Summary
Overview
Work History
Education
Skills
Timeline
Generic

Derrick Alexander

Billings

Summary

Experienced with customer service and administrative tasks. Utilizes communication and problem-solving skills to address inquiries effectively. Track record of maintaining positive client relationships and ensuring customer satisfaction.

Knowledgeable contact representative with solid foundation in customer interaction and problem resolution. Adept at managing high-volume inquiries while ensuring customer satisfaction. Demonstrated ability in conflict resolution and effective communication.

Overview

21
21
years of professional experience

Work History

Contact Representative

Bureau of Land Management
07.2023 - Current
  • Managed high volume of daily inbound calls while delivering exceptional customer service under pressure.
  • Adapted communication style to align with client preferences, ensuring clear understanding.
  • Proactively resolved customer issues efficiently to enhance overall satisfaction.
  • Conducted thorough research to provide informed solutions to complex inquiries.
  • Collaborated with departments to offer comprehensive support throughout customer journey.
  • Maintained detailed records of interactions for accurate follow-up and documentation.
  • Streamlined data entry processes, reducing time and minimizing errors.
  • Participated in professional development to keep skills current and relevant.
  • Ensured compliance with regulatory standards by staying current on industry guidelines and applying them to daily tasks.
  • Enhanced communication between departments through timely updates on providers'' status, ensuring smooth transitions during onboarding.
  • Managed a high volume of primary source verifications while maintaining attention to detail and accuracy throughout the process.
  • Maintained strict confidentiality when handling sensitive information pertaining to providers'' credentials and personal history.
  • Reduced errors in data entry by maintaining accurate records of provider information in the credentialing database.
  • Participated in regular departmental meetings to discuss process improvements and address areas for potential growth.
  • Assisted in developing policies and procedures related to the credentialing process, ensuring consistency across all staff members involved.
  • Provided exceptional customer service by promptly addressing visitor inquiries while maintaining a secure environment.
  • Managed high volumes of incoming calls and emails, ensuring timely responses and accurate information dissemination.
  • Streamlined office processes by implementing efficient administrative procedures, resulting in increased productivity.
  • Maintained a well-organized filing system for easy access to important documents, improving overall efficiency.
  • Consistently recognized for maintaining a professional demeanor and providing exceptional support to both colleagues and clients.
  • Handled confidential information with discretion, maintaining trust among colleagues and clients alike.
  • Monitored deadlines closely and submitted required documentation punctually.
  • Collaborated with cross-functional teams to complete projects on time and within scope, meeting organizational objectives.
  • Provided exceptional customer service by addressing inquiries promptly and professionally, nurturing positive client relationships.
  • Enhanced team collaboration by coordinating schedules and organizing meetings for optimal communication and task completion.
  • Created organized systems for ordering office supplies regularly, reducing downtime due to lack of necessary materials.
  • Assisted executives with various day-to-day tasks such as calendar management and correspondence handling.
  • Prepared detailed reports and presentations for management review, facilitating informed decision-making processes.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained inventory of office supplies and placed orders.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Volunteered to help with special projects of varying degrees of complexity.

Sales Manager

Rimrock Subaru Mgr. Desiree Blackburn 866-979-1644
02.2023 - 07.2023
  • Resolved customer relations issues to enhance client satisfaction and expedite resolutions.
  • Increased sales revenue through development and execution of effective sales strategies.
  • Established enduring client relationships via exceptional service and consistent follow-ups.
  • Directed a high-performing sales team with motivational coaching and performance incentives.
  • Conducted regular sales meetings to assess progress, share best practices, and set achievable targets.
  • Consistently achieved or surpassed quarterly sales targets through persistent deal closing efforts.
  • Addressed client objections by providing tailored solutions that met unique needs.
  • Delivered ongoing training and mentorship for junior sales staff, promoting professional growth.
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Sales Consultant

Denny Menholt Chevrolet Jason Sides 406-896-3000
02.2017 - 03.2023
  • Advised clients on product selections based on unique needs, ensuring optimal satisfaction at purchase.
  • Utilized consultative sales techniques to assess customer requirements and recommend suitable products.
  • Nurtured relationships with clients by consistently exceeding service expectations.
  • Boosted customer satisfaction through personalized consultations and tailored product recommendations.
  • Fielded customer complaints, facilitating negotiations to resolve issues effectively.
  • Trained new employees on customer service protocols and organizational strategies.
  • Identified business opportunities through cold calling and networking efforts to expand clientele.
  • Collaborated with management to provide feedback and recommend changes based on emerging trends.

Manager

Golden Corral - Closed
12.2012 - 02.2017
  • Motivated employees to enhance productivity and engagement in work.
  • Achieved multiple tasks within established timeframes, ensuring timely project completion.
  • Maintained organized, professional environment for employees and patrons.
  • Resolved disputes promptly, enhancing customer satisfaction through effective communication.
  • Facilitated conflict resolution among staff by actively listening and finding common ground.
  • Monitored daily activities to maximize performance, providing mentorship to team members.
  • Cross-trained employees to improve team agility and overall performance.
  • Controlled costs to operate within budget while increasing profitability.

Manager

Gamstop
09.2006 - 08.2012
  • Motivated and managed employees to enhance productivity and engagement.
  • Accomplished multiple tasks within established deadlines.
  • Maintained an organized, professional, and safe environment for employees and patrons.
  • Resolved disputes promptly, ensuring high-quality service delivery and customer satisfaction.
  • Actively listened to staff member concerns to resolve conflicts effectively.
  • Monitored daily activities and mentored team members to maximize performance.
  • Cross-trained employees to increase team agility and effectiveness.
  • Implemented a rewards program to boost employee morale and reduce turnover.

Security Forces

United States Air Force
11.2003 - 12.2005
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Directed team and individual tactical drills, training and anti-terrorism tasks.
  • Improved overall preparedness by participating in emergency response drills, refining procedures based on lessons learned from each exercise.
  • Served as a liaison between the Security Forces team and other military units during joint operations, facilitating effective communication and coordination.
  • Collaborated with interdisciplinary teams to develop comprehensive security plans for high-risk events and VIP visits.
  • Performed risk assessments for various situations, devising tailored action plans to mitigate potential hazards effectively.
  • Demonstrated flexibility and adaptability during rapidly evolving situations, adjusting strategies as needed to ensure mission success without compromising safety standards.
  • Remained calm and alert especially during emergency situations to maintain order and confidence in authority.
  • Identified and reported suspicious activity to prevent security incidents.
  • Utilized advanced communications technology to plan and execute missions.
  • Trained new security personnel, sharing expertise to uplift overall capability of security forces.
  • Conducted detailed risk assessments for base events, ensuring all safety measures were in place.
  • Led team in conducting vehicle inspections at entry points, preventing introduction of contraband.
  • Conducted comprehensive background checks for base access, ensuring safe environment for all personnel.
  • Enhanced base security by conducting regular patrols and identifying vulnerabilities in perimeter defenses.
  • Maintained detailed logs of all security incidents, providing valuable data for future threat assessments.
  • Responded to security alarms and investigated disturbances, swiftly resolving any issues encountered.
  • Coordinated with local law enforcement to manage incidents, maintaining peace and order on base.
  • Assisted in development of base-wide security awareness program, promoting culture of vigilance.
  • Implemented strict access control measures, significantly reducing risk of security breaches.
  • Managed security databases, keeping records up to date and ensuring quick access to critical information.
  • Reviewed and updated security policies, aligning them with latest military standards and practices.
  • Monitored surveillance equipment to detect unauthorized entry, contributing to safety of classified areas.

Education

Bachelor of Science - Counseling Psychology

MSUB
Billings, MT
08-2026

Skills

  • Goal orientation
  • Empathy and patience
  • Data entry proficiency
  • Assertiveness
  • Social perceptiveness
  • Cross-cultural sensitivity
  • Customer service excellence
  • Problem-solving ability
  • Interpersonal skills
  • Issue resolution
  • Customer communication
  • Verbal and written communication
  • Inbound call handling
  • Cash management
  • Question answering
  • Data entry expertise
  • Product knowledge
  • Technical troubleshooting
  • Customer relationship management
  • Quality control processes
  • Documentation and reporting skills
  • Training experience
  • Complaint resolution strategies
  • Quality assurance practices
  • Calm demeanor
  • Rapport building techniques
  • Sales expertise and closing
  • Product upselling strategies
  • Account management updates
  • Report preparation skills
  • Database research proficiency
  • Prospecting techniques
  • Delivery tracking systems
  • Brand representation

Timeline

Contact Representative

Bureau of Land Management
07.2023 - Current

Sales Manager

Rimrock Subaru Mgr. Desiree Blackburn 866-979-1644
02.2023 - 07.2023

Sales Consultant

Denny Menholt Chevrolet Jason Sides 406-896-3000
02.2017 - 03.2023

Manager

Golden Corral - Closed
12.2012 - 02.2017

Manager

Gamstop
09.2006 - 08.2012

Security Forces

United States Air Force
11.2003 - 12.2005

Bachelor of Science - Counseling Psychology

MSUB

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Derrick Alexander