Customer Service Professional with Remote Dispatch Experience

Leona Boatner ***** Spearman Ave.

Lancaster, CA. 93534

(661) 603- 7212

**********@*****.***

EXPERIENCE

AAA, Remote— Dispatcher / Customer Service

June 2021 - July 2023

Answered inbound calls from customers seeking roadside assistance. Assessed the safety of Roadside situations. Monitors the progression of road side assistance requests and assures documentation is thorough and accurate. Follow up on emergency calls to insure customers receive road service, communicate with contractors to verify service, update members and handle customer call back requests concerning a pending call status. Contact different clubs to verify membership. Scheduled and dispatched drivers, vehicles or equipment to appropriate locations according to members location. Updated member information, took payments, assessed and resolved members' emergency situations with empathy and urgency ensuring they feel safe, supported, and reassured, relay information, work orders and other crucial info to drivers and other emergency personnel. Communicates directly with police officers in certain situations.

Employment Development Department, Remote—

Customer Service

July 2020 - June 2021

Process orders, fulfill customer inquiries to ensure customer satisfaction, resolve complaints, provide accurate and professional service in a prompt and efficient manner, check the status of claims, review accounts and make changes if necessary, record details of customers contacts and action taken, comply with laws, policies and procedures when handling and protecting confidential information. Refer people to the appropriate department or staff, independently apy program knowledge to screen for services and assist individuals and determine their needs. Screen and channel calls and take messages, schedule appointments, and verify completeness of applications and forms.

Life Alert, Encino — Retention / Collections

May 2018 - Nov.2018

Educate existing customers about the importance of remaining with their medical security devices. Build rapport and establish relationships with customers by listening and identifying their needs. Communicate clearly and provide solutions to customers' questions and concerns. Monitored customers accounts to identify debts owed, contact customers to notify them of overdue payments and documented debts collected. Create alternative arrangements or settlements with customers who are SKILLS

● Customer Service

● Sales

● Retention

● Dispatcher

● Collections

● Microsoft Word,

Excel, Office

AWARDS

Countless awards for

exceeding sales goals.

Award for perfect attendance.

Numerous compliments from

customers .

struggling to pay. Kept detailed notes and records of all communications and actions. Searched for death certificates online to verify death in some cases.

Spectrum, Van Nuys — Sales

July 2015 - Aug. 2017

Responsible for learning a customer's needs and making recommendations while maximizing revenue. Took calls from existing and potential customers, resolving existing customers complaints, placing new orders, upgrading existing accounts, scheduling appointments, met and exceeded sales goals. Overcome objections and handled billing or support inquiries. Maximized sales opportunities by effectively answering and handling inbound sales calls to acquire new residential customers and solicit existing residential customers by selling them additional products and services. Establish and maintain a high level of customer satisfaction, professionalism, and courtesy during all sales transactions. Consistently meets or exceeds monthly goals. EDUCATION

Van Nuys Education and Work Center, Van Nuys, CA — High School Diploma

Graduated in 1998

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