Summary
Overview
Work History
Education
Skills
Timeline
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Drew Demick

Indianapolis

Summary

Customer service expert specializing in conflict resolution and escalation management, with proven skills in de-escalating stressful situations and maintaining high customer satisfaction. Strong ability to facilitate communication between clients and technical teams, enhancing operational efficiency and team performance. Experienced in strategic problem-solving and team leadership to drive client satisfaction and retention.

Overview

8
8
years of professional experience

Work History

Escalation Specialist

Mr. Cooper
04.2024 - 11.2024
  • Maintained thorough records of all customer interactions and resolutions
  • Analyzed and identified the root causes of customer complaints, taking corrective action when necessary.
  • Maintained a heavy schedule with follow-ups with customers to ensure any issue or complaint was resolved if unable to resolve on the first call.
  • Provided extensive customer service and empathy to provide resolution to customers
  • Extensive home escrow (taxes and insurance) knowledge to provide resolution to customers with concerns about payment changes.
  • Reviewed case histories regularly in order to identify patterns or trends among escalated cases
  • Conducted training sessions for new employees on escalation process best practices

Customer Service Representative

Mr. Cooper
01.2024 - 11.2024
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
  • Managed and explained escrow effectively to provide clarity and options for customers.
  • Address tax payments and address discrepancies with the county.
  • Verified with third parties (banks, county offices, and insurance companies) to verify payments and/or missing payments.

Customer Service Representative

Harte Hanks
02.2023 - 11.2023
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.

Escalations Manager

Bellhop
05.2022 - 02.2023
  • Coordinated core metrics, participated in weekly meetings, and presented solutions.
  • Coordinated with movers and customers in markets nationwide.
  • Brainstormed solutions for move issues and executed the best solution.
  • Coordinated up to eight move issues and teams at a time in all markets
  • Worked with other companies to fulfill moves if our company was unable to fulfill the move.
  • Handled billing and reimbursements for issues on the move.
  • Responsible for replacing a missing pro or trucks on moves.

Life Insurance Agent

American Income Life
07.2021 - 12.2021
  • Communicated with clients to understand their needs and identify the best policies for each case.
  • Understanding customers' needs to advise products to policyholders and potential new clients to purchase.
  • Developed prospects from current commercial customers, referral leads, or trade meetings.
  • Offering policy guidance and management to promote asset protection.
  • Sold life insurance policies via Zoom and telephone.
  • Assisted other agents with the underwriting process.
  • Present a presentation on the customers' policies and how to provide better coverage.

Private Collector

Navient
11.2019 - 04.2020
  • I remained calm, stayed professional, and provided exceptional service on all calls, even when interacting with angry customers.
  • Processed payments over the phone and set up recurring drafts.
  • Created repayment plans based on account holders' financial status, and repayment abilities.
  • Reached out to customers to pursue payments, remind them of obligations, and discuss default procedures.
  • Investigated and solved problems with payments, account updates, and other concerns.

Delivery Driver

Dominos Pizza Inc.
03.2019 - 03.2020
  • Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
  • Reviewed and verified invoices and purchase requests to confirm accuracy.
  • Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.

Manger

Papa Pepperoni
06.2016 - 08.2018
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified opportunities for cost savings within the order management process through improved efficiencies or vendor negotiations.
  • Generated reports on order status, inventory levels, delivery times, and other metrics related to order management.

Education

High School Diploma -

Whites Jr/Sr High School
05-2017

Skills

  • Multi-communication skills
  • Customer service
  • De-escalate stressful situations
  • Navigate agency structures
  • Using communication tools
  • Presenting presentations
  • Conflict resolution
  • Escalation management
  • Time management
  • Escrow Analysis Specialist
  • Attention to detail
  • Understanding customer needs

Timeline

Escalation Specialist

Mr. Cooper
04.2024 - 11.2024

Customer Service Representative

Mr. Cooper
01.2024 - 11.2024

Customer Service Representative

Harte Hanks
02.2023 - 11.2023

Escalations Manager

Bellhop
05.2022 - 02.2023

Life Insurance Agent

American Income Life
07.2021 - 12.2021

Private Collector

Navient
11.2019 - 04.2020

Delivery Driver

Dominos Pizza Inc.
03.2019 - 03.2020

Manger

Papa Pepperoni
06.2016 - 08.2018

High School Diploma -

Whites Jr/Sr High School

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Drew Demick