SOC Dispatcher Resume Example
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SOC DISPATCHER
Summary
Committed and thorough Data Transcriber with 5 years of experience, quick typing skills and strong work ethic. Expert at coordinating and completing projects with minimal supervision. Proven strengths in relationship building and communication.
Skills
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Experience
09/2019 to 07/2020
SOC DispatcherCigna － Troy , AL
- Lead practical, highly effective business and technical communication cycles; both verbal and written.
- Effectively engage with a diverse internal and external audience. The client audience includes technical personnel, management, operations, support, and field resources. Internal teams include Field Operations, Logistics, Delivery, Account Management, Network, client service, and various vendors.
- Execute and/or guide logical network fault isolation processes; for example, a working understanding of Layer 1-3 networking fundamentals, demonstrated technical abilities supporting IP-based networks, voice services, associated network equipment, and variable network access types.
- Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.
- Actively manage escalation cycles, conference calls, intensive client communication, and interpret/understand detailed client/network requirements.
- Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
- Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact.
- Categorize issues for escalation and assign to appropriate technical teams where required
- Analyze open cases and/or chronic locations by proficiently applying a logical process of elimination for troubleshooting network services, top down. This includes network equipment, carrier circuitry, client wiring, client hardware, and software applications.
- Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management.
- Secondary point of contact for client call and chat queue coverage as needed.
- Primary point of contact for field technician support.
- Demonstrate technical proficiency with DSL/T1 circuits, Wireless technologies, CPEs, LAN/WAN, MPLS and IP networking configuration, troubleshooting, and fault isolation procedures.
- Work schedule flexibility, weekend and off hours support as required.
12/2018 to 09/2019
Customer Service RepresentativeGreenbrier － Chehalis , WA
- Schedule, modify and cancel reservations as requested while ensuring accurate trip data input.
- Maintain a polite and courteous manner at all times.
- Demonstrate sincere personal commitment to producing high quality work.
- Receive and document customer concerns.
- Refer unresolved customer grievances to designated department for further investigation and resolution.
- Promote a positive working environment.
- Attend all required meetings.
- Adhere to and ensures all company policies and procedures are maintained.
- Maintain an acceptable attendance and tardiness record.
- Other duties as assigned.
- Trained new employees each quarter in procedures and policies in order to maximize team performance.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Tracks interactions per hour for auditing, reporting and training purposes..
- Cross-trained staff members, resulting increase in customer satisfaction ratings.
- Addressed website inquiries per day, converting into renewal customers.
- Assisted customers each with questions.
10/2016 to 12/2018
Data Entry ClerkCigna － Tulsa , OK
- Help process government issued documents to help consumers get government health coverage.
- Completed over 10-key actions per hour with 0 error rate.
- Reviewed and source documents to locate required data for entry.
- Proofread documents, editing materials to correct grammar and spelling mistakes.
- Transcribed data after verifying information to deliver projects with accuracy.
05/2015 to 10/2016
Customer Service RepresentativeKeionaConvergys Corporation － City , STATE
- Help trouble shoot customers cable services and use time management skills to get stuff done in a timely manner.
- Tracks interactions per hour for auditing, reporting and training purposes.
- Exceeded company productivity standards by 96% on consistent basis, handling more than [98%of quota each day.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Upheld privacy and security requirements established by regulatory agencies.
- Addressed customer service inquiries quickly and accurately.
- Resolved average of inquiries per week to consistently meet performance benchmarks, including speed, accuracy
Education and Training
05/2015
High School DiplomaFrancis Howell High School － City, State
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Resume Overview
School Attended
- Francis Howell High School
Job Titles Held:
- SOC Dispatcher
- Customer Service Representative
- Data Entry Clerk
Degrees
- High School Diploma
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