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Customer Service Front Desk

Fayetteville, NC
April 20, 2020

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Karissa Lankford

Service Order Dispatcher - Graham & Associates DPW/OMD

Fayetteville, NC 28303


* **** *********** ******** ****** Works Front Desk Service Order Clerk/Dispatcher

- 1 year experience Call Center Representative

- 6 months experience Cashier/Customer Service

Highly trained individual with well-developed skills. Smart, pleasant and team-driven. Looking to apply knowledge of front desk duties/service order duties as a Clerk at DPW/OMD. Creative Clerk with a dedication to achieving a high level of customer service across various industries. Process - driven with keen attention to detail. Offering the proven ability to partner with diverse professionals. Driven Clerk with documented expertise in activities. Looking to leverage strengths in all departments with organization valuing expertise.

Work Experience

Service Order Dispatcher

Graham & Associates DPW/OMD - Fort Bragg, NC

February 2018 to Present

Interact with customers to provide and process information in response to inquiries, concerns and request about products and services. Enter all pertinent information from the customer to properly create a GFEBS Order with appropriate prioritizing and assignment information. Deal directly with customers either by telephone, electronically, or face to face. Respond promptly to customers inquiries by entering customers requirements into GFEBS that create DMO shops in DPW. Handle and resolve customers complaints, process orders, forms, applications and request. Follow up on customer interactions. Record details of inquiries, comments and complaints. Assist the technicians in the field with ordering parts, and/or procurement of the needed parts to complete a job; assist in closing DMO's when completed by the technicians.

Contacted customers via phone and email to confirm job completions and follow up with inquiries. Trained new team members on various navigational duties, including front desk daily duties and provided support and mentor.

Educated all customers on paint request, drop off service orders, self help items, special orders, and the time frame for each priority levels.

Engaged with all customers through answering all questions and concerns. Technical Support Representative

Kelly Services Inc - Fayetteville, NC

November 2017 to January 2018

Apple computer technicians are computer support specialist who work on Macintosh computers, but also be trained to provided support to customers using Windows-based systems. Answer support calls, respond to support tickets and assign to appropriate persons. Quickly identify needs, triage, support, escalate issues. Documentation of systems, processes, policies. Strong MacOS, Mac Hardware and iOS, Windows desktop support. Assisted in technical support process refinement to improve customer service and support. Maintained calm, professional demeanor when faced with high demand, high volume workloads.

Investigated technical issues using knowledge base and personal experience to complete timely resolutions.

Responded to numerous individual tickets every time to provide end-user support on Apple devices, and Windows desktop.

Processed average of 30 inbound and outbound technical support calls a day. Troubleshoot Apple devices and Windows hardware issues and worked with service providers to facilitate repairs for end users.

Performed effective troubleshooting on Apple systems, hardware and equipment. Provided local and remote first line IT support for hardware and software to company personnel. Created new accounts, reset passwords and configured access to servers and file management software for users.

Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.

Youth Counselor

Prime Time - Fayetteville, NC

February 2017 to November 2017

Before and after school care. At Prime Time children have the opportunity to participate in sports, games, arts and crafts and special events. Also assist with homework. Physical and recreational skills, self-awareness, confidence, and feelings of self-worth, promoting creativity and self-expression, promoting independence and decision making, and interpersonal relationships. Combined discipline plan with effective measures and lesson plans to increase concentration, participation and progress student accountability. Improving communications

Involvement through parents, clubs, and family programs. Developed and implemented interesting and interactive learning media to increase student understanding of course materials.

Tracked class attendance and student progress.

Created and enforced child-based hands-on curriculum to promote student interest and receptive learning.

Established and enforced rules for behavior and procedures for maintaining order among a class of 15 students.

Coordinated after school tutoring hours with other teachers to help students in need of extra attention.

Observed and documented behaviors and actions of students. Kept youth safe and secure at facility and in public. Developed and maintained effective frameworks, standards and requirements. Provided feedback on individual actions, behaviors and verbal responses. Cashier/Customer Service Representative

Academy Sports Outdoors - Fayetteville, NC

May 2016 to August 2016

Processed transactions by collecting cash, check and credit card payments. Protected customers and employees by promptly wiping up spills and safely disposing of biological materials.

Resolved customer issues and complaints or requesting assistance by lead cashier. Assisted customers by answering questions about merchandise, policies and concerns. Scanned barcodes to process sales and share pricing information with customers. Balanced cash register drawer by counting money.

Learned roles of other departments, including to provide coverage and keep store operating smoothly with optimal support.

Bagged and wrapped goods sold to customers safely and carefully to prevent damage. Maximized customer satisfaction by assisting customers with completing purchases, locating items and signing up for rewards programs.

Enthusiastically engaged customers during busy periods to keep mood light and fun. Mopped and vacuumed floors and dusted furniture to maintain organized, professional appearance at all times.


McDonald's - Salisbury, NC

January 2012 to April 2012

Took initiative to find extra tasks when scheduled duties were completed, including restocking condiments and cleaning refrigerators.

Frequently washed and sanitized hands, food areas and food preparation tools to prevent illness. Portioned and packaged take-out foods for customers. Organized food items on serving trays and in carry-out packages to deliver complete orders to customers.

Followed all established restaurant practices and procedures by delivering food which met quality standards.

Took orders, prepared foods and processed payments in full-service establishment. Communicated clearly and positively with co-workers and management. Packaged menu items into bags or trays and placed drink orders into carriers for easy transport. Cleaned and sanitized kitchen equipment, service and dining areas to prevent spreading germs. Performed general maintenance duties, including mopping floors, washing dishes, wiping counter tops and emptying grease traps.

Recorded customer orders and repeated each back in a clear, understandable manner. Increased customer satisfaction through friendly and professional communication. Education

High School Diploma

Westover High School - Fayetteville, NC



60 wpm (4 years), answering (1 year), Database (Less than 1 year), Excellent written and verbal communication skills (Less than 1 year), telephones (Less than 1 year), Typing (Less than 1 year), Word (Less than 1 year), Written and verbal (Less than 1 year), Scheduling, Dispatch, Microsoft Excel, Communications, Excel, Microsoft Office, Data Entry, Customer Service, Inventory, Customer Service, Data Entry, Microsoft Office, Quickbooks, problem solving Additional Information

Skills Excellent verbal communication Ability to learn, gravitate, and adjust quickly Written and verbal communication Typing skills (60 WPM) Outgoing and enthusiastic Professionally answering telephones Technology savvy (Power Point, Windows, General Fund Enterprise Business Systems Micro-Soft Word, Exel, Access Database) (GFEBS) Certified

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