Customer Service High School
Resume:
Philisa Woods
Wake Forest, NC *****
(Available Remote)
Skill Matrix:
Skills
Years Of Experience
Dispatch
12
Sales
6
Customer Service
28
Salesforce
4
MS Excel
12
Summary:
●Results-driven and detail-oriented professional with over 10 years of experience in dispatching, customer service, and sales coordination.
●Proven ability to manage complex scheduling and service appointment processes while effectively communicating with cross-functional teams and customers.
●Proficient in Salesforce, Microsoft Excel, and various dispatching software, with a strong track record of enhancing operational efficiency and customer satisfaction.
●Recognized for exceptional problem-solving skills, organizational abilities, and a high sense of urgency in fast-paced environments.
Skills:
●DocuSign
●Salesforce
●Customer service
●Avaya Phone system
●Sales
●Power BI
●Dispatch
●Cisco software
●Scheduling
●Work orders
●Forecasting
●Report creation and maintenance
●Cold calling
●Leadership
●SharePoint
●DocuSign
●Windows
●Telemarketing
●Accounting
●Microsoft Excel
●Communication skills
●Computer skills
●Account management
●Organizational skills
●Microsoft Word
●Microsoft Outlook
MS Excel
Education Details:
BS in Theology 2024
Faiths in action bible college -Garner NC
High School Diploma 1988 to June 1991
Wake Forest-Rolesville High School - Wake Forest, NC August
Professional Experience:
Dispatcher 1
LUMEN Formely Centurylink-Wake Forest, NC
August 2024 to Present
●Voice Repair- Creating trouble tickets for phone and internet issues
●Trouble shooting and teaching customers to check nid before sending tech out
●Working directly with Customers for repair issues
●Dispatcher/Load Control Specialist
●Used Excel to create daily reports and created excel sheets for maintaining Schedule reports.
●Utilized Salesforce to create, manage, and maintain customer service records, ensuring accurate documentation and tracking of service contracts, work orders, and customer interactions.
●Getting morning load out which includes (changing past due orders or trouble tickets to current date, Access Cares/Circuit Troubles, Alarms, extending techs schedules
●Making changes to technicians’ schedules (moving work to or from techs)
●Directly handling Orders with Customer Service/NOHD
●Utilized Salesforce to Dispatch calls and schedule create, manage, and maintain customer service records, ensuring accurate documentation and tracking of service contracts, work orders, and customer interactions.
●Creating Patterns for Outages
●Creating trouble tickets for Technicians
●Scheduling Orders behind technicians for Prism TV and Running Forecasts
●Working closely with Area Plant Supervisors to load and move jobs behind Techs
●Nibs-Working closely with Business Techs loading work and creating tickets for them
●Callout- Calling a tech out on Weekends/Holidays
●Avaya Phone System more pay
●Voice Repair- Creating trouble tickets for phone and internet issues. Trouble shooting and teaching customers to check nid before sending tech out. Working directly with Customers for repair issues
●Dispatcher/Load Control Specialist /Dispatcher 1
●Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
●Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
●Closely monitored dispatch board to triage and prioritize over daily calls Work directly with field and technicians only
●Making sure techs have started their work day. Reschedule any past due jobs
●Closely watching Gantt chart to see technicians progress. Load calls with Forecasting and SRO's
●Monitored flow of paperwork and directed information to appropriate departments.
●Evaluated and adjusted over routes based on daily needs, available workers, traffic hazards and weather conditions.
●Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Customer Service Representative
Suburban Propane - Rolesville, NC
August 2023 to August 2024
●Creating Service Contracts through SCO Scheduling Work Orders
●Scheduling Quotes and Site Inspections Scheduling deliveries
●Worked Front Desk
●Taking Payments through Cash, Credit Card, Check, Echeck, Running Credr Excel Reports-Cash Receipts
●Answering inbound and making outbound calls
Residential Base Specialist Promoted to Residential Complex Specialist
Duke Energy - 100% Remote
February 2023 to August 2023
●Electric Emergency/Outage/Trouble Area Light / Outside Light Repair Emergency/Priority Calls
●Medically Essential/Sensitive Customers Outage Alerts Outage (Simple)
●Outage for Major Accounts Part Power, Power Quality
●Agency Commitment Inquiries Agency Commitments Balance Inquiry
●AutoPay Budget Billing High Bill
●Late Payment Charges Non-pay Disconnect Rates
●Reconnection Rate Changes Reconnection
●Created and maintained dispatch and schedule reports using Excel sheets.
●Paperless Billing Installment Plans Refunds
●Deferred Disconnection Due Date Extention Pick your due date Return Checks
●Can discuss, but not waive. Separation of Service Fixed Bill
●SpeedPay Payments Switching Suppliers N/A Miscellaneous Adjustments
●Misapplied/Misposted Payments Bankruptcy
●Pre-Paid Advantage Respond to billing inquiries. Respond to billing inquiries
●Residential Solutions/Sales Winter Rule, Deceased Customers
●Multiple Duplicate Bill Requests Electric Emergency/Outage/Trouble Billing & Credit
●Can recognize agency commitments on accounts and advise customers of agencies in their area.
Customer Service Representative 1
Cort-Raleigh, NC
June 2022 to November 2022
●Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
●Provided primary customer support to internal and external customers.
●Clarified customer issues and determined root cause of problems to resolve product or service complaints.
●Responded to customer requests for products, services and company information.
●Updated account information to maintain customer records.
●Recommended products to customers, thoroughly explaining details.
●Collected and analyzed customer information to prepare product or service reports.
●Answered product and service questions, suggesting other offerings to attract potential customers.
●Answered customer telephone calls promptly to avoid on-hold wait times.
●Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
●Processed customer adjustments to maintain financial accounts.
●Investigated and resolved customer inquiries and complaints quickly.
●Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
●Delivered excellent customer service, resulting in consistent customer satisfaction rating.
●Met customer call guidelines for service levels, handle time and productivity.
●Promoted available products and services to customers during service, account management and order calls. Processed invoices each weeks and mailed documentation to clients.
●Promptly responded to inquiries and requests from prospective customers.
●Validated paperwork
●Handled inbound calls for customers in fast-paced setting in coordination with solid team of customer service associates.
●Investigated and resolved accounting, service and delivery concerns.
●Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
●Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
●Salesforce, Credit approvals, Various lease types, International reviews
●LTA- Lease Term Adjustments, LTF-Lease Term Fulfillment and MLA- master lease agreements
●National accounts, Global accounts, Retail Accounts, Sending Invoices
●Used excel to create the assignment sheets.
●Utilized excel sheets to maintain schedule and dispatch reports.
●CPP-Waiver add/removal, COI forms (Copy of Insurance)
●Re-rates, Rental Adjustments, Late Fee ( turn on/off)
●Cisco IP phone system, Docusign, Credit Apps, Credit decisions, Barcodes, Sus, IDOLS
●Bill Details, Lease changes, Rental conversions, Credit card/debit card payments
●Pin pad, Pin pad audit, Credit Hold, Tax removal
●PO- purchase order, Maintenance worksheets
Dispatcher 1
LUMEN Formely Centurylink-Wake Forest, NC
September 2010 to June 2022
●Voice Repair- Creating trouble tickets for phone and internet issues
●Trouble shooting and teaching customers to check nid before sending tech out
●Working directly with Customers for repair issues
●Dispatcher/Load Control Specialist
●Created assignment sheets using Excel.
●Created and Maintained schedule reports using excel.
●Getting morning load out which includes (changing past due orders or trouble tickets to current date, Access Cares/Circuit Troubles, Alarms, extending techs schedules
●Making changes to technicians’ schedules (moving work to or from techs)
●Directly handling Orders with Customer Service/NOHD
●Creating Patterns for Outages
●Creating trouble tickets for Technicians
●Scheduling Orders behind technicians for Prism TV and Running Forecasts
●Working closely with Area Plant Supervisors to load and move jobs behind Techs
●Nibs-Working closely with Business Techs loading work and creating tickets for them
●Callout- Calling a tech out on Weekends/Holidays. Used Avaya Phone System more pay
●Voice Repair- Creating trouble tickets for phone and internet issues. Trouble shooting and teaching customers to check nid before sending tech out. Working directly with Customers for repair issues
●Dispatcher/Load Control Specialist /Dispatcher 1
●Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
●Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
●Closely monitored dispatch board to triage and prioritize over daily calls Work directly with field and technicians only. Making sure techs have started their work day
●Reschedule any past due jobs
●Closely watching Gantt chart to see technicians progress. Load calls with Forecasting and SRO's
●Monitored flow of paperwork and directed information to appropriate departments.
●Evaluated and adjusted over routes based on daily needs, available workers, traffic hazards and weather conditions.
●Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Outside Sales / Telemarketing
CMH Enterprises, INC
March 1997 to April 2002
●Using leads to find customers Lucent Technologies
●Tracked sales activities and generated analytical reports using Salesforce to provide insights on customer engagement and service performance, ultimately improving operational efficiency.
●Accurately collecting Data for weekly Attendance Handling 4-Line, Phone System
●Created daily reports using Excel Sheets.
●Handling Third-Party Verifications Outbound Call Center
●Setting appointments for Lucent Technologies to sell Phone Systems Setting appointments for Gray & Creech Water systems
●Selling Credit Card Protection Plans for First USA and Bank One Selling long Distance for Sprint and Intermedia Communications Processing applications for Worldcom Wireless for new cellular service
Customer Service Representative
TELEXL-Wake Forest
October 2000 to October 2000
●Inbound/Outbound Call Center.
●Nortel Phone System/Transferring calls to other Agents
●Setting appointments for doctors to attend Symposiums. Handling calls for ConAgra Beef Company for Beef Recall
OL/Area Light (Connect/Disconnect) AMI-OPT Out
●Load Management Program Power Manager-DEC, EnergyWise DE Connections
●Cut In Error/Taken Down in Error/Set in Error Web Portal Admin Calls
●Customer Inquiries Claims, BPEMs. Escalated Calls Interpreter Calls
●Recognize Relationships on an account assist persons named on the account-Authorized Users
●Set up Relationships Scams. Tree Trimming Requests Drop/Reattach Service Construction
●Yard Restoration (Duke caused damage) Non-Hazardous Pole Related
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