Hello, my name is Davonna Lee, and I'm 20 years old and I love working because it helps me stay independent and gives me a chance to experience different fields. I am very eager to apply my skills to new jobs to extend my growth and be a part of a growing work community. I' am a Flexible Customer service representative with a year and a half of experience and a lot of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing cases, and arranging service. Well-versed in providing helpful answers and relevant information to retain clients also dealing with customer escalations.
FIRST CALL DEPARTMENT
-sends a signal to in-network (USPN) service providers, indicating that there is a customer, in their area, in need of assistance.
- negotiating prices with providers- searching for provider within a 20-30 mile radius-notating down with the people you spoke with, what price was negotiated and what equipment they used
-also keeping the customer updated with correct ETA time and the companies information and making sure to keep the customer calm if a driver has decided to wait and can no longer assist
UCONNECT/TECH DEPARTMENT-U-Connect is a communication HUB of sorts. This department helps a great deal with communications between departments, providers, customers, partners, and Urgently's upper management.
-The department is in the direction of being an FC resolution department (calling SP, dealers, customers, etc. in order to handle the job.
-this essentially provides a helpful and clear path of communication.- Sending/confirming additional funds Taking Inbound calls from Customers/SP's and Partners regarding payments and updates on job statuses-Utilizing Console to check all information available on Service Provider's account (notes, restrictions, networks, drivers, vehicles, address for Tow Storage Tow, escalations, updates to Regional Manager, inquiries for Secondary and Payments departments)
-Reaching out to Regional Managers about providers who are going beyond their rates and causing problems and not wanting to use the dispatch portal-reaching out to partners such as MBUSA, BMW, ROLLS ROYCE, JAGUAR LAND ROVER, VOLVO, SONSIO ,UBER PREMIUM,ENTERPRISE,NATIONAL, SAFECO INSURANCE, AMERICAN FAMILY INSURANCE, ELEPHANT INSURANCE,
-Also rebooting the tech app, helping providers update their account information
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