Customer Service Manager

London Lee

Call Center Dispatch Manager

Duarte, CA

******@*****.*** - 626-***-****

PARATRANSIT OPERATIONS EXECUTIVE- Call Center and Dispatch Manager

for Access Paratransit managed a high call volume 24 hour call center includeing

dispatch. High-powered Customer Service Manager who effectively motivates

employees through continual guidance, direction, development and coaching. Also

strives to ensure that all ADA Paratransit goals are met up to and includeing

resorvation call peroformance and dispatch on time perfromance.

WORK EXPERIENCE

Call Center Dispatch Manager

San Gabriel Transit Inc - El Monte, CA - July 2011 to July 2014

Ensure that we are fully staffed by recruiting and hireing new employees

continuously.

Followed up with customer complaints to find a resolution to the concerns and issues they had.

Reviewed recording dialy useing TASKE Software Soulutions.

Created a new attendance policiy to meet the service demand.

Help implement the IVR system for customers needs.

Scheduleing of call center staff and dispatch for all shifts for 24 hour service

needs.

Follow trends to meet the call center and dispatch goals that are mandated by the ADA.

Responsible for reviewing daily answer spectrum reports related to call wait

time.

Responsible for reviewing dispatch on time performance daily.

Responsible for cotinuoulsy training staff on new and existing policies and procedures.

Responsible for community outreach with our major trip generators.

Coaching staff members one on one and in a team setting.

Call Center Dispatch Supervisor

San Gabriel Transit Inc - El Monte, CA - April 2008 to July 2011

Supervised 35 to 40 call center and dispatch personnel in a high voulme call

center.

Moniter agents useing TASKE software solutions.

Ensure that agents are logged into ques

Do everthing possible to ensure that 95% of calls were answerd within 5

minutes.

Document all customer complaints for management to follow up.

Make difficult service decisions when needed.

Enforce curb to curb service policy.

Answer que call when needed.

Take dificult supervisor calls.

Moniter the dispatch board.

Dispatcher

San Gabriel Transit Inc - El Monte, CA - February 2008 to April 2008

Responsible for safe on time pick ups for Paratransit customers.

Routing in a time efficent Manner.

Dispatched over 2,800 trips per day.

Operate in complience with DOT standards.

Met ADA and Access on time perfomance goals daily.

Call customers with estimated time of arivals updates.

Two way radio contact with Employee and indapendent contracted drivers.

Report all accidents to the call center supervisor.

Enforce shared ride policy

Customer Service Agent

California Transit Inc - El Monte, CA - October 2007 to February 2008

Answered an average of [150] calls per day by addressing customer resorvation and where is my ride

concerns.

Assisted irate customers with service issues needs and concerns.

Demonstrated a willingness to help all customers.

Followed all policies related to Americans with Disabilities Act resorvation call

answering.

Followed all call center policies and procedures.

Dedicated and passionate about providing excelent quality customer service.

Handaled papper work regaurding customers who wanted to transfer into differnt Access service riegions.

Handaled standing ride orders.

Read back resorvation information to customers accuratly and professionaly.

EDUCATION

High School Diploma

Duarte High School - Duarte, CA

June 2002

ADDITIONAL INFORMATION

SKILLS

Exceptional communication skills Creative problem solver

Exceptional public seapking skills Critical thinking

Will meet deadlines Project planning

Can implament new policies and Attention to detail

procedures Team building

Taske system expert Written and oral communication

Excel proficent skills

Knowlegeble Of ACD phone trees Multitasking skills

Knowlegeble of DOT and non DOT Goal-oriented

drug policies and procedures Approachable

Strong dispatch Abilitie Flexible

Routing expert Team player

Organized

Skilled trainer

Adherence to high customer service

standards

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