Customer Service Quality Assurance
Resume:
Terry Wilson
Knoxville, TN *****
***********@*****.***
Professional Summary
To obtain a position in the field of Customer Service Management Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Dispatcher/Customer Service/Supervisor
Averritt Express-Knoxville, TN
January 2024 to Present
• Oversee routes assigned to all drivers
• Process all delivery/pickup receipts
• Performed all closing duties at end of shift
• Unloaded and loaded freight using forklift and pallet jack
• Picked and packed items for outgoing deliveries
Dispatch Supervisor
Crothell Healthcare-Knoxville, TN
April 2021 to December 2023
• Handles incoming outgoing calls with medical facilities regarding patient admissions, transport, & treatment
• Oversees and facilitates organized hospital patient testing, surgeries, procedures, and Imaging including MRI, CT, and X-ray.
• Dispatched patient transport tasks for various healthcare systems
• Generated shift reports summarizing daily dispatch metrics and statistics CSR Supervisor
IGT Solutions-Knoxville, TN
May 2019 to February 2021
• Managed various types of inbound and outbound calls for roadside assistance, dispatch, and supervisor follow-up
• Successfully navigated multiple software programs including VMware, Avaya Phone Systems, and Wex Payment Systems
• Attended numerous Professional Development trainings and weekly team meetings to develop and review company procedures, routines, and guidelines
• Received commendations for daily attendance and quality assurance. Enrollment Specialist
K12 Online Public School-Alcoa, TN
August 2014 to April 2019
• Handled over 150 inbound/ outbound calls daily with prospective and current home-school education clients
• Fielded customer questions, comments, and complaints, processed student enrollments, and handled payments for online public school
• Managed various operating systems including Sales Force, Total View and Payment Processing Systems Escalation Supervisor
Sprint PCS Mobile Solutions-Knoxville, TN
June 2010 to August 2014
• Answered inbound calls regarding new service plans, taking payments, and technical or service issues for cellular phone service company
• Handled and resolved customer grievances, disputes,and criticisms on a managerial level
• Trained quarterly on new devices, services, and policies and used these skills to offer the customer an overall better experience with the company
Water Delivery Driver/Customer Service
Rainbow Springs-Tuscaloosa
January 2005 to June 2010
Education
Associate's degree in Hospitality Management
Shelton State Community College - Tuscaloosa, AL
August 1995 to December 1997
Advanced Academic Diploma
Tuscaloosa County High School - Northport, AL
August 1990 to May 1994
Skills
• Technical support
• Quality control
• Direct sales
• Negotiation
• Quality assurance
• Hotel/Restaurant Hospitality (5 years)
• Quality assurance
• Software troubleshooting
• Live chat
• Direct sales
• Order management system
• Inside sales
• VMWare
• Help desk
• Outside sales
• VMWare
• Sales
• Outbound calling
• Help Desk
• Windows
• Logistics
• Sales
• B2B sales
• Retail sales
• Customer service
• Microsoft Office
• Salesforce
• iOS
• Windows
• Google Suite
• Manufacturing
• Analysis skills
• Outbound sales
• Dispatching
• CRM software
• CRM software
• Forklift
• Live chat
• Operating Systems
• Analysis skills
• 10 key typing
• Order entry
• Assembly
• Technical Support
• Quality control
Certifications and Licenses
Driver's License
Property & Casualty License
Forklift Certification
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