Customer Support Operations
Resume:
JASON TURNER
Hurst, TX *6053
*************@*****.***
Objective: Utilizing my experience as a leader, I plan on progressing, being an asset, and therefore achieving my fullest potential in a challenging work environment.
Work Experience:
4/19 -current - Arise Platform - WFH
Emergency Roadside Dispatch Agent
•Assist customers in getting roadside assistance in emergency situations
•Provide support for drivers and compensation of completed jobs
•Inbound calls for support for State Farm and other contracted companys in customer support.
•Transferrings calls to correct contracted insurance provider
•Documenting all calls and driver notes with customer detailed information regarding the jobs.
•Accepting payment information over the phone for uncovered charges per service
•Negotiate charges for extra work completed by drivers
•Dispatch the fastest ETA and lowest cost that meets the clients rate and best eta for the customer.
•Assist supervistors in completing escalated cases to closure.
Work Experience:
7/11 – 4/22 Mastec Advanced Technologies Coppell, TX
Operations Support Cellular Sprint Dispatch Agent
•Completion of daily reports via spread sheets utilizing time trade and providing strategic management of tasks
•Assisted field via text messaging and emails.
•Coach and develop agents on immediate process implementations, modifications and metric impacting developments
•Management of closing procedures and dispatching next day assignments to experts as assigned by the field
•Management of experts as they complete experiences on a real time setting
•Resolved field escalations by phone or email
•Complete post calls and surveys on the quality of service for the technicians.
•Coached and developed technicians on the procedures of time management while in the field.
Dispatch Customer Service Lead
•Completion of daily reports via spread sheets utilizing Siebel providing strategic management of tasks
•Coach and develop agents on immediate process implementations, modifications and metric impacting developments
•Delegate agent assignments to assure best region coverage opportunities
•Assisting agents in managing technician work activities for the day.
•Subject matter expert regarding use of FS Scheduler and process adherence
•Queue management, gating agents for skill sets to support progressive service levels
•Assisted field via chats and emails using InContact
•Resolved customer, field and agent escalations by phone, email or chat
•Monitor Management Distribution for special projects
•Management of opening and closing procedures
•Recognize and submit ticketing for system syncing issues, outages or service impacting occurrence.
Customer Care Activations Agent
•Supported field by activating line items
•Advised field of receiver compatibility for successful service completion
•Technical support for the field in closing activities - sent signals to receivers
Seibel Administration Team
•Built field technicians profiles, skill sets, start locations and scheduled work hours
•Created second technician profile for traveling technician to assure correct scheduling forecasting
•Placed Field exceptions on technicians to advise of non-availability
Completion Assurance Team
•Answered inbound technician calls for work order status changes
•Noted activities supporting reason for non-completion
Field Service Request Team
•Worked to completion customer email request to resolution
•Escalated issues to the appropriate department to support customer expectations
•Utilized soft skills on customer calls to insure issue was resolved in a timely matter
Education:
1998- 2000 Navarro Junior College (Business Management)
1994 - 1997 W.T. White High School (Diploma)
Skills:
Proficient Excel, Microsoft Word and Microsoft Outlook
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