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Dispatch Supervisor Resume Example

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DISPATCH SUPERVISOR
Professional Summary

Well-qualified customer service representative proficient in handling complex customer issues and promoting positive experiences. 10 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming and outgoing calls. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.

Skills
  • Call center experience
  • Complaint resolution
  • Consistently meets company metrics
  • Customer Service
  • Decision-making ability
  • Excellent time management skills
  • International and national payment processing
  • Meticulous attention to detail
  • Multi-line phone talent
  • Oral and written communication
  • Proficient in 24/Chat, Cabmate, Genesis, Live Chat, MS Office, Slack and Zendesk software
  • Skilled problem solver
  • Self-sufficient
  • Strong interpersonal skills
  • Troubleshooting skills
  • 50-55 WPM typing speed
Work History
Customer Service Representative08/2015 to 01/2020
Enova International – Chicago, IL
  • Answered over 150 - 350 inbound and outbound calls, 100 - 150 emails, 200 - 250 online chats per day.
  • Communicated accurate information about customers' accounts, promotions and products, providing exceptional customer service and driving retention.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Processed international payments on accounts.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 20%.
  • Recommended loan approvals and denials based on customer loan application reviews
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty
  • Used company troubleshooting resolution tree to evaluate technical problems with online loan applications while leveraging personal expertise to find appropriate solutions.
Customer Support Representative10/2013 to 09/2015
Groupon Corporate Headquarters – Chicago, IL
  • Achieved customer satisfaction rating of 98%.
  • Addressed escalated customer service issues sent from customer support, sales and travel teams to save customer and vendor relationships.
  • Answered average of 150 -175 inbound calls, 100 - 150 emails and 150 - 200 online chats per day, addressing customer inquiries, solving problems and providing product information
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Cross-trained and provided back up for customer service managers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exceeded company productivity standards by 25% on consistent basis, handling more than 15% of quota each day
  • Issued credit or full refunds and processed payments via phone, email or online chat.
  • Performed data entry with Zendesk to record call notes, suggestions and questions.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Front Desk Agent03/2013 to 12/2013
The Amber Inn – Chicago, IL
  • Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout
  • Checked in average of 100-150 guests per week
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
  • Oversaw fast-paced front desk operations at busy hotel facility with as many as 15 nightly guests
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests
  • Quickly answered calls and routed to proper guest or department using multi-line phone system
  • Took reservations over phone, in person and via computer for guests and provided confirmation information
Dispatch Supervisor01/2009 to 02/2013
Yellow Cab Chicago – Chicago, IL
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
  • Directed all dispatching, routing and tracking of 75-100 cabs vehicles
  • Generated reports detailing metrics such as call times and satisfaction ratings
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 25%
  • Recruited, interviewed and hired individuals who would add value, dedication and knowledge to dispatch team
  • Trained over 50 new employees over 3 years in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction by 30%
  • Went 45 days without driver accident by staying up to date and alerting drivers of traffic and weather hazards in real time
Education
Associate of Science: Business Administration2020Harold Washington College- Chicago, IL
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Resume Overview

Companies Worked For:

  • Enova International
  • Groupon Corporate Headquarters
  • The Amber Inn
  • Yellow Cab Chicago

School Attended

  • Harold Washington College

Job Titles Held:

  • Customer Service Representative
  • Customer Support Representative
  • Front Desk Agent
  • Dispatch Supervisor

Degrees

  • Associate of Science : Business Administration 2020

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