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Derek Englehart

@derekenglehart

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Dedicated customer service professional with extensive call center experience.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated customer service professional with over 11 years of experience in a call center environment. My journey has been marked by a commitment to maintaining professional relationships and driving business results through exceptional service delivery. I have honed my skills in multitasking and problem-solving, ensuring that I meet and exceed customer expectations consistently.

In my most recent role as a Team Leader at SupportNinja.com, I led a team of up to 25 agents, focusing on optimizing productivity and enhancing performance through coaching and mentorship. I take pride in my ability to manage complex customer concerns with a thoughtful approach, prioritizing customer satisfaction above all. My experience includes handling high-volume inbound calls, resolving product complaints, and contributing to special projects that enhance team efficiency.

With a strong foundation in technical support and customer service across various sectors, including internet and home security, healthcare, and education, I am well-equipped to tackle diverse challenges. I am passionate about fostering customer loyalty and satisfaction, and I continuously seek opportunities to improve processes and deliver outstanding support.

Experience

Work history, roles, and key accomplishments

Team Leader

SupportNinja.com

Aug 2024 - Mar 2025 (7 months)

Led and supervised a team of up to 25 agents, delegating tasks to optimize productivity and workflow. Coached and mentored team members for performance enhancement, managing complex customer concerns with a focus on thoughtful, attentive resolutions.

Leadership Team Management Coaching Performance Monitoring Conflict Resolution Customer Satisfaction Workflow Optimization

Customer Service and Support Specialist

Support.com/SupportNinja.com

May 2014 - Aug 2024 (10 years 3 months)

Managed high-volume inbound and outbound calls, addressing customer inquiries and resolving product or service complaints. Maintained accurate records in CRM, contributed to special projects, and developed comprehensive how-to guides.

CRM Systems Documentation Mentorship Excel VBA Technical Support

Customer Service and Support Specialist

Teletech Holdings Inc

Jan 2014 - Apr 2014 (3 months)

Utilized proprietary technology to securely access resources and applications, supporting customers with various needs. Addressed back-office functions to ensure high-value and cost-efficient solutions.

Customer Support Back Office Operations Problem Solving Resource Management Data Security Remote Work

Tutor

American National University

Sep 2012 - Nov 2013 (1 year 2 months)

Supported students by providing helpful study habits and effective exam strategies. Assisted in academic development and improved student performance.

Exam Strategies Communication Problem Solving Time Management Organizational Skills

Education

Degrees, certifications, and relevant coursework

American National University

Associate of Science, Information Systems Engineering

Completed an Associate of Science degree focusing on Information Systems Engineering. Gained foundational knowledge in system design, development, and management.

CompTIA

Certification, Information Technology

Obtained the CompTIA A+ certification, demonstrating proficiency in computer hardware and software technologies. This certification covered essential IT skills for technical support roles.