Customer Service Project Coordinator

Professional Summary:

Innovative, results oriented professional with several years of experience and a passion for building relationships and exceeding client and management expectations. Proven success in the areas of project management, customer service, property, and people management. Strong skills in team building, communication, and presentation, as well as client relations and account management.

Experience:

Coleman Worldwide Movers, Jessup MD

Dispatcher Operations Supervisor 12/2020 - Present

Resolve customer complaints and answer customers questions regarding policies and procedures

Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems

Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes

Implement corporate and departmental policies, procedures, and service standards in conjunction with management

Discuss job performance problems with employees to identify causes and issues and to work on resolving problems

Train and instruct employees in job duties and company policies or arrange for training to be provided

Evaluate employees job performance and conformance to regulations and recommend appropriate personnel action

Dispatcher Coordinator 06/2020 – 12/2020

Worked together with drivers, dispatchers and management to create the most effective delivery routes and delivery schedules to maximize driver efficiency

Participated in feedback sessions with management to improve service level performance at customer sites, including high incidence

Utilized systems to assign work, reassign work or balance work ensuring drivers and helpers are completing the assigned task

Recommended to management any improvements in procedures to improve the customer service

Worked with divers to establish and monitor productivity and safety targets

Addressed customer issues and/or provided resolution to problems that were within the scope of work

Monitored the workflow and captured and drove improvements to ensure optimal workflow

Instacart Virtual 01/2016-06/2020

Personal Shopper

Served customers with knowledgeable, friendly support throughout the shopping experience

Conferred with customers to understand their needs and make targeted suggestions

Worked productively with customers to meet order requirements service expectations

Recommend added merchandize to customers in order to upsell

Delivered items to customers on desired schedules by managing time efficiently and planning effective routes

Comcast Silver Spring, MD 04/2008 – 06/2012

Sales / Customer Account Executive

Worked within an assigned residential territory to sell and promote the full range of products with focus on video, high-speed Internet, phone and home services

Communicated and develop rapport with customers, presented, promoted and soled products/services using solid arguments to existing and prospective customers

Seek out potential new customers and upgrade existing customer's services

Sold additional services by recognizing opportunities to up-sell accounts and explaining new features

Strived to exceed overall performance goals of the organization

Continental Surfaces Landover, MD 09/2005 – 04/2008

Project Coordinator

Worked with internal and external parties to organize the various components needed to initiate, run and conclude major projects

Scheduled and supervised all jobs in progress from start to finish

Selected and assigned the most qualified sub-contractor for the job

Identified special requirements in the job and communicated to the sub-contractor

Coordinated schedules and activities, place orders for supplies and services, and track progress and results

Developed and implemented recruitment strategies in conjunction with the HR Department

Inspected and monitored work of sub-contractors to ensure that the quality and workmanship met standards

Scheduled the job with the customer and resolved customer service disputes

Conducted customer post calls and settled customer issues

Fitzgerald Properties Mclean, VA 02/2003 – 09/2005

Property Leasing Manager

Managed employees and all facets of leasing operation and maintenance operations of various units.

Negotiated individual leasing contracts to facilitate 100% occupancy

Prepared leasing paperwork and directed full scale property readiness process from tenant move-in to move

Ran background checks on potential tenants to evaluate their credit status and criminal records to determine eligible occupancy as well as oversaw the processing and approval of client applications and lease documents

Managed the hiring and on-the-job training of leasing recruits to bring them up-to-speed on work activities

Maintained contact with lessees during their tenancy period to oversee their welfare and help resolve property issues

Supervised maintenance and repair of buildings, equipment and grounds, to include electrical, plumbing, carpentry, roofing, and concrete work as needed

Developed and implemented policies necessary for improving the profitability and efficiency of a leasing department

Skills:

•Strong attention to detail and comfort with technology including Microsoft Office, specifically Excel; superior expertise with routing and/or dispatching through Move Star Moving Shipping System

•Impeccable communication skills and team leadership abilities

•Analytical thinker with strong customer and vendor relations collaboration

•Strong problem-solving skills with the ability to work in a team environment and able to handle high stress situations professionally and to calm other people during rapidly changing circumstances

Education:

•Customer Service Training Comcast 2008

•Various leasing/management training seminars 2005

•University of the District of Columbia, Urban Studies (65 Credits) 1998

•Archbishop Carroll High School, Washington, DC 1981

References: Available upon request

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