Customer Service Brooklyn Park

Toni Derricott

Dedicated in Sales, Customer Service & Dispatcher Professional

Brooklyn Park, MD 21225

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

+1-443-***-****

Professional Summary

Superb leadership in Sales, Customer Service, Dispatcher, and Administration. Strong interpersonal and organizational skills with a keen ability to multitask a variety of challenges and responsibilities. An extensive background in Customer

Service and Sales with the dedication to handle many situations. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Dispatcher

PMS Parking @BWI-Linthicum Heights, MD

September 2024 to Present

• Maintained accurate records of all incoming calls, incidents, and actions taken for future reference

• Monitored security cameras and alarm systems to detect any suspicious activity or potential threats

• Responded promptly to inquiries from employees, visitors, and contractors regarding security procedures and protocols

• Implemented an efficient communication system between security personnel using two-way radios or other devices

Lead Dispatcher

Horizon Services, Inc.-Windsor Mill, MD

April 2023 to January 2025

• Managed a team of 9 dispatchers, overseeing their daily activities and ensuring efficient operations

• Coordinated with drivers, technicians, and other personnel to schedule and assign work orders based on priority and availability

• Monitored real-time GPS tracking systems to track the location of vehicles and ensure timely delivery of goods or services

• Conducted regular performance evaluations for dispatchers, identifying areas for improvement and providing training opportunities

• Served as the main point of contact for customers regarding inquiries, complaints, or requests for updates on service status

Dispatcher

Supreme Service Today-Halethorpe, MD

February 2019 to February 2023

• Manage customer phone calls and organize service calls for HVAC, Plumbing, Warranty technicians.

• Move efficiently from scheduling appointments for parts.

• Trained CSRs for scheduling and information gathering.

• Oversee HVAC Technicians' work and direct them to jobs that require attention. Updated SPIFFs for CSRs and technicians

• Route technicians according to level of skill and availability.

• Stayed in connection with the online scheduling system. Worked on-call shifts and monitored the CSRs work load and making sure each technician had the right call for the right tech.

• Outbound members to schedule tune ups and membership renewals. Family Service Counselor Sales Manager

StoneMor Partners-Suitland, MD

January 2016 to December 2020

• Maintained refresher training for the sales counselors by role playing, Zoom, etc.

• Maintained the CRM for new leads for counselors and followed-up on current leads

• Assisted customers in purchasing burial essentials products and services.

• Provided customer with immediate concerns and addressing the issues promptly Administrative Assistant Office Manager

A-1 Roofing’s Kanga Roof-Baltimore, MD

January 2006 to December 2015

• Worked directly with six roofing technicians and coordinated their schedules and payroll

• Accounts Payable and Receivable, Generating Invoices

• Used Quickbooks, MS Word, Excel, Powerpoint, Access, Salesforce

• Typed correspondence with customers via emails and other documents as requested

• Acted as front line for customer service: Answered phones, scheduled estimate and repair dates, and handled customer concerns

• Proficient with all office management duties and equipment; fax, copier, multi-line phone, etc. Customer Account Executive

Comcast Cable-White Marsh, MD

January 2004 to December 2006

• Assisted customers with billing issues, setting up payment plans and processed payments

• Maintained company upgrade and sell-in goals and sales quotas

• Scheduled appointments for repairs and new installations Education

Associate's degree in Interdisciplinary Studies

Norfolk State University - Norfolk, VA

1996 to 2001

Skills

• QuickBooks

• Microsoft Outlook (10+ years)

• Planning and Scheduling (6 years)

• Payroll (7 years)

• Microsoft Word

• Dog handler (7 years)

• Service Titan (9 years)

• Sales Management (3 years)

• Computer literacy Proficient (10+ years)

• Presentation Skills (5 years)

• Microsoft Office (10+ years)

• Salesforce (5 years)

• CRM Software (9 years)

• Transcription (5 years)

• Google Suite

• Social media management

• Light dog grooming (6 years)

• MS Word (10+ years)

• Slack

• Grief Counseling (7 years)

• Logistics Delivery Driver - Amazon (4 years)

• Written Communication (10+ years)

• Account management (10+ years)

• Microsoft Excel

• Dispatching (4 years)

• Google Docs

• Office/Administrative Management (7 years)

• Live chat

• Supervising experience

• Purchasing (Coupa) (2 years)

• MS Excel (10+ years)

• Internet Researcher/Resourceful (10+ years)

• Customer support

• Dealership experience

• Microsoft Powerpoint (10+ years)

• Account Management (Billing) (3 years)

• Communication skills

• Sales (10+ years)

• B2B sales

Languages

• English - Expert

Certifications and Licenses

Licensed Family Service Counselor

Present

Licensed by Maryland Department of Labor/Cemetery of Oversight Notary Public

Present

CPR Certification

Driver's License

Contact this candidate