Derek Green
Cleveland Heights,OH
Summary
Recent data science graduate and experienced customer support and account management professional. Proven track record of successfully managing relationships with clients and analyzing account metrics to improve performance and workflow. Adept at product training for clients and internal team members.
Overview
16
16
years of professional experience
Work History
Affiliate Marketing Contractor
The Super Affiliate Network
2018.12 - Current
- Run effective affiliate marketing advertising campaigns for educational products that leverage various models on the platform.
- Write engaging marketing, advertising, and website copy to exceed average closure rate by 2%.
- Track key metrics and develop spreadsheet and data visualizations to improve forecasting.
Enterprise Account Manager
Docupace Technologies
2013.09 - 2018.11
- Managed 15 key accounts on the Support and Relationship side, ranging from small to very large Broker Dealers including John Hancock Financial Network and Lincoln Investment Planning.
- Served as the primary day-to-day contact and facilitated communication and meetings with other departments as necessary.
- Upsold product opportunities and passed leads on to the Sales Team.
- Performed training sessions to educate clients on existing features and updates.
- Conducted product training for other team members and assisted with escalated tickets.
Application Support Specialist
Docupace Technologies
2013.04 - 2013.09
- Answered on average 50+ incoming support calls per day and effectively helped with troubleshooting.
- Helped clients install third party software (e.g., Java, Adobe, etc.).
- Created internal and external documentation to help reduce the amount of time spent troubleshooting issues.
Technical Support/Dispatcher
Advanced Therapeutics
2012.12 - 2013.03
- Processed intake tickets for patients that needed durable medical equipment.
- Worked closely with upper management in establishing best practices for improving the intake and dispatch process.
- Tracked drivers using GPS software.
- Served as the direct supervisor for the delivery drivers.
Regional Support Representative
Zonar Systems
2008.05 - 2012.02
- Provided technical support to clients in my assigned territory via helpdesk, handling 20+ cases per day and a client base of 100+, including notable clients like Walt Disney World, Frito-Lay, Airgas, First Student, and Nabisco.
- Processed Return Material Authorizations for defective equipment.
- Provided on-site and web training to numerous clients across the continental United States and Canada.
- Worked with the Sales Team to manage accounts and performed Pilot Sales presentations as assigned.
- Trained junior support representatives on product knowledge and assisted with their client training sessions.
Education
Bachelor of Science - Data Science
University of Maryland - Global Campus
Adelphi, MD12.2023
Skills
- KPI and Metric Analysis
- Product Training
- System Improvement
- Employee Training
- Sales and Marketing
- Order Processing
- Jira
- Python
- SQL
- Power BI
- Tableau
- Salesforce
Timeline
Affiliate Marketing Contractor
The Super Affiliate Network
2018.12 - Current
Enterprise Account Manager
Docupace Technologies
2013.09 - 2018.11
Application Support Specialist
Docupace Technologies
2013.04 - 2013.09
Technical Support/Dispatcher
Advanced Therapeutics
2012.12 - 2013.03
Regional Support Representative
Zonar Systems
2008.05 - 2012.02
Bachelor of Science - Data Science
University of Maryland - Global Campus
Accomplishments
- Successfully supported and maintained the largest number of accounts on my respective teams with two different organizations.
- Conducted the first onsite training session for the entire company on the Z-Pass hardware (student tracking) at Zionsville Community Schools in Indiana.
- Collaborated with the Engineering team to create the initial troubleshooting guide on using Java with the app used for uploading files. This helped to reduce troubleshooting time by almost 50%.
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