Open to opportunities

Derrall Allen

@derrallallen

Message

I am a seasoned customer service professional with 8+ years' client experience.

United States

Message

What I'm looking for

I am seeking a customer-facing role at an established, motivated company where I can apply communication, problem-solving, and technical/media support skills to improve customer experience and retention.

I am a seasoned, customer-forward professional with 8+ years of experience across contact centers, automotive, finance, and digital agency environments. I developed and implemented media-buying strategies that drove an 8% increase in user acquisition, managed and optimized media budgets, and delivered live-chat and technical support to resolve account and payment issues.

I consistently maintained a portfolio of 75 customers, upheld accurate records and compliance, and used CRM and troubleshooting methodologies to improve customer outcomes. I bring strong communication, problem-solving, and collaboration skills and am eager to apply them in a motivated, established organization to drive better customer experiences and measurable results.

Experience

Work history, roles, and key accomplishments

Social Media Data Strategist

Agency Digi

Aug 2021 - Nov 2023 (2 years 3 months)

Developed and implemented media buying strategies that increased user acquisition 8% over six months and optimized media budgets to surpass performance targets. Delivered live-chat account and billing support and improved social engagement through digital partnerships.

Media Buying User Acquisition Live Chat Support Social Media Marketing Performance Optimization

Customer/Technical Service Representative

CarMax

Oct 2018 - Mar 2021 (2 years 5 months)

Managed a portfolio of 75 customers, ensuring payments and vehicle mechanics were current and retaining accurate records of purchases and titles. Coordinated maintenance and repair workflows, explained estimates, and executed strategic automotive purchases using market expertise.

Customer Service Account Management Vehicle Inspection Repair Coordination Communication

Client Support Specialist

Convergys

Jul 2017 - May 2018 (10 months)

Resolved hardware and software technical issues while documenting support interactions and consistently meeting performance metrics. Analyzed customer complaints and service trends to correct systemic issues and handled billing inquiries and payment processing.

Technical Support Troubleshooting Ticketing Customer Communications Billing Support Documentation Issue Analysis Team Collaboration

Financial Advisor

Ally Financial

Apr 2016 - Jan 2017 (9 months)

Assessed client financial situations to establish mutually agreeable payment arrangements and minimize delinquency. Maintained accurate account management and compliance with policies while protecting client confidentiality.

Collections Account Management Risk Mitigation Compliance Confidentiality

Customer Service Representative

ADT

Jun 2013 - Aug 2015 (2 years 2 months)

Managed customer inquiries and resolved service issues, logging and allocating disputes to facilitate timely payment resolutions. Conducted outbound calls to reconcile payments, update account information, and confirm resolution of service issues.

Customer Service Dispute Resolution Outbound Calling Account Updates CRM Communication