Customer Service Representative

STACY-ANN PATTERSON

Snellville, GA *****

******************@*****.*** / 470-***-****

SUMMARY

Driven team player with a demonstrated record of success in work with people during life-threatening, dangerous and other tough situations. Proficient in emergency dispatching procedures and requirements. Also a great Customer Service Representative who will go above and beyond the calls of my duties. SKILLS

CPR and first aide certified

Able to lift up to 150 lbs

Proficient cook

Baker

EXPERIENCE

E911 Dispatcher / Dekalb County Police Department - Tucker, Georgia 04/2024 - 10/2024 Responded to E911 calls, recorded caller information and dispatched appropriate personnel. Provided pre-arrival instructions to callers in emergency situations. Monitored multiple radio frequencies for police, fire and medical emergencies. Operated a variety of computer systems to access and update records. Verified the accuracy of data entered into the computer system. Maintained contact with field units via radio or telephone to ensure their safety and status during assignments. Received requests for assistance from other agencies and relayed information as needed. Prioritized incoming calls for service based on urgency and need for response. Initiated investigations by gathering pertinent information from callers or other sources. Dispatched ambulances, fire trucks, law enforcement officers, tow trucks or other resources as required. Assessed the nature of each incident to determine the appropriate response level. Utilized mapping software to identify locations of incidents or responders. Managed large volume of incoming calls while providing timely responses. Cross-trained in other public safety positions such as police officer or firefighter dispatcher. Handled emergency phone calls calmly and obtained pertinent information with composed approach. Used radio, telephone and computer system to update first responders with new information. Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations. Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.

Took caller information, read associated computer information and documented vital details in call tracking and assignment system.

Researched vehicle, wanted and missing persons information. Advised personnel about accidents, weather conditions or other hazards. Process Associate / Genpact - Atlanta, Georgia 11/2022 - 04/2024 Conducted daily process reviews to identify areas for improvement and increased efficiency. Developed process documentation, including procedure manuals, user guides and job aids. SP

Assisted in the development of operational policies and procedures to ensure compliance with company standards.

Performed data entry tasks to update customer records and maintain accuracy of information. Monitored performance metrics to measure process effectiveness and suggest modifications as needed. Coordinated workflow between departments by providing timely updates on project statuses. Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.

Maintained accurate records of all transactions related to processes in accordance with company guidelines. Warehouse Worker / Amazon - Braselton, Georgia 09/2020 - 11/2022 Maintained stock levels in accordance with company policies. Received and tracked incoming inventory shipments. Organized warehouse space for efficient storage of products. Loaded and unloaded trucks with hand-trucks, pallet jacks, and forklifts. Operated scanners, computers, and other equipment to track orders. Packaged items carefully using protective materials like bubble wrap or foam sheets. Inspected damaged goods prior to disposal or return to vendor. Ensured safety protocols were followed at all times while operating machinery. Maintained a clean work area by sweeping, mopping, dusting shelves. Followed established guidelines for picking orders accurately. Used pallet jacks to move items to and from warehouse locations. Staged and sorted multiple types of products for loading. Assisted in packaging and labeling of products for shipment. Caregiver / Private home - Loganville, USA 10/2017 - 09/2018 Assisted a couple husband and wife ages 78 & 85 with daily routines of bathing, feeding, clothing, meal preparation breakfast lunch and supper

Medication intake

Linen change, transfer from bed to chairs and repositioning..laundry Assisted mother age 91 daughter age 72 with daily needs including personal hygiene, dressing, turning position

(daughter), linen change, laundry, transferring from bed to chairs (both) Oversaw resident schedules consisting of exercise routines, doctors appointments, medication intakes, daily activities such as games, movies, sewing and baking. House keeping, meal preparation and little errands. Caregiver / The dillmans (private home) - Covington, USA 01/2016 - 09/2017 06/2013 - 01/2016

Sales representative/team leader / Global outsourcing telecommunications - Montego Bay, Jamaica Sold trackers for trucking companies and other companies that have large fleets of vehicles. Collecting customers feedbacks with problems on devices Assigned technical support to issues beyond our control. Have a sales target of 100% on a monthly basis.

Cross-trained over 25 agents within 3yrs

Sales representative / NARS National Asset Recoveries - Montego Bay, Jamaica 09/2010 - 06/2013 Sold gym membership for 24hr fitness..renew old memberships, resolved customers problems with adding multiple peoples to membership, updating informations on account. Hit monthly targets on a regular basis

Address customers service inquiries in a timely and accurate fashion Give accurate and appropriate information to answer questions Troubleshoot issues and resolve complaints

Hit a monthly goal of 45 sales and customer satisfaction rating of 90% within a six (6) month period Sales rep / Strobe technology and telecommunications - Montego Bay, Jamaica 08/2006 - 03/2009 Cashier/Customer service rep / Cool Oasis Service station - Montego Bay, Jamaica 03/2004 - 08/2006 Assisted customers with their items purchased, keep work area cleaned and restock shelves with goods for daily purchases

Inventories

EDUCATION AND TRAINING

Certificate : Medical Assisting 05/2023

UEI College - Stone Mountain, GA

GED 05/2022

Technical College System of Georgia - Atlanta, GA

Herbert Morrison technical high 01/2002

Herbert Morrison technical high

None

Mt.Salem Primary and Junior High school 01/1999

Mt.Salem Primary and Junior High school

None

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