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
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Work History
Customer Service Representative08/2015 to 06/2020
Walman Optical Company – Evansville , IN
Walman Optical Company – Evansville , IN
- 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
General Electric – Clinton , SC
General Electric – Clinton , SC
- 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
Bmi Hospitality Management – Leavenworth , WA
Bmi Hospitality Management – Leavenworth , WA
- 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
Hallcon – Ranier , MN
Hallcon – Ranier , MN
- 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-
City,
State
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Resume Overview
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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