Call Center Account Manager

SAMUEL MOORE

**************@*****.*** +1-803-***-**** Rock Hill, SC 29732

Summary

Experienced Dispatch Coordinator with 15+ years’ experience managing the scheduling and allocation of vehicles or personnel by receiving and processing requests while adhering to company policies and regulations. Strengths: develops strong relationships with work crews and drivers, promptly addresses customer inquiries and complaints. Also adept at performing various clerical work tasks such as organizing work orders and managing inventory records.

Skills

• Scheduling Proficiency

• Route Planning Expertise

• Regulatory Compliance

• Call Center Software

• Contract Management

• Staff Supervision

• Contract Negotiation

• Account Management

Experience

Delta Mold Inc Charlotte

Materials Handler

05/2023 - 02/2024

• Assisted warehouse staff in promoting top-level productivity and shipment accuracy.

• Ensured that all safety protocols were followed while operating machinery or working with hazardous materials.

• Identified opportunities for improvement in existing processes related to material handling operations.

23rd Group Charlotte

Account Manager

11/2017 - 05/2023

• Operated and maintained the Building Monitoring System (BMS) for domestic and international sites which can include HVAC, Lighting, Utility services, Fire Alarm systems, Weather, Miscellaneous equipment statuses.

• Corresponds directly with clients by face to face, electronic, or telephone communications to service client inquiries promptly and with a high level of customer service.

• Generated and dispatched facility service requests to technicians by radio or phone and company software queue.

• Developed and maintained relationships with key accounts to ensure customer satisfaction.

Synerfac- ABM Charlotte

GLOBAL SUPPORT CENTER

SPECIALIST

10/2016 - 11/2017

• Generated and dispatched facility service requests to technicians by radio or phone and company software queue.

• Monitored queues for incoming requests and assigned tasks accordingly.

• Resolved customer inquiries in a timely manner by providing accurate and appropriate responses.

• Answered, screened and processed high volume of calls daily with call management system and web-based communications.

• Engaged actively with callers, confirming or clarifying information and diffusing anger.

Atlantic Health Livingston, NJ

DISPATCH COORDINATOR

01/2007 - 01/2016

• Responsible for supervising, recruiting, training and development of staff, training and monitoring staff competency in all areas.

• Receive calls and dispatch ambulances while maintaining multiple security information data systems activating and collaborating with the emergency medical system multidisciplinary team.

• Operate telephone, radio, computer and various other office equipment.

• Created reports related to dispatching activities such as fuel usage statistics or number of loads dispatched daily, weekly, monthly.

• Tracked real-time location of vehicles using GPS technology.

• Proven experience handling calls of 911 nature, promptly asking detailed questions about the situation, assessing urgency, and dispatching appropriate personnel to remedy the situation.

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