Customer Service Call Center
Resume:
SHARON SANDERS
Dallas, TX. 75243
Mobile: 214-***-****
Email: ******.***@*****.***
Professional Summary
Accomplished professional that has over 15 years’ experience in providing customer support in high volume diverse environments that include Call Center, Alarm Monitoring, Dispatch and Public Utilities Company. I have an unwavering commitment to customer service and the ability to build strategic relationships with companies to effectively manage the customer care process as well as the ability to work independently to ensure maximum out-put and be proactive to resolve complex issues. Computer Skills
Hardware – Windows 7, 10 Key, CPU
Operating System – Internet Explorer, Google Chrome, Mozilla Foxfire Software – BGMS (Bulk Gas Management System), Xata XRS, Microsoft Office 365, Data Online, Descartes
/Fleetwise, CryoScan, Cisco Phone System, ACE / Oracle System, CRM System, InfoTech, SharePoint, TMW, MS Word, Excel
Professional Experience
Matheson Tri-Gas, Irving, Texas 2014-Present
Logistics Dispatcher - Responsible for monitoring and the delivery of manufactured liquid oxygen, nitrogen and argon throughout the United Stated. Determine customer delivery requirements and schedule deliveries ensuring the highest level of safety and customer service. Review daily plant inventory, productions rates to determine product availability. Communicate with sales staff, service department to address customer or service related issues and provide assistance to all members of the Logistic Center. Liquidity Services, Garland, Texas 2013-2014
Digital Customer Care Specialist – Provided digital customer care for a variety of major retail and online distributors. Processed orders, managed calls, emails and provided internal communication to various departments throughout the company. Prioritized the processing of work orders, generated weekly reports and conducted customer follow-ups / annual satisfaction surveys. Kelly Service/ Republic Waste Service, Dallas, Texas 2013-2014 Commercial Dispatcher – Dispatched company trucks. Coordinated cargo and work assignments for truck drivers that included locations, routes, schedules and rates. Maintained truck route sheets, prepared reports that documented locations, pick-ups, missed stops and other critical information to ensure company assets were protected.
Kelly Service / Schneider Trucking, Arlington, Texas 2012-2013 Dispatcher / Load Planner – Planned and accepted freight by assessing customer requirements and capacity needs. Coordinated and managed freight deliveries and interacted with drivers daily to resolve freight issues. Assisted with client disputes and provide training materials to department to ensure compliance with city, state and federal transportation regulations. SimplexGrinnell, Richardson, Texas 2010-2012
Service Coordinator – Received customer request for service in a professional manner, obtaining detailed information in order to efficiently dispatch and schedule service calls. Accurately entered service request information in our ACE/Oracle system while the customer is on the phone. Utilized the automatic scheduler functionality in Oracle (ACE) and assigned the service call to the optima technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time. Criticality of the call and proximity to the customer. Demonstrated the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassigned work as needed to manage customers’ expectations making judgments based on current workloads and priorities. Smith Thompson Security, Plano, Texas 2011-2012
Part Time Alarm Monitor / Dispatcher - Monitored alarms signals from the Central Station. Obtained passwords from customer and or contacted proper authorities. Updated customer information, answered customer care questions of operation of system and assisted with changing their alarm codes. Dispatched police and Fire department as needed and provided customer support. Bank of America, Addison, Texas 2009-2011
Telesales Account Specialist – Respond to account inquiries and assisted with resolving account issues. Promoted and marketed financial products and service to existing bank customers. Supported department staff and prepared weekly sales reports. Maintained and high volume call center log and provide customer cares support to account holders.
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