Customer Service
Resume:
Yolanda Jones
Fairburn, GA ****3
********@*****.***
Mr. Rooter / Mr. Electric Dispatcher Supervisor 2017- Present
Monitors incoming phone calls and emails in a timely and appropriate fashion. Applies established protocols
for reporting client concerns.
Knowledge of Call Center Technology including PBX, Call Management Software,
(BSR/Avaya Advocate), IVR and CTI (Computer Telephony Integration).
Understands the importance of Quality Service and how it is measured.
Handles all customer inquiries internal as well as external to provide customer satisfaction.
Possess excellent verbal and written communication skills
Reschedule and / or assign jobs to technicians using Service Titan software
Monitor daily progress of Technicians and adjust routes to accommodate customer additions,
Coordinate and conduct online training sessions
American Red Cross Transportation Coordinator 2016 - 2018
Manage the routing of volunteers and couriers to complete emergency deliveries.
Schedule inbound and outbound delivery, working with carriers and using routing software.
Ensure delivery to customers on time and intact by working with vendors, suppliers, and carriers.
Collect logistics data to analyze, correlate, index, and forecast logistics needs in formal reports.
Prioritize special requests. Screen special requests to determine the best mode of transportation.
Dispatch paid and/or volunteer drivers for blood pick-up and delivery. Coordinate various transportation-related services including scheduling, routing,
Provide support to the daily operations in the functional area of Transportation.
Submits invoices to database to manage payment to couriers.
PTS Cable Operations Manager 2010 - 2016
Facilitates training and development for dispatch, field technicians and warehouse representatives.
Schedule inbound and outbound delivery, working with carriers and using routing software.
Ensure delivery to customers on time and intact by working with vendors, suppliers, and carriers.
Collect logistics data to analyze, correlate, index, and forecast logistics needs in formal reports.
Responsible for organizing and facilitating meetings and presentations and creating meetings.
Hire, train, and terminate dispatch and field technicians.
Provides recommendations for operational efficiencies and process improvements, Delegates tasks and assists in developing initiatives to improve support. Monitors work quality, delivering reports, and recommendations for improvement.
Manage five supervisors, eight dispatchers and sixty field technicians.
Handles all customer inquiries internal as well as external to provide customer satisfaction.
Comcast Cable Dispatch /Router Supervisor- Customer Service- Supervisor 1996 – 2010
Facilitates all training and development for customer service reps to enable prompt, effectively, positively and with empathy for the customer concern.
Trained customer service and dispatchers to answer incoming telephone calls and assist callers in an appropriate manner.
Coached representatives to established protocols for reporting client concerns.
Knowledge of Call Center Technology, PBX, Call Management Software, Call Routing basics (BSR/Avaya Advocate), IVR and CTI (Computer Telephony Integration). Understands the importance of Quality Service and how it is measured.
Handles all customer inquiries internal as well as external to provide customer satisfaction.
Experience using Microsoft Office 2008 Office Suite products (Word, Excel, and PowerPoint) such as using Word to create and modify Word documents and using Excel to create and modify spreadsheets and using PowerPoint to prepare and present PowerPoint presentations.
Very Knowledgeable in Microsoft Word, Workforce Express and Icoms, Tech Net and Excel.
Manage and prioritize large complex workloads to meet operating timelines. Communicate with the field and dispatch team members to resolve customer’s issues that cannot be resolved by customer service alone.
Supervised customer service reps that Troubleshoot customer is using various desktop tools to test and evaluate customer service issues to determine root cause of problem and decrease trouble calls.
Education
Jones International University, Centennial, CO.
Major – Business Management
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