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.
Skills
High customer service standards
Dedicated to process improvement
Strong problem solving ability
Troubleshooting skills
Negotiation competency
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
Telecommunications knowledge
Career Accomplishments
Exceeded corporate target for customer satisfaction for 4 months in a row.
Promoted to Call Center Manager in 6 months
Process Improvement
Created new departmental procedures manual.
Assessed organizational training needs.
Experience
Supervisor, 04/2016 - Current California Teachers Association – Santa Fe Springs, CA,
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.
Security Dispatcher, 04/2015 - 11/2015 Anderson Security Agency Ltd – Prescott, 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.
Crisis Specialist/Dispatcher, 04/2015 - 07/2015 Anderson Security Agency Ltd – Tolleson, AZ,
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.
Security Dispatcher, 04/2014 - 05/2015 Northwest Medical Center – City, STATE,
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.
Senior Dispatcher/Interim Supervisor, 03/2010 - 11/2013 Super Shuttle – City, STATE,
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.
Field Application Support Technician/Dispatcher, 02/2009 - 10/2011 American Traffic Solutions – City, STATE,
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.
Delivery Driver/Dispatcher, 03/2006 - 2008 Pepsi Co – City, STATE,
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
: Business, Expected in Present - Pima Community College - Tucson, AZ GPA: Business Administration
: , Expected in 1989 - Long Beach College of Business Computer Science - , GPA:
High School Diploma: College Prep, Expected in 1987 - Centennial High School - Los Angeles, CA GPA: College Prep
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