Derrick Dyer
Customer Care Team Lead US at GotPhoto.com | fotograf.de- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Six Sigma Green Belt
-
Experience
-
GotPhoto.com | fotograf.de
-
Germany
-
Internet Publishing
-
100 - 200 Employee
-
Customer Care Team Lead US
-
Feb 2023 - Present
Our mission is to digitalize the people photography industry. GotPhoto.com | fotograf.de is dedicated to making photographers’ lives easier and more efficient. We provide an end-to-end workflow and e-commerce solution enabling photographers to digitalize key parts of their workflow - from photo management to payment and order fulfilment, combined with a user-friendly platform. Enabling them to spend more time behind the lens and following their passion! At the heart of our success is a talented team that helps photographers all around the world achieve their goals. At GotPhoto.com | fotograf.de we create an environment and ecosystem, where everyone can strive. Your growth and satisfaction are important to us! Our team is distributed across 5 countries, and are united by a strong sense of belonging. We have been on the market for over a decade, are market leader in our area, and are continuing to grow and develop! Become a part of our success story and join our ambitious international team! We would love to get to know you. Show less
-
-
-
Mindbender Entertainment
-
Rochester, New York Area, New York City
-
Vice President
-
Jan 2010 - Present
MindBender Entertainment is a film production/Media company based out of New York City that focuses on producing and developing television and film properties for all audiences. Founded in June of 2010 we are at the forefront of the independent film industry. Our energetic producers have a combination of experience and ambition that is only found within truly driven individuals. As a growing entertainmaent company with film, television projects along with a upcoming comics divisions we are dedicated to owning, producing and delivering content to mainstream audiences with a targeted focus on the powerful fandom demographic. Through complete or joint ownership, MindBender is building a library of marquee media properties and is quickly establishing itself as a trusted brand which consistently delivers high-quality, commercial entertainment. Show less
-
-
-
Sentry Group
-
Manufacturing
-
1 - 100 Employee
-
Manager for Consumer Affairs
-
Aug 2011 - Aug 2016
Managerial responsibilities include monitoring phone queue through ACD system and making decisions on departmental needs for coverage. Ensure employee adherence to schedules, quality standards, proper procedures and correcting errors. Train, instruct and monitor CSR's in job duties, company policies, products, troubleshooting techniques and delivering quality customer service; provide weekly feedback to the trainer and manager on employee/department training needs. Organize, plan and prioritize work of CSR's through establishment of goals and objectives. Evaluate and monitor rep performance through reports, customer feedback and observation; execute team building strategy; implement corporate and departmental policies, procedures and service standards in conjuction with management Lead staff meetings for each business segment; Retail, Technical Support, Off-line teams Continued development of employee recognition and incentive plans based on department standards. Work with Customer Service trainer/Supervisor, cross functional groups & Core Teams to improve processes/procuedures to better service external and internal customers. Acts as a liaison for all necessary personnel including call center, marketing, legal, risk management, quality control, research and development, or any departments as needed to solve day-to-day problems and to collect information to aid in decision making and design of consumer data collection system. Recruit, interview and select CSR's; maintain staffing schedule, vacation schedule and employee attendance records. Final line of escalation for customer issues not able to be resolved by the reps; provide trouble shooting support to CSR's. Processing refunds and credits. Excellent written and verbal communication skills, problem solving, judgement and decision making capability. Show less
-
-
-
Concentrix
-
United States
-
IT Services and IT Consulting
-
700 & Above Employee
-
ASOS Head Supervisor
-
Jun 2011 - May 2014
• First line manager responsible for the day-to-day operations of a team of 19 consultants. • Developed consultants by using tactical coaching/feedback and providing ongoing training. • Monitored team performance by way of goal planning, process adherence, daily reviews, and assessment of performance indicators. • Point manager for client interaction on billing, development of advisors and client reporting systems. • Successfully implemented social media training and development of customer satisfaction in the Australia & US market. • Managed systems and processes to meet program productivity and quality goals. • Supported consultants by providing floor assistance in recovery and fraud detection, and approving refunds and waivers. • Assisted in recruitment and hiring of new consultants with Human Resources. • Partner with HR on disciplinary issues with consultants including and leading up to termination recommendations. • First line manager responsible for the day-to-day operations of a team of 15 consultants. • Developed consultants by using tactical coaching/feedback and providing ongoing training. • Monitored team performance by way of goal planning, process adherence, daily reviews, and assessment of performance indicators. • Point manager for client interaction on billing, development of advisors and client reporting systems. • Successfully implemented social media training and development of customer satisfaction in the Australia & US market. • Managed systems and processes to meet program productivity and quality goals. • Supported consultants by providing floor assistance in recovery and fraud detection, and approving refunds and waivers. • Assisted in recruitment and hiring of new consultants with Human Resources. • Partner with HR on disciplinary issues with consultants including and leading up to termination recommendations. • Managed 3 other supervisors• Excellent skills with Oracle and Web based systems. Show less
-
-
Account Manager/Tele-Prospecting Representative
-
Apr 2009 - Jun 2011
Entering as an Account Manager for the Office Depot program, dedication to offering clients quality services and consistently exceeding monthly goals led to several recognitions as Employee of the Month and a promotion as a Tele-Prospecting Representative for Computer Associates Technologies. Play a strong role in and frequently assist Human Resources with recruiting, interviewing and hiring processes of potential candidates. Assist new hires with strengthening presentation, software and database management, and sales skills. Handle outbound calls to IT professionals and generate qualifying leads for a Concentrix internal sales representative. With comprehensive product training and use of probing techniques, uncover client need and present strong resolutions. Gather detailed data and leverage a large database of targeted Business-to-Business prospects. Provide excellent customer service. Show less
-
-
Education
-
2015 - 2016
Purdue University - Krannert School of Management
Six Sigma Green Belt, Six Sigma Green Belt -
2003 - 2007
State University of New York at Buffalo
Bachelor's Degree, Communication, General -
2000 - 2003
Hudson Valley Community College
Associate's Degree, Liberal Arts and Sciences/Liberal Studies
Community
