Derek Carder

Derek Carder has over 17 years of work experience in customer experience and operations. In 2021, they began working as the Chief Operating Officer at Frontpoint, where they are responsible for driving the company's operating capabilities to surpass customer satisfaction and retention, and company goals. Prior to this, they were the Vice President of Customer Experience and Technical Operations at Geotab from 2013-2021, and the Director and Vice President of Customer Experience at Strategic Telecom Solutions from 2013-2021. From 2012-2013, they were the Operations Manager at TELUS International, where they led the operations for over 200 Live Chat team members for the Netflix campaign, developed forecasting models to ensure a sustainable ratio of team members to team leader, and provided weekly coaching and development for a group of 11 team leaders. From 2007-2012, they were the Customer Loyalty Manager of Operations at Zappos Family of Companies, where they provided leadership and oversight of the Zappos.com customer experience, including managing day to day operations of a rapidly expanding 650 agent call center. Derek began their career in 2004 as the Customer Service Leader at EBGames.com (Now Gamestop.com).

Derek Carder completed their Bachelor's degree in Applied Psychology from the University of Nevada-Las Vegas in 2008. Prior to that, they graduated with Honors and a 4.7 GPA from Silverado High School in 2003. In 2018, they obtained their KCS v6 Practices Certification from The KCS Academy - the Only Authorized Certifying Body for KCS.