Derek Walker
Tifton
Summary
Results-driven professional with experience in technical support and customer service. Skilled in streamlining processes and developing training materials, fostering a culture of learning that enhances team performance and operational efficiency.
Overview
9
9
years of professional experience
Work History
Technical Assistance Center Agent
Clearwave Fiber
Tifton, GA
07.2025 - Current
- Facilitated customer inquiries, providing timely and accurate information on services and solutions.
- Assisted in resolving technical issues, improving customer satisfaction through effective problem-solving.
- Collaborated with cross-functional teams to streamline service delivery processes and enhance operational efficiency.
- Developed training materials for new agents, fostering a culture of learning and continuous improvement.
- Mentored junior agents, promoting professional development and knowledge sharing within the team.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Increased customer satisfaction with personalized follow-up strategies.
Technician
Clearwave Fiber
Valdosta, GA
05.2022 - 07.2025
- Conducted routine maintenance on fiber optic equipment to ensure optimal performance.
- Troubleshot network issues, identifying root causes and implementing effective solutions.
- Collaborated with team members to enhance installation processes and improve service delivery.
- Mentored junior technicians, providing guidance on technical skills and best practices.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Improved customer satisfaction, swiftly addressing and resolving technical inquiries and issues.
Field Technician
CUI
Tifton, GA
09.2017 - 01.2022
- Conducted troubleshooting and repairs on various equipment to ensure optimal performance.
- Implemented preventive maintenance schedules, reducing downtime and enhancing operational efficiency.
- Collaborated with cross-functional teams to address technical issues and improve service delivery.
- Trained new technicians on safety protocols and equipment handling procedures to promote compliance.
- Utilized diagnostic tools and software to identify system malfunctions and recommend solutions.
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Kept detailed records of field measurements and data.
- Minimized potential hazards through adherence to safety guidelines during all field assignments.
- Collaborated with other field technicians to resolve complex technical issues.
- Assisted in training new hires on company protocol, increasing overall productivity within the department.
- Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed.
- Delivered high-quality work by diligently following standard operating procedures.
- Communicated with customers to provide updates, gather information and resolve issues.
Education
High School Diploma -
Tift County High School
Tifton, GASkills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Relationship building
- Goal-oriented mindset
- Clear communication
- Customer complaint resolution
- Customer needs determination
- Ensuring customer satisfaction
- Critical thinking
- Flexible schedule
- Conflict resolution
- Technical support
- Internet savvy
Accomplishments
- Achieved fewer avoidable truck rolls through effectively helping with TAC reviews of all IR tickets daily.
Timeline
Technical Assistance Center Agent
Clearwave Fiber
07.2025 - Current
Technician
Clearwave Fiber
05.2022 - 07.2025
Field Technician
CUI
09.2017 - 01.2022
High School Diploma -
Tift County High School