I can communicate complex policies in a context that the public and my peers can understand while using
a pleasant voice. When communicating verbally or in writing, I leave the public with a sense of
satisfaction and accomplishment. My on the job training has equipped me with the knowledge, skills and
ability to assist the public and my peers with the correct way to complete all documents needed, to
safeguard and ensure that the correct correspondence goes to the right person, at all times.
I am highly experienced in supervisory/customer service, whether in person or via telephone. I have
effective communication skills verbally and written, with both customers and colleagues. I am extremely
efficient with multi-tasking and able to maintain a well-organized work place. I am able to assist in a
quick and dynamic way whenever I am assigned a task. I have the knowledgeable experience in the area
of leadership, while being a quick and willing learner.
Anytown, MI, 06/2018 - Current
- Ensure that drivers are dispatched to various hospitals, nursing homes, and other private entities.
- Responds to emergency or non-emergency calls for help or information.
- Duties also include but are not limited to monitoring routes, updating call logs, and recording call information.
- Resolve customer complaints via phone and email.
- Use telephones to reach out to customers and verify account information.
- Greet customers warmly and ascertain problem or reason for calling.
- Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued.
- Answer and make calls to customers to learn about and address their needs, complaints, or other issues they may have.
Anchorage, AK, 01/2008 - 12/2017
- Ensure that dispatch personnel are effectively performing linked function between the operators and customers by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Senior Management.
- Provide subordinate coaching and assistance when required.
- Communicate with Management as needed to maximize efficiencies and resolve issues.
- Has the authority to make the recommendation to hire and fire and to implement discipline and direct work of Dispatch employees.
- Interviews applicants; Handles employee grievances and complaints.
- Monitor specific charts and daily graphs to ensure that all service calls are being managed and completed in a timely manner.
- Monitor real time call flow, inbound dispatcher availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.
- Fill in as a Dispatcher when required ;Recommend promotions.
- Ensure overall compliance with various office policies such as: uniforms, use of electronic devices, phone compliance, meal breaks and attendance.
- Manages and coordinates technical workforce job completion.
- Customer complaint resolution obtain daily service disruptions in Excel Workbook.
- Oversee improvement in customer satisfaction and dispatch satisfaction.
- Maintain a professional demeanor and appearance.
City, STATE, 05/2005 - 05/2008
- Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the After Selling, Returns, Cash lanes, Home Delivery, Handout and Car Loader Area.
- Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.
- Ensures co-workers are recognized for exemplary service to customers (HUTI, etc.).
- Assists in the development of solutions for customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision.
- Monitors SAMS Precision and follows up, working to resolve customer issues as quickly and efficiently as possible.
- Secures accurate money handling (voids, price overrides, etc.) and oversees money handling security routines.
- Secures correct level of systems access related to payment as well as IKEA's return policy and process.
- Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions.
- Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements.
- Ensures co-workers' competence on system knowledge (SAMS, ISELL, IPOS, COGNOS, etc.) and keeps the work areas efficiently equipped and effectively covered at all times during opening hours.
- Conveys the IKEA values and nurtures a strong IKEA culture that inspires and empowers co-workers to extraordinary achievements.
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resume Strength
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Resume Overview
School Attended
- Baltimore City Community College
- Lake Clifton Eastern High School
Job Titles Held:
- Dispatch Coordinator
- Dispatch Supervisor
- After Sales Representative
Degrees
- No Degree
- High School Diploma
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