V E R N A M C K E N Z I E

**** ******** ***** #* **** Richey, FL 34668 646-***-**** ad1nxs@r.postjobfree.com

CA R E E R O B J E C T I V E

Professional customer specialist motivated to provide the highest quality customer service experience. Resourceful Customer Service Representative who consistently meets and exceeds productivity goals. Strong administrative and organizational skills. Proven capacity to troubleshoot issues and resolve quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

E D U C A T I O N

LOUIS D BRANDEIS HIGH SCHOOL, NYC, NY

TECHNICAL CAREER INSTITUTE, NYC, NY

Associates Occupational Technology

Honors: Dean's List Winter 1992 and Spring 1993

Course include Keyboarding I-V, Electronic Spreadsheets, Accounting, Business Management

Average GPA 3.6

W O R K E X P E R I E N C E

BANKO OVERHEAD DOORS, TAMPA FL

Customer Service Specialist October 2018 – March 2020

Offered internal and external customer first-rate customer service to maximize satisfaction and business success.

Retained account by addressing potential cancellations and offering catered solutions to maintain account status.

Educated homeowners about proper care and maintenance of garage door systems.

Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.

Handled day-to-day customer contact via phones, faxes and emails.

Interacted with various builders such as GL Homes, DR Horton and Lennar insuring installs and warranties were scheduled in timely manner.

Input all inventory of doors according to specification on blueprints and elevation of style.

Heavy phones inbound and outbound.

Scheduled and routed technician and installers for service on products and services.

Followed up on all Web leads for potential customers and services for existing.

Volunteered for Saturday shifts when needed.

INVITATION HOMES, TAMPA FL

Maintenance Dispatcher December 12, 2016 – September 2018

Completed 60+ in-bound and out-bound resident and vendor calls per day.

Verified existing resident contact information for accurate communication for field technicians and vendors.

Managed resident calls effectively and efficiently according to urgency.

Coordinated technician routing of scheduled appointments to minimize cost, while assuring location accuracy to minimize down time and travel.

Managed, scheduled, and dispatched service technicians required according to work orders and specifications.

Handled coordinated and scheduled on call emergencies with vendors after hours.

Continuous monitoring of vendor and field technicians including pre-notification of email to residents of scheduled appointments.

Resolved customer inquiries or complaints and referred unresolved customer grievances to Portfolio Manager.

Utilized Tampa Maintenance email to obtain administrator approval on previously assigned and or second bid on work orders and closed out finished work assignments.

Assisted residents with repairs by troubleshooting without dispatching technician or vendors.

Managed pro care maintenance appointments with repair list for new residents.

Ability to work with difficult residents and resolving issues to continue the success of the reputation of Invitation homes.

Flexibility with schedule availability when needed.

Willingness to assist in any way with ensuring our residents experience Invitation Homes hospitality in providing exceptional customer service.

NEW YORK CITY POLICE DEPARTMENT, NEW YORK, NY

Traffic Enforcement Agent I, Sep 2007 – Jun 2012

Respond to and make radio dispatch calls regarding parking violations and complaints.

Identify vehicles in violation of parking codes, checking with dispatchers when necessary to confirm identities or to determine whether vehicles need to be towed.

Maintain assigned equipment and supplies such as handheld citation computers, citation books, rain gear, tire-marking chalk, and street cones.

Enter and retrieve information pertaining to vehicle registration, identification, and status, using handheld computers.

Responded to dispatched calls regarding parking violations and complaints.

Wrote warnings and citations for illegally parked vehicles.

Patrol an assigned area by vehicle or on foot to ensure public compliance with existing parking ordinance.

RCN COMMUNICATIONS

Provisioning Agent/Supervisor/Dispatcher, May 1999 – Oct 2005

Assembled and install communication equipment such as data and telephone communication lines, wiring, switching equipment, wiring frames, power apparatus, computer systems, and networks.

Communicate with bases, using telephones or two-way radios to receive instructions or technical advice, or to report equipment status.

Reviewed manufacturer's instructions, manuals, technical specifications, building permits, and ordinances to determine communication equipment requirements and procedures.

Program computerized switches and switchboards to provide requested features.

Examine telephone transmission facilities to determine requirements for new or additional telephone services.

Determine availability of sites through observation and discuss site locations and construction requirements with customers.

Served as a corporate liaison between telephone providers and marketing departments to ensure efficiency of installation of service.

Fostered professional growth through mentoring relationships with various telecom providers, focused on training and development.

Maintained detailed administrative and procedural processes that reduced redundancy and improved accuracy and efficiency to achieve organizational objectives.

Organized regional office training sessions to promote sales team professional development, sales goal reinforcement, knowledge and understanding of systems operation.

Planned, directed, coordinated and assigned manpower to meet aggressive production schedules.

Improved communication efficiency as primary liaison between department, customers and vendors.

WARD LEONARD ELECTRIC COMPANY

Accounts Payable/Receivables/Gov't Sales, Jan 1995 – May 1999

Inspect manufactured or processed products to ensure compliance with contract specifications or legal requirements.

Evaluate engineering proposals, shop drawings and design comments for sound electrical engineering practice. Provided compliance with established safety, design criteria, and recommend approval or disapproval.

Prepare contracts and initiated review and coordinate modifications to contract specifications and plans throughout the construction process.

Evaluate label information for accuracy and compliance to regulatory requirements.

Classify, record, and summarize numerical and financial data to compile and keep financial records, using journals and ledgers or computers.

Debit, credit, and total accounts on computer spreadsheets and databases, using specialized accounting software.

Compile statistical, financial, accounting or auditing reports and tables pertaining to such matters as cash receipts, expenditures, accounts payable and receivable, and profits and losses.

Perform general office duties such as filing, answering telephones, and handling routine correspondence.

A D D I T I O N A L S K I L L S

65 WPM

15 Years of Customer Service Experience

Exceptional Multi-Tasking Skills

Trouble Resolution Experience

Ability to work under pressure

Strong communication and problem solving-skills

Team player

Payroll

Good verbal and written communication

Flexible

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