Dispatcher Customer Service Call Center Professional

Kesha Presswood

Call Center Dispatcher

Inglewood, CA

Authorized to work in the US for any employer

Work Experience

HVAC Dispatcher

Mike Diamond Plumbing - Inglewood, CA

September 2019 to Present

During regular business hours Monday-Friday 7am-6pm and Saturday 7am-12pm when the local service centers are open, most dispatching will be done by shop Managers or Assistant Managers. During that time the duties of Central Dispatch are as follows:

• Monitor The Board. All dispatchers must keep an eye on the board. Call the shop Manager to be sure that the volume of being book same day or the future can be serviced as promised. Make necessary updates per Managers request.

• Answer all Customer Service Representative questions best as you can.

• Talk with any customer calling to cancel a service call.

• Take any and all calls from CSRs when a Manager can not be reached and explain to the customer will return their call shortly.

• If there is an overload of customer calls in the Call Center sign into CSR and help with the high volume of calls.

• Dispatch will cover a shop when asked/needed by shop Manager which may include meetings, lunch breaks, early leave, vacations or if Manager calls out for the day. Dispatch will cover shops on Saturdays 12pm for the reminder of the day and all day Sunday.

• Morning Reports and Closing Reports will need to be completed by the scheduled dispatcher in addition to shared tasks. Shared Tasks are to be divided evenly between the scheduled dispatchers: 1. Agenda—Booking Percentage (Daily)

2. 1/2 Hour Page To Mike Diamond

3. Email Service Request

4. Technician Tally—every hour from 9am-4pm

5. Fleet Report must be completed daily

6. Quality Control—must be completed

7. Close Down—Must be completed daily as accurate as possible 8. Trade Breakdown must be paged to Mike Diamond at 11am, 1pm and 3pm Temporary Records Clerk

Compton Superior Court - Compton, CA

November 2018 to August 2019

• File misdemeanor and felony cases in numerical order

• Assist Management and Judicial Assistants

• Take court cases to various courtrooms upon request

• Assist Customer Service Clerks

• Track misdemeanor and felony cases through the Trial Courts Information System software Customer Service Representative

Apex Systems Inc - Newport Beach, CA

April 2018 to July 2018

• Answer and resolve escalated customer, store, and website calls.

• Locate account numbers for Visa, Retail, and Debit cardholders shopping in Nordstrom stores.

• Answer basic inbound account inquiries and apply knowledge of Visa, Retail, Debit and Gift Card products.

• Troubleshoot customer inquiries regarding online enrollment, password, sign-on issues and other online related questions.

• Review and process requests for account maintenance, status updates, payments, errors and letter requests.

Call Verified Publisher Associate

Campus Explorer - Santa Monica, CA

May 2016 to December 2017

• Monitored 50-55 calls per day for quality assurance

• Accurately documented quality assurance violations

• Worked closely with Call Center Managers and VP of Operations to refine QA procedures

• Reported missing recordings to Call Center Managers

• Performed all assignments in a manner that promoted the highest level of customer service for our internal and external clients.

Customer Support Representative

Campus Explorer - Santa Monica, CA

August 2014 to May 2016

• Placed outbound calls (150-200+ daily) to prospective college students while Maintaining outstanding quality for 12 consecutive months (95% or higher.)

• Answered all questions concerning student submission in a professional manner

• Verified, recorded and/or corrected all pertinent student contact information

• Informed and upsold students on matching college programs and schools. Call Center Sales Representative

3a imaging, LLC - Los Angeles, CA

April 2012 to July 2014

• Placed outbound and received inbound calls

• Took inventory weekly

• Advised clients of discounts

• Resolved customer complaints and inquiries

• Accurately tracked invoices for record keeping purposes

• Consulted clients about quality of service and products; documented responses and sent to supervisor. Customer Service Representative

VXI GLOBAL SOLUTIONS - Koreatown

October 2010 to March 2012

• Answered high volume of incoming calls (150-300 calls) daily

• Responded to customer complaints

• Reviewed customer voice, text and data plans; advised customers of their options

• Assisted customers with upgrading/downgrading devices or call plans. Education

High School Diploma

Inglewood High School - Inglewood, CA

September 1995 to June 1999

Skills

• Call center (10+ years)

• Customer Service

• Customer Care

• Dispatching (3 years)

• Software Troubleshooting

• Upselling

• Cold Calling

• Telemarketing

• Switchboard (3 years)

• Help Desk

• Technical Support

• E-mail Customer Care (5 years)

• Typing

• Windows

• Customer service

• Quality control

• Help desk

• Quality assurance

• Account management

• Microsoft Excel

• Microsoft Outlook

• Call center

• Email Inquiries

• Dispatching

• 2-Way Radio

• Account Escalation/Concerns

• 2-Way Radio

• Email Inquiries

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