10.2011 - 12.2016
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
Banking Consultant
Cupola Teleservices, CTS
06.2009 - 10.2011
- Extended and sustained relationships with customers to maintain and grow business.
- Worked with customers to procure updated financial information on continuous basis.
- Acquired collateral documents to be utilized as security on loans in accordance with banking policies.
- Communicated lending decisions to customers.
- Nurtured relationships with external partners such as regulators, auditors, and vendors for smoother operations within the institution.
- Planned, developed and pursued [Type] programs within banking structure to attract new business.
- Streamlined loan approval processes for faster turnaround times and increased customer satisfaction.
- Spearheaded digital transformation projects aimed at improving user experience through seamless integration of technology into core banking services.
- Managed high-value accounts, ensuring optimal returns on investments while minimizing associated risks.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Telesales Representative
TRG Customer Solutions
06.2008 - 03.2009
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Increased sales by effectively identifying customer needs and presenting tailored solutions.
- Overcame objections using friendly, persuasive strategies.
- Strengthened brand reputation by delivering exceptional service during each interaction with clients.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Boosted conversion rates through skillful negotiation tactics and overcoming objections from potential customers.
Education
BBA - Business Administration And Management
DJ Science Govt. College
Karachi, Pakistan 03-2000
Skills
- Collaborative teamwork across functions
- Customer feedback analysis
- Customer-centric approach
- Data analysis expertise
- Results-driven
- Call management
- Effective objection resolution
- Effective call management
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
French
Limited Working
Punjabi
Limited Working
Urdu
Native or Bilingual
Timeline
Customer Experience Manager
DLD World of Technology
04.2016 - 03.2025
Customer Service Executive
National Bank of Abu Dhabi
10.2011 - 12.2016
Banking Consultant
Cupola Teleservices, CTS
06.2009 - 10.2011
Telesales Representative
TRG Customer Solutions
06.2008 - 03.2009
BBA - Business Administration And Management
DJ Science Govt. College
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