NICHOLAS C. ADAMS
Peachtree Corners, GA 30092
Cell: 205-***-**** Email: firstname.lastname@example.org
CUSTOMER SUPPORT ASSISTANT
Administrative Support Technical Support Dispatch Call Center Customer Care
A self-motivated, result driven innovator with a record of success in directing the customer service and technical support for 37M cable and satellite customers. Leads by example and establishes a professional work environment that promotes attentive customer service and respect for co-workers. Demonstrates strong communication skills and ability to establish rapport with clients.
AREAS OF EXPERTISE
Scheduling & Tracking
Client & Vendor Relations
Status Reporting & Data Entry
Training & Development
Bachelor of Arts in Business/Sports
The University of Alabama at Birmingham, Birmingham, AL
Associates Degree in Social Science
Fort Scott Community College, Fort Scott, Kansas
UPS, Alpharetta, GA
Dispatch Associate 07/2017 - Present
Dispatching service providers for the timely delivery of critical shipments
Proactively monitoring and tracking critical shipments to ensure timely delivery within Coyote
Providing service to customers in a courteous and professional manner
Handling multiple telephone calls between service providers, warehouses, transportation centers and others to assure timely delivery of shipments
Recording dispatch time, perform call outs, time of arrival, time of departure, time of delivery, proof of delivery, tracking information, and other time critical information
Documenting of delays or possible delays and all other pertinent information about critical shipments
Dispatching multiple geographies in the Western United States
Communicating or escalating problems to other dispatchers, leads, supervisors, and managers to assist in resolving them immediately
Contacting customers to assure response to concerns and dispatches
Monitoring and informing customers on approximate length of time for empty trailers, pick ups, delays, and driver status/information
DIEBOLT CONSTRUCTION, Alpharetta, GA
Logistics Specialist 01/2017 – 03/2017
Oversee work orders in multiple areas (approximately 31 states), to include but not limited to; Alabama,
Georgia, Florida, Texas, California, New Mexico, Lousiana, Wisconsin, Illinois, and etc.
Track all work orders from the time subcontractors arrive on site to the time the job is completed.
Analyze problems by communicating and following up with store managers.
Draft contracts and quotes for subcontractor bids.
Enter data entry of completion of task into Excel utilizing PivotTables
Communicating with vendors personnel to set up appointments and send over contracts.
Planning, executing, managing, and closing out work orders in a timely manner.
Ensure all interaction for each work order is accurate when work is complete.
Coordinates, organizes, and documents the progress of multiple service calls and work orders at one time.
DIRECTV DYNAMIC DISPATCH, Bessemer, AL
Routing Coordinator 01/2013 – 12/2016
Oversee and direct a team of 4 coordinators to route over 120+ technicians to multiple coverage areas within Arkansas, Eastaboga, and Bessemer, Alabama service areas.
Assists management with recruitment, training, and mentoring of new technicians.
Establishes and maintains effective customer rapport, mapping account activity, and identifies opportunities to drive new and existing territory sales to ensure growth.
Maintains the Service Technicians daily schedules and dispatches the technicians as service calls are completed.
Devises and coordinates maps for drivers to ensure timely service delivery to customers.
Sorts and facilitates all delivery paperwork to management.
Provides administrative and clerical support to the DIRECTV home services site management.
Manages incidents/accidents that may occur and reports appropriately to Corporate Safety team.
Works with and assist technicians and customers to resolve problems and promote excellent customer service.
Communicates cancelled or rescheduled deliveries to end customer and client.
Proficient in Microsoft Word, Excel, PowerPoint, Access and Project
4+ year’s general office experience; 4+ year’s data entry experience
Self-motivated with excellent time management, organizational and multi-tasking abilities
Ability to meet deadlines and provide outstanding administrative and customer service support
Lead a team of 5 in first year with 4% increase in utilization (89 - 93%), 6% in second year (93 - 99%), and over 100% in third year.
Expert in Oracle, Quickbooks, SAP, and FSS System