Customer Service Representative, Dispatcher

Mia K. Dorsey

302-***-**** *******@*****.***

An enthusiastic and energetic professional with experience and knowledge, which includes but is not limited to: customer service, clerical work, retail and banking. My vast experience will also depict the aptitude to provide exceptional service, as well as the dedication and commitment to performance and resolution. My goal is to succeed as a vital asset to an organization or company. WORK EXPERIENCE:

Fulfillment Center Associate

Amazon- Wilmington, DE

October 2021 to Present

View prompts on screens and follow the direction for some tasks. Receive and put away inventory. Use scanners to read bar codes on products. Troubleshoot problems to ensure product meets quality requirements.

Dispatcher

AAA Club Alliance- Newark, DE

February 2020 to September 2021

Dispatch roadside assistance requests in a timely manner to service providers using a variety of communication channels. Engage with AAA members by providing an exceptional customer experience. Communicate to service providers the pertinent information needed to provide timely assistance to AAA members. Effectively utilize computer systems such as SAP for scheduling, tracking, information gathering, and/or troubleshooting. Prioritize service requests based on various criteria (safety, weather, traffic, etc.) to ensure police and other emergency calls are handled within established timeframes. Monitor the progression of roadside assistance requests and ensure documentation is thorough and accurate. Participate in the resolution of service issues and member complaints. Processor- Citibank

Adecco- Newark, DE

November 2019 to February 2020

Accurately process applications and checks, using expert computer skills, with productivity quality standards to meet in the following areas:

MAILROOM: Sorting, scanning and delivering mail to the appropriate area. BATCHING: Opening envelopes, removing applications, checks and other documents. Responsible for accurately calculating required fees as well as validating information with some decision making. SCANNING: Properly scanning documents and checks, while reviewing images to ensure exceptional quality.

DATA ENTRY: Alpha and numeric keying at a minimum of 8500 ksph with 90% accuracy with the expectation of increasing both speed and accuracy over time. DISPATCH: Very detail-oriented area and final step in processing. Includes various reconcilements and verifications. Identifying potential problems with applications and escalating to management when appropriate.

Fraud Analyst II- Bank of America

Randstad – Newark, DE

February 2019 to June 2019

Reviewed customer credit card accounts for the prevention and detection of possible fraud. Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type. Completed inbound credit card calls and took the appropriate action based on transaction characteristics of greater complexity. Assessed the level of risk and made decisions which directly impacted the customer experience and risk to client. Reviewed and analyzed accounts and customer situations that differentiated treatment or specialized resolution. Employment Gap: April 2018 to January 2019- Caretaker for terminally ill parent Mortgage Coordinator Supervisor- USAA

Teleperformance - Richmond, VA

March 2016 to March 2018

• Managed 12-17 agents: Coached and reviewed incoming calls, constructed and presented Powerpoint worksheets which demonstrated a weekly synopsis of attendance, error reports & other vital statistics.

• Operated as Mortgage Coordinator for USAA: Received an average of 600 incoming calls per week. Gathered information from members, initiating the prequalification process for new mortgage applications and refinance options. Registered members for information, regarding assistance from a trusted real estate agent through the Real Estate Rewards Network. Processed information and provided preliminary options and advice to new and existing members.

• Operated as Web Customer Support for USAA- Received an average of 800 incoming calls per week. Registered members to online accounts and assisted members with unlocking online accounts by resetting passwords and pin numbers.

• Blue Diamond Club - 2nd Quarter 2016

• Employee of the Month - January 2017

Service Experience Representative

Nordstrom Rack - Livingston, NJ

August 2014 to January 2016

• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 300 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

• Assisted company in attaining the highest customer service ratings (as determined by external auditors)

- earning 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Registered customers with the merchandise rewards programs (credit or debit cards) provided by the company.

• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Assistant Manager

Krueger Court Massage Therapy - Montclair, NJ

January 2009 to January 2014

• Supported manager in performing management functions such as staffing, training and expanding business plans.

• Designed and coordinated training programs for employees in order to enhance work efficiency; conducted training sessions and workshops to improve the workforce and productivity of the business

• Assisted the manager in recruiting diligent professionals, committed to high principles of service and performance.

• Hands-on experience in giving information and registering clients

• Prepared and cleaned treatment rooms, shared laundry and general housekeeping duties with other staff members.

• Maintained a sufficient record of office supplies and provided word -processing and clerical support. EDUCATION:

Essex County College - Newark, NJ – 2014

National HealthCareer Association - East Orange, NJ – 2003 Northward Center Business Training Institute - Newark, NJ- 1998 Our Lady of Good Counsel High School - Newark, NJ- 1995

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