Derrell Gray

Background

About Derrell Gray

Identifies and responds to customer’s needs based on defined procedures with a goal of first call resolution Escalates calls to supervisor, escalations team, or other support areas when necessary and appropriate Resolves client concerns by clarifying concerns and researching alternative solutions Achieves individual goals (quality, first call resolution, adherence, customer satisfaction, etc.) and contributes to team goals as outlined by leadership Maintains the highest level of customer service delivery by coaching, developing, training and mentoring team members on all customer interactions Ensures calls, emails and chats are executed in a professional and courteous manner and adheres to SMS standards Demonstrates and maintains accurate documentation in customer service systems Analyzes data and presents trends to leadership Leads by example and fosters a positive work environment Ensures confidentiality of internal and external data Performs ad-hoc projects and other duties as assigned