Derrick Prempeh
Bolingbrook
Summary
Customer service leader with over 10 years in team management and client relations. Focused on driving operational excellence and resolving complex issues. Proven success in project implementation and cross-functional collaboration to enhance client satisfaction.
Overview
22
22
years of professional experience
Work History
Client Service Consultant
MetLife
02.2022 - Current
- Act as primary liaison for large group insurance clients, ensuring seamless communication between clients and internal teams.
- Lead product implementation projects, coordinate delivery timelines, and ensure accurate data input.
- Analyze client reports to identify trends and provide actionable solutions, strengthening client satisfaction and retention.
Customer Service Representative
Commonwealth Edison
01.2021 - 09.2021
- Delivered responsive support for billing, service requests, and account troubleshooting.
- Provided solutions to service issues impacting multiple municipalities, ensuring reliability and customer satisfaction.
Quality Assurance Lead
AT&T
09.2009 - 03.2018
- Supervised 6 customer support teams within a 200-representative call center, ensuring adherence to schedules and workflow efficiency.
- Implemented operational strategies to meet performance metrics, boosting service quality and team productivity.
- Partnered with management to translate organizational goals into actionable team objectives.
Customer Service Representative
AT&T
03.2004 - 09.2009
- Resolved complex product and service issues, identifying root causes and delivering effective solutions.
- Processed financial adjustments to enhance customer trust and foster retention.
- Managed customer accounts, ensuring accurate documentation and integrity.
Education
Master of Science - Management & Organizational Behavior
Benedictine University
Lisle, IL03-2018
Bachelor of Science - Applied Technology
Illinois State University
Normal, IL05-2005
Skills
- Customer Relationship Management
- Client onboarding
- Project management
- Cross-functional teamwork
- Technical support
- Warranty Process Support
- Operational optimization
- Team leadership
Timeline
Client Service Consultant
MetLife
02.2022 - Current
Customer Service Representative
Commonwealth Edison
01.2021 - 09.2021
Quality Assurance Lead
AT&T
09.2009 - 03.2018
Customer Service Representative
AT&T
03.2004 - 09.2009
Master of Science - Management & Organizational Behavior
Benedictine University
Bachelor of Science - Applied Technology
Illinois State University