Customer Service Representative

Patricia Hill

Excellent customer service

Hyattsville, MD

*************@*****.*** - 202-***-****

WORK EXPERIENCE

Dispatcher/ Checker

Reddy Ice Coporation - Hyattsville, MD - May 2014 to August 2014

Responsibilities

Dispatch drivers to allocated ice deliveries. Check in drivers upon their return to warehouse. Count and check

returning ice loads not sold for return to warehouse. Enter load and return reports into Driver Automation

System.

Count and verify all monetary transactions, cash, checks, charges and reciepts to ensure accuaracy. Count

remaining ice at the end of every shift for inventory.

Ensure that all checks, cash, and reciepts are deposited into night safe on a per driver basis.

Accomplishments

I am a very quick learner and really did not recive any formal training and was able to sucessfully dispatch,

check in drivers and count ice within a 2 week period. When you have 20 drivers returning at the same time,

speed and accuracy are essential. I was able to complete each driver in minimal time.

Skills Used

Adding machine, Driver Automation System which was a new system for me. Excel, word, outlook.

Client Service Representative/Scheduler

Long Fence & Home - Beltsville, MD - October 2012 to May 2014

Responsibilities

Take all incoming calls pertaining to warranty issues with, window, doors, siding and gutters.

Enter all customer information into company database, updating information to ensure that

information is current. Scheduling customer appointments, verifying customer information.

Dispatching service technicians to customer destination.Responding to customer questions,

and resolving simple to complex issues. Communicating with service technicians on pending

workloads and generating work schedules.Processing work orders and closing service

tickets. Faxing, filing, scanning, email. Other duties as assigned.

Accomplishments

When I started working for Long Fence they was a back log of service orders that needed

to be scheduled. I was able to schedule all back log service tickets. I was also able to assist

in updating and closing out all outstanding service tickets.

Skills Used

Data entry, faxing, filing, email, word, outlook,

Warranty Inspector

Mattress Marshals - Margate, FL - August 2007 to September 2011

Responsibilities

Schedule appointments with customers, visited client homes to do complete inspection of mattress, box spring

and frame. Take pictures and measurements for report. Upload report and pictures onto company website for

warranty confirmation or denial. Traveled throughout the DC, MD and VA area.

Accomplishments

There were many very frustrated customers who had purchased mattress sets, and were having serious issues

and unable to get a comfortable nights sleep. I was able to assist over 500 people to receive new mattress

sets and get a good nights sleep.

Skills Used

Excellent customer service on the phone and in person, always on time for scheduled appointments.

Customer Service Representative

DC Water & Sewer - Washington, DC - June 2006 to June 2007

Responsibilities

Answered incoming calls from customers and the city for emergency water and sewer problems.

Documented all customer complaints and emergency issues into WASA database. Maintained communication

with the Mayor's Office and Miss Utility to address water and sewer emergency issues. Opened up service

tickets and dispatched calls to emergency service techs and followed up with customers to ensure that the 2

hour repair time line was adhered to. Closed out service tickets on completion of work order. Kept in contact

with customer to ensure complete satisfaction.

Accomplishments

If a customer had emergency water leak or sewer leak, I was able to get their emergency taken care of as

soon as possible.

Skills Used

Patience, some customers were very upset. Excellent customer service phone contact to ensure and reassure

customer that all is being done to alleviate the issue in a timely fashion.

Registration Intake Specialist

Federal Emergency Service Agency - Hyattsville, MD - August 2005 to May 2006

Responsibilities

Received multiple phone calls daily form victims of Hurricane Katrina and Rita.

Input all information into Fema database. Updated database as needed. Completed information to ensure that

the evacuees received emergency funding, housing and other emergency services that we could refer them to.

Completed special projects, reviewed and edited clients applications. Worked closely with Project managers,

to meet funding deadlines

Accomplishments

I was able to assist and expedite funding for victims who had lost everything. Assist with Fema trailers, Hotels

and then transition into permanent housing.

Skills Used

Compassion and empathy were very important at that time. People were devastated, families separated. In

some ways I felt more like a counselor or Social worker. Some people just needed someone to listen and a

kind word. I am grateful I was able to be there for them in their time of need. A very rewarding Job.

EDUCATION

Certificate in Business

IBM Goodwill Industies School of Business - Crystal City, VA

1994 to 1995

SKILLS

Call center Tier 2

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