Skilled Customer Service Representative with 25 years extensive experience. I am committed to addressing customer concerns with speed, accuracy and professionalism. I am someone who consistently meets and exceeds productivity goals with a proven capacity to troubleshoot issues, ensure customer satisfaction while maintaining a high level of professionalism,
patience and efficiency to minimize customer dissatisfaction and
increase customer loyalty.
High customer service standards
Dedicated to process improvement
Strong problem solving ability
Service solutions expert
Inbound Call Center
Customer focused and adaptability to different personality types
Training manual contributor
Call center management experience
Conflict resolution proficiency
Customer service management expertise
Exceeded corporate target for customer satisfaction for 4 months in a row.
Promoted to Call Center Manager in 6 months
Created new departmental procedures manual.
Assessed organizational training needs.
05/2016 to Current
SupervisorACE Parking Tucson Airport － Tucson, AZ
Managed team of 25 of professionals.
Supervise and coordinate activities of workers engaged in customer service activities.
Planning, monitoring, and appraising job results, coaching, counseling, and disciplining employees, initiating, coordinating, and enforcing systems, policies, and procedures.
Maintain staff by assisting managers with recruiting, selecting, orienting, and training employees.
Maintain work flow by monitoring productivity levels and performance; work with Site Manager to implement cost reduction initiatives; and support a spirit of cooperation within and between locations/departments.
Maintain quality service by establishing and enforcing organization standards.
Maintain security of bank and cash transactions.
Submit complete and accurate reconciliation reports and all data required to assure proper billing and revenue accountability.
Enter tickets, transactions and revenue into the Auto Shift Revenue (ASR) system.
Reconcile shift reports/revenue and make daily deposits.
Ensure operation of equipment by calling for repairs; evaluate equipment and techniques.
05/2015 to 12/2015
Security DispatcherBanner Health － Tucson, AZ
Operation of multi-channel radios, console computer terminals, and multi-line telephones
Obtain complete and accurate information in crisis and emergency situations
Work independently with little supervision
Multi-task and make decisions in high pressure situations Maintain confidentiality of information
Work alone and semi-independently in a 24/7 operation Understand and comprehend multiple, simultaneous conversations
Exceptional customer service Communication and interpersonal skill with coworkers, supervisor and the general public, sufficient to exchange or convey information and to receive work direction
Interact with Law enforcement staff and inmates Dispatch security staff and monitor CCTV cameras
Research and prepare reports Track movement of Law enforcement and inmates throughout hospital
Printing and issuing Security badges and access.
05/2015 to 08/2015
Crisis Specialist/DispatcherCrisis Response Network of Southern Arizona － Tucson, Arizona
Answer incoming crisis and non-crisis calls
Assess if clients are suicidal, homicidal or having psychotic symptoms and determine if law enforcement is needed
Interact with ALL law enforcement agencies Dispatch MAC (Mobile Acute Crisis)
Team when appropriate Dispatch Kords to clients in need of non-crisis transportation
Assist clients in resources for continuing behavioral/mental health through various agencies Assist clients with referrals for detoxification at Desert Hope
Keep accurate records in company logs Maintain confidential records on all incoming calls.
05/2014 to 06/2015
Security DispatcherNorthwest Medical Center － Tucson, Arizona
Maintain confidential medical records and incident database Track movement of Law enforcement and inmates throughout hospital
Operates Computer Aided Dispatch for fire and medical emergencies serving
Ability to prioritize and multi-task in a fast paced work environment including the ability to answer multi-line telephone and radio calls simultaneously while maintaining radio contact with responding fire/medical units
Coordinate Aero/Medical helicopter requests for Southeastern Arizona Region
Experience with computerized office applications and specialized databases including Excel, Word, Intergraph ICAD, MAPSTAR, Vesta CTI, Novell WebAccess Monitor fire/intrusion alarms, monitor CCTV cameras.
Resolve customer complaints via phone, email, mail Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling.
Cancel or upgrade accounts.
Assist with placement of orders, refunds, or exchanges.
Advise on company information.
Take payment information and other pertinent information such as addresses and phone numbers.
Place or cancel orders.
Act as the company gatekeeper.
Suggest solutions when service is not meet Attempt to persuade customer to reconsider cancellation.
Inform customer of deals and promotions.
Sell products and services.
Utilize computer technology to handle high call volumes.
Work with customer service manager to ensure proper customer service is being delivered.
Close out or open call records.
Compile reports on overall customer satisfaction.
Read from scripts.
Handle changes in policies or renewals Manage dispatch room for approximately 15 dispatchers Direct and coordinate transportation work orders for passengers of 3 states and multiple cities including Denver, Boulder, Phoenix, Houston and Dallas.
Scheduling and performance reviews Routing planning Oversee job request Monitor job request Acted as initial point of contact for public and customers Investigate and resolve complaints, maintain records Maintain discretion involving confidential issues.
03/2009 to 11/2011
Field Application Support Technician/DispatcherAmerican Traffic Solutions － Tempe, AZ
Troubleshoot electrical and mechanical defects for residential, commercial and industrial sites.
Completed all repairs and maintenance work to company standards.
Ensured customer satisfaction by providing highest quality of products by ensuring all equipment was properly installed and working correctly.
Processed work orders and prioritized jobs.
Responsible for all incoming video request from various cities.
Provide phone support to technicians.
Troubleshoot, configure and setup DVR recorders via remote access.
Process daily reports using SQL (TOAD) program.
04/2006 to 01/2008
Delivery Driver/DispatcherPepsi Co － Phoenix, Arizona
Deliver ordered product.
Communicate with driver via 2 way radio.
Routing for rural area with no addressing system.
Collect cash in field from customer.
Education and Training
BusinessPima Community College － Tucson, AZ, USABusiness Administration
Long Beach College of Business Computer Science
High School Diploma: College PrepCentennial High School － Los Angeles, CA, USACollege Prep