Dispatcher

MarSena Graves

*** ********* **

Fayetteville, NC 28314

910-***-****

**********@*****.***

OBJECTIVE

To obtain the open position for customer service representative to utilize my skills, knowledge, and previous experience to grow within the organization.

SUMMARY OF QUALIFICATIONS

Previous youth and after school care background within a school or recreational environment along with over 10 years of customer service experience, exceptional organizational and managerial skills and strong ability to adjust to new challenges. EDUCATION

ECPI, Virginia Beach, Virginia

Associate Degree of Computer Science (2001)

EXPERIENCE

Papa,Remote (2021-2023)

Inbound Member Engagement

• Receive inbound calls from members

• Schedule visits for active members and respond to all concerns

• Assist Pal with inquiries, pay disputes and technical assistance

• Maintain an above 90% call coaching

• Constant communication with team members and team leaders via chat

• Utilize Admin,Slack, Sidekick, Outlook,Google doc and Five-9 phone system AvalonBay Communities, Virginia Beach, Virginia (2012-Present) Loss Mitigation Specialist lll

• Responsible for processing security deposits by required state deadlines

• Maintain weekly tracking spreadsheet to complete refunds in a timely manner

• Correspond regularly with community managers to verify damage charges applied to resident accounts

• Verifying and researching invoices through OPS Technology, Conservice utility for accurate billing

• Responsible for handling inbound/outbound calls for residents and community offices assisting with rent collection, delinquency reconciliation, billing questions and invoice processing

• Maintain adherence via Verint program and necessary quality assurance scores required by management

• Other include data entry, filing, faxing, emailing customers, processing verifications of rent while maintaining confidential customer information

• Inventory Management

• Assign daily workload

• Audit statement of deposit workload for new hires

• Respond to escalated calls

• Audit previous day workload

• Escalation queue

• Support Line

Fayetteville Christian School, Fayetteville, NC (2023-present) After School Care

• Assist kids entering the program area

• Monitor snacks and restroom time

• Oversee playground activities and outside play area

• Clean program area: sweep, wipe down tables, take out trash, put away outside toys Ryla, (2001-2011)

Workforce Management

• Respond to attendance on phone lines

• Communicate with Workforce Command Center

• Generate reports for administration

• Coordinate training sessions

• Duties included data entry, filing, faxing, emailing, and maintaining confidential customer and employee information. City of Virginia Beach Parks and Recreation, Virginia Beach, VA (2006- 2012) Operations Assistant

• Monitoring program areas, youth game room, weight room and gym

• Assist patrons with questions concerning facility activities

• Maintain an activity log of requested sports

• Respond to phone calls from the community

• Respond and assist to First Aid incidents

.SKILLS

• Strong organizational and multi-tasking skills

• Proficient in computer skills with Microsoft Office, Lotus Notes 1-2-3, Word, PowerPoint, Excel, Access and Outlook

• Previous QA experience in a call center with 20 years customer services experience.

• Excellent written and verbal communications skills

• Experience with MRI, OPS Technology, Salesforce, and Lotus Notes

• Trained in Fair Housing practices and Americans with Disabilities Act

• Mandt Training

VOLUNTEER SERVICE

Big Brothers Big Sisters, Big Sister to a Little Sister Mentor (2005-2006) Seton House Shelter (mentor) 2013

REFERENCES

Available upon request

Contact this candidate