Call-Center Rep/ dispatcher
Resume:
JENNIFER M. TAUA- DISPATCH SUPERVISOR/ CALL- CENTER
925-***-**** /*************@*****.*** Concord, Ca. 94520 PROFESSIONAL SUMMARY: Experienced in operations management and call- center environment. Skilled in employee development and project management, ready to enhance team productivity and efficiency. Seeking to leverage expertise to drive operational success and support team growth. Skilled in Word, Excel, Outllook, TCP Payroll, Kronos Payroll, Scale House Systems, Switch-board, etc. EXPERIENCE
Member Service Rep/ Call-Center UFCW Trust Fund Concord, Ca. / Sept. 2025- Jan. 2026 (temp)
● Assistant/ back-up coverage for front desk
● Answers incoming calls or greets customers at counter.
● Answers incoming calls, call- center environment, ability to answer100 incoming calls per 8hour day on average
● Provides information about collections, rates, billing, and account status promptly and correctly.
● Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
● Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties.
● Expedites communications and services between customers and co-workers verbally or through written communications to coordinate services, records, and account status.
● Participates in training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.
● Handles special calls including escrow, bankruptcies, delinquent accounts by telephone contact and monitoring delinquent accounts to point of resolution, as appropriate.
Operations Supervisor- Dispatch RECOLOGY San Mateo County / Nov. 2022 – June 2025
● Manages a team of drivers and/or other operational employees to ensure the day-to-day garbage and recycling collection by assigning routes and trucks equipment for use for the day
● Inspect employees pre-shift and post-shift to ensure safety and service quality standards are met.
● Coached union employees through direct and candid feedback regarding safety protocols, standard operating procedures, and the customer experience.
● Assigns employees to balance workload and special pickups for timely services.
● Arrange alternate coverage of service in case of employee absence or equipment failure.
● Ensures the accountability of route completions. Analyze routes to ensure proper routing and implement routing changes.
● Monitors work to ensure efficient and effective operations.
● Observe collection practices on the routes and ensure safety policies and procedures are adhered to.
● Investigate and resolve customer inquiries and complaints. May include responding to and corresponding with jurisdictional staff.
● Plays a key role in building a strong driver team by actively participating in the hiring process, conducting interviews, and selecting candidates who demonstrate reliability, professionalism, and a commitment to safety and service excellence.
● Managed all Union Driver payroll
Ops Clerk- Dispatch/Customer Svc Rep Republic Services, Contra Costa County / Aug 2011- Nov. 2022
● Manages a team of drivers and/or other operational employees to ensure the day-to-day garbage and recycling collection by assigning routes and trucks equipment for use for the day
● Oversaw staff development, training and performance management. Trained and coached team members to foster a highly productive work environment.
● Assigns employees to balance workload and special pickups for timely services.
● Arrange alternate coverage of service in case of employee absence or equipment failure.
● Monitors work to ensure efficient and effective operations.
● Investigate and resolve customer inquiries and complaints. May include responding to and corresponding with jurisdictional staff.
● Assistant/ back-up coverage for front desk
● Answers incoming calls or greets customers at counter.
● Answers incoming calls, call- center environment, ability to answer100 incoming calls per 8hour day on average
● Provides information about collections, rates, billing, and account status promptly and correctly, new customer set-up
● Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
● Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties.
● Expedites communications and services between customers and co-workers verbally or through written communications to coordinate services, records, and account status.
● Participates in training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.
● Handles special calls including escrow, bankruptcies, delinquent accounts by telephone contact and monitoring delinquent accounts to point of resolution, as appropriate.
EDUCATION- Olympic High School, Concord, Ca Graduated High School Diploma 1998
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