Customer Service Technician

GENERAL PROFESSIONAL CHARACTERISTICS

Ability to solve most problems, particularly those involving people, hard

working, organized, self motivated individual who responds well to high

stress situations. I thrive on the opportunities to assist others and

achieve an efficient work environment with knowledge and skills that I have

obtained.

PROFESSIONAL OBJECTIVE

Seeking a position utilizing skills I have obtained in a challenging and

fast paced professional environment.

EXPERIENCE HIGHLIGHTS

March 2007 - March 2010

Coca-Cola Enterprises, Inc. - Break/Fix Dispatcher, On-Call Coordinator

Communicate with customers regarding service calls, ETA's, parts delivery

and resolving issues. Dispatch numerous service technicians to calls of

service, routing and mapping priority service calls. Plan & Schedule

equipment service with customers while coordinating with several

departments to provide the best customer service. Coordinate on-call

schedules for 76 locations within the state of Florida and numerous

northern areas. Extensive hands on computer experience including Microsoft

Word, Excel, Outlook and Lotus Notes. Ability to work with high volumes of

service calls, customer issues & technician requests. Route and manage

technicians regarding service calls and completing urgent and or escalated

calls, ability to prioritize and organize efficiently while keeping the

highest level of customer service in mind. Developed numerous training

resources to assist current and new hires to efficiently complete tasks

reducing time and workload.

November 2001 - February 2005

Temple Terrace Police Department - Communications Officer / 911 dispatcher

Communicated with callers requesting emergency assistance while remaining

calm and controlling the conversation to gather important information

necessary to respond to the callers needs. Extensive hands on computer

experience including dispatching software, Microsoft Word, MS Outlook,

mapping systems and computer telephone system. Utilized strong skills in

research, interpersonal communications and the ability to multi-task on the

highest levels while routing service calls per level of priority. Strong

multi-tasking skills, able to maintain an organized work environment to

complete all required task in a timely manner.

EDUCATION / CERTIFICATIONS

Hillsborough Community College

?Weapons of Mass Destruction, Dispatching

?Law Enforcement Dispatch Certificate

St. Petersburg Junior College

?Criminal Justice Technology

References available upon request

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