Customer Service Specialist
Resume:
Angelette Delaney
Richmond, VA *****
*********@*****.***
Professional Summary
Service Associate and Customer Service Specialist Escalation Lead. Demonstrated expertise in handling customer complaints, training staff, and managing key accounts. With more than 35 years in the workforce I have acquired many skills and certifications including BLS, nonviolent intervention, medication aide and I have had my CDL with passenger endorsements. Seeking role that will allow me to use my many skills to grow bringing strong communication skills, defensive driving, patient care, logistics and forecasting and proficiency in CRM systems. Service Associate and Customer Service Specialist Escalation Lead. Demonstrated expertise in handling customer complaints, training staff, and managing key accounts Work Experience
Paratransit Driver/dispatcher
WeDriveU-Richmond, VA
March 2025 to Present
1. Provides safe and reliable transportation service to passengers by operating paratransit vans with changing route.
2. Reports any maintenance problems to Maintenance in accordance with Company procedure and does not operate an unsafe vehicle.
3. Reports to duty on time and maintains assigned route on time but in a safe manner 4. Physically assists passengers in entering and exiting the vehicle including evacuation of the vehicle in case of emergency.
5. Completes all required paperwork (including route change sheets, time cards, vehicle repair requests) and submits to the appropriate authority in a timely manner. Residential Aide
Pinnacle Treatment Centers-Richmond, VA
March 2024 to Present
• Be an active participant as part of the treatment team, providing continuous patient care, supervision, and interaction.
• Demonstrate a positive, empathetic, and professional attitude towards patients and teammates always. When patient needs are not met, acknowledge and work to resolve concerns.
• Act as a role model by applying de-escalation techniques, using active listening skills, using appropriate tone and volume of voice, providing a high frequency and variety of positive reinforcements, maintaining appropriate boundaries, and promoting a positive culture.
• Assist in monitoring and maintaining the safety and security of the patients and the facility in collaboration with teammates.
• Recognize that patient safety is a top priority by conducting safety checks, ensuring these checks are conducted at intervals in accordance with individualized supervision guidelines (e.g., 15-minute checks, 1-hour checks, etc.).
• Document in patient records timely, accurately, and appropriately. Seasonal Support Driver
UPS-Richmond, VA
November 2023 to January 2025
1. season support driver will navigate the streets, deliver packages 2. embrace the hustle and bustle of the busiest time of the year 3. Rescue other drivers to assure packages meet delivery guidelines and drivers are not out making deliveries after dark
Dispatcher (Remote)
COMCAST, XFINITY-Richmond, VA
May 2015 to April 2024
• Reviews and adjusts logistical plans based on route analysis, weather conditions, and daily traffic to ensure service requirements are met.
• Leverages various software systems to streamline scheduling and movement planning.
• Facilitates efficient delivery scheduling through consistent communication with customers, vendors, and internal teams.
• Coordinates and tracks comprehensive logistical documentation, ensuring current, past, and future material movement is accurately recorded.
Mental Health Technician
CJW TUCKER PAVILLION-Richmond, VA
July 2006 to April 2014
• Conducted thorough patient evaluations and assessments, developing and implementing effective treatment plans and discharge strategies.
• Orchestrated and facilitated group therapeutic activities, fostering patient engagement and mental health progress.
• Monitored and documented patient's physical and emotional well-being, promptly reporting any unusual behavior or ailments to the medical team for immediate intervention. Telecommunications Technician
Verizon-Richmond, VA
February 2006 to August 2009
• Demonstrated proficiency in troubleshooting by coordinating trunk testing with vendors, leading to effective issue resolution and service improvement.
• Streamlined work processes by consistently applying quality-improvement methodologies, resulting in enhanced efficiency and productivity.
• Exhibited strong organizational skills by prioritizing tasks and managing multiple projects, ensuring timely and high-quality delivery of services.
Customer Service Associate
Saxon Mortgage-Richmond, VA
February 2005 to February 2006
• Demonstrated exceptional customer service by promptly and effectively addressing inquiries and resolving complaints, surpassing productivity targets through consistent delivery of high-quality service.
• Educated clients on pricing and offerings, facilitated payment processing and plan establishment, and maintained detailed CRM records of customer interactions to ensure efficient problem resolution and request fulfillment.
Customer Service Specialist Escalation Lead
SUNCOM MOBILE-Richmond, VA
August 1999 to January 2005
• Provided high-quality customer service, promptly addressing and resolving a variety of issues and complaints, both over the phone and in-person.
• Trained new employees on established customer service policies and service level standards, guiding their understanding of the company's commitment to customer satisfaction.
• Managed key accounts effectively, ensuring exceptional support and fostering customer loyalty and retention, while also efficiently processing account changes using proprietary software. Education
Aas in Business Admin
Bryant and Stratton College-Richmond, VA
May 2005 to May 2005
James Madison University
January 1991 to January 1991
High School Diploma
Armstrong High School-Richmond, VA
June 1988 to June 1988
Skills
• Communication Skills
• Critical Thinker
• Familiarity With CAD Message and Work Order Transfer
• Proficient in Time Management
• Databases
• Calendar and Scheduling Software
• Transportation Planning
• CRM Software
• Transportation Management Systems
• Customer Service
• Pricing
• Organizational Skills
• Microsoft Office Software Familiarity
• Discharge Planning
• GPS
• Typing
• Telecommunication
• Monitoring Field Personnel
• Software Troubleshooting
• Verbal and Written Communication
• Crisis Intervention
• Driving
• Logistics
• Adjusting Routes
• Active Listener
• Ability to Multitask
• Work Crew Dispatch
• Dispatching
• Dispatch Recordkeeping
Certifications and Licenses
Certified Medication Aide
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