Customer Service Manager

Liniya Davis

Benton Harbor, MI *****

*******@*****.*** - 269-***-****

Versatile 911 Dispatcher bringing valuable experience in administrative roles, including strong communication skills and database management within call center/office setting. Possess uncompromising work ethic, time management, organization and prioritization qualities. Authorized to work in the US for any employer

WORK EXPERIENCE

St. Joseph County 911 Consortium - South Bend, IN - 2015-08 - Present

South Bend, IN

Responded to emergency calls routed by the automatic distribution system. Used radio, telephone and computer system to update first responders with new information. Assisted departments with special requests such as BOLOs. Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.

Took caller information, read associated computer information and documented vital details in call tracking and assignment system.

Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

Trained new employees on company customer service policies and service level standards. Guaranteed positive customer experiences and resolved all customer complaints. Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax. Built and maintained effective relationships with peers and upper management. Offered exceptional customer service to differentiate and promote the company brand. Dispatcher

Indiana State Police District 21 - Bristol, IN -

2008-12 - 2015-08

Used radio, telephone and computer system to update first responders with new information. Assisted departments with special requests such as BOLOs. Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.

Took caller information, read associated computer information and documented vital details in call tracking and assignment system.

Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

Trained new employees on company customer service policies and service level standards. Guaranteed positive customer experiences and resolved all customer complaints. Kept abreast of rapidly evolving technology.

Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax. Built and maintained effective relationships with peers and upper management. Built customer confidence by actively listening to their concerns and giving appropriate feedback.

Offered exceptional customer service to differentiate and promote the company brand. Offered direction and gave constructive feedback to motivate team members. EDUCATION

Some college

SKILLS

CUSTOMER SERVICE, RECEPTIONIST, RETAIL SALES, TELEPHONE, DISPATCH ADDITIONAL INFORMATION

Skills Information documentation Dependable and reliable Map reading abilities Flexible schedule

Police department procedures Telephone inquiries specialist Computer-based dispatch systems Energetic work attitude Strong organizational skills Sharp problem solver

Courteous demeanor MS Office proficient

Active listening skills Superior communication skills Customer service expert Organized

Personnel training and development

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