Derrick Ross
Phoenix,AZ
Summary
Experienced officer delivering exceptional services to clients across diverse industries. Demonstrated ability to efficiently resolve complex customer issues, consistently surpassing expectations and fostering strong relationships. Proficient in managing high-volume inquiries through phone, email, and live chat while maintaining a positive and professional demeanor.
Overview
2025
2025
years of professional experience
Work History
General Manager
Rent A Wreck
- Oversee the daily operations of our tourism / car rental business
- Responsible for driving business growth, ensuring exceptional customer service, and maintaining efficient operational practices
- Developed and execute sales and marketing strategies to attract new customers and retain existing ones
- Partnered with local businesses, hotels, restaurants, associations, conference centers, and municipalities to promote tourism and car rental in the metropolitan area
- Oversee all aspects of operations including vehicle fleet management, vendor management, customer service, and staff supervision
- Ensured that all rental processes are compliant with company policies and industry regulations
- Developed and implemented efficient operational procedures to maximize productivity and profitability
- Prepared and manage the branch budget, including forecasting and financial reporting
- Full P&L responsibility including managing all accounts payables and receivables
- Analyzed financial performance and implement strategies to improve profitability and reduce costs
- Monitored and manage inventory levels, including vehicle maintenance and acquisition
- Enhanced customer satisfaction by ensuring high standards of service and addressing customer complaints or issues promptly
- Developed and implement customer service training programs for staff
- Built and maintained strong relationships with key clients and corporate accounts
- Recruit, train, and supervise staff, including seasonal sales associates, mechanics, and administrative personnel
- Conducted performance evaluations and provide constructive feedback to ensure team effectiveness and morale
- Scheduled and manage staff shifts to ensure optimal coverage and service levels
- Oversee the maintenance, repair, and cleanliness of the vehicle fleet
- Performed light maintenance on vehicles (change oil, tire, cleaning, etc.)
- Managed relationships with vendors and service providers for vehicle maintenance and repairs
- Ensured that the fleet meets safety and quality standards
- Ensured compliance with local, state, and federal regulations
- Managed risk by implementing safety protocols and ensuring proper insurance coverage for the fleet
- Conducted regular audits to ensure adherence to company policies and procedures
Technical Product Support Specialist/Assistant
W. W. Grainger
01.2018 - 12.2024
- Achieved a 95% customer service rating, consistently exceeding company targets
- Developed and implemented a new onboarding program for new customer service representatives, resulting in a 15% increase in first-call resolution rate
- Communicated with external customers such as end-users, maintenance technicians and contractors and internal customers including parts and sourcing specialists, sales, and store team members
- Provided excellent technical product support by telephone while using multiple computer programs and applications at the same time to identify a solution and to document the conversation, including navigate websites, conduct web searches, or conduct product searches using Grainger online catalog
- Followed established processes and published schedule when customer need is greatest to help ensure we can support our customers and exceed customer expectations
- Used industry-related experience, formal vendor training and on-the-job learning opportunities to achieve and maintain a high level of technical expertise on the products Grainger sells
- Captured and forwarded feedback product teams about products based on interaction with customers and field team members
Customer Service Representative
Hertz Gold
01.2011 - 01.2015
- Provided a high level of customer service by assisting both internal and external customers, primarily face-to-face, supporting their branch and rental needs
- Gained knowledge through local training and hands-on experience to provide administrative support and service customers
- Provided a high level of customer service by assisting customers and assessing their rental needs in person
- Met and greet customers in a friendly and timely manner
- Provided directions and general assistance
- Assisted to assess condition of rental upon return
- Processed returns, check-ins and exit kiosk transactions
- Understood and communicated rental terms and conditions, vehicle features and other services
- May sell optional protection products, upgrades, fuel options and other additional equipment
- Responsible for notifying Management of any known vehicle problems and any required vehicle maintenance
- Clean vehicle interior and exterior by hand or by operating washing equipment when needed
- Performed miscellaneous and backup duties job-related duties as assigned
Automotive Technician/Mechanic
Green light Motors
01.2009 - 02.2011
- Performed diagnostic tests and troubleshooting on various vehicle systems, including engine, transmission, electrical, and suspension
- Conducted regular maintenance services such as oil changes, tire rotations, and brake inspections to ensure optimal performance and safety
- Utilized computerized diagnostic equipment to identify complex issues and provide accurate repair solutions
- Contributed to a positive team environment by collaborating with colleagues on challenging repair projects or sharing knowledge/expertise
- Stayed updated on the latest automotive technology advancements through ongoing training programs and workshops
- Completed repairs within specified timeframes while maintaining high-quality workmanship
- Performed pre-purchase inspections for used vehicles to assess their condition accurately
- Diagnosed complex electrical problems using wiring diagrams, schematics, multimeters, oscilloscopes
- Used specialized tools like scan tools or lab scopes for advanced diagnostics
- Repaired or replaced faulty components in accordance with manufacturer specifications and industry standards
Education
Diploma -
12.2011
Skills
- Patience
- Listening
- Interpersonal
- Empathy
- Microsoft Office
- Problem-Solving
- Sourcing
- Oil Change
- Automotive Repair
- Vehicle Maintenance
- Training & Development
- Automotive Technician
- Crm
- Order management software
- Windows
- Sap
- Salesforce
Personal Information
Authorized To Work: Yes
Timeline
Technical Product Support Specialist/Assistant
W. W. Grainger
01.2018 - 12.2024
Customer Service Representative
Hertz Gold
01.2011 - 01.2015
Automotive Technician/Mechanic
Green light Motors
01.2009 - 02.2011
General Manager
Rent A Wreck
Diploma -
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