Customer Service Coordinator with Strong Organization Skills
Resume:
MEGHAN HARTWELL
Menifee CA 951-***-**** *******.********@*****.***
Professional Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Skills
MS Office Proficiency
Troubleshooting and Assistance
Technical Issues Analysis
Call Center Operations
Support Ticket System Management
Issue and Resolution Tracking
Delegating Work
Complex Problem-Solving
Time Management
Critical Thinking
Vehicle Dispatch
Dispatching Workers
Driver Routing
Work History
Customer Service Coordinator 09/24-present
La Care– Los Angeles, CA
Knowledge of MS Office including Outlook, Word, Excel, and PowerPoint
Supports the coordination of member-centric customer service to respond and resolve inquiries and questions and bridges members to appropriate resources. Provides guidance and support to inform, guide, and educate members, community residents, and other stakeholders regarding health education programs, benefit information, resources and support available at L.A. Care and partner health plan benefits, CRC resources to meet the member/visitor needs. Collaborates with team members to create resource guides and reference materials.
Implements the appropriate approach to identify member or visitor resource needs in complex situations and takes action to link the member/visitor to the appropriate services, programs, or resources. Actively identifies gaps in CRC services, resources, and programs, delivers recommendations for new programs and proposes solutions for the implementation of new services. Participates in day-to-day work operations including opening and closing of the CRC, ordering and maintaining of office supplies, and inventory. Supports CRC vendors which deliver facility maintenance.
Coordinates, maintains, and schedules CRC calendar and conference rooms, including management of appointments. Prepares conference/training rooms and assists with support services, as needed. Answers incoming calls in a timely and professional manner.
Customer Technical Support Analyst 04/2016 to 12/2017
Amazon – Tempe, AZ
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Used ticketing systems to manage and process support actions and requests.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Provided replacement files to customers missing data, media files, and software components.
Technical Support Specialist 12/2013 to 04/2016
Cox Communications – Phoenix, AZ
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Performed troubleshooting of systems with techniques such as speed and ping tests.
Provided training on use, troubleshooting and calibration of equipment.
Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
Lead Dispatcher 11/2011 to 06/2013
DIRECTV – Phoenix, AZ
Managed 12-18 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
Modernized communications systems to improve productivity, reliability and efficiency.
Maintained meticulous employee records to accurately track attendance and productivity.
Optimized routes through careful planning, a cost efficiency.
Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Monitored flow of paperwork and directed information to appropriate departments.
Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
Dispatch Lead 08/2003 to 09/2011
Charter Spectrum – Irwindale, CA
Performed troubleshooting of systems with techniques such as speed and ping tests.
Collaborated with other workers and customers to resolve issues of deficient communications connections.
Directed dispatching, routing and tracking of 45 fleet vehicles.
Maintained updated and detailed records of calls in physical and electronic database.
Closely monitored dispatch board to triage and prioritize over 100 daily calls.
Evaluated and adjusted over 45 routes based on daily needs, available workers, traffic hazards and weather conditions.
Customer Service Coordinator 09/24-present
La Care– Los Angeles, CA
Knowledge of MS Office including Outlook, Word, Excel, and PowerPoint
Supports the coordination of member-centric customer service to respond and resolve inquiries and questions and bridges members to appropriate resources. Provides guidance and support to inform, guide, and educate members, community residents, and other stakeholders regarding health education programs, benefit information, resources and support available at L.A. Care and partner health plan benefits, CRC resources to meet the member/visitor needs. Collaborates with team members to create resource guides and reference materials.
Implements the appropriate approach to identify member or visitor resource needs in complex situations and takes action to link the member/visitor to the appropriate services, programs, or resources. Actively identifies gaps in CRC services, resources, and programs, delivers recommendations for new programs and proposes solutions for the implementation of new services. Participates in day-to-day work operations including opening and closing of the CRC, ordering and maintaining of office supplies, and inventory. Supports CRC vendors which deliver facility maintenance.
Coordinates, maintains, and schedules CRC calendar and conference rooms, including management of appointments. Prepares conference/training rooms and assists with support services, as needed. Answers incoming calls in a timely and professional manner.
Education
No Degree: Psychology
Maricopa Community Colleges - Estrella Mountain Community College - Avondale, AZ
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