Customer Service & Dispatch Specialist
Resume:
Vanessa Chagoya
*******.*******@*****.***
Experience:
Wheels, INC January 2022- July 2026
Driver Service Associate
DSA is responsible for resolving customer inquiries in accordance with client guidelines, departmental procedures, products requirements and company policy.
DSA deals with vehicles Maintenance, Vehicle Collisions, Order Administration, Vehicle Registration and Driver Assistance.
Answer inbound calls and made some outbound calls in an exceptional service manner to ensure customer satisfaction.
In a DSA role must be able to make decisions and resolve issues in a fast, correctively and timely manner.
Dispatched roadside assistance when driver needed.
Handled setting up rentals with Enterprise and Hertz when needed.
Dispatched rideshare when required.
CDL Consultants, Inc May 2016- April 2021
Customer Service Management and Ticket Consultant
●Led a team of 7 customer service professionals
●Overseeing daily operations, coaching, and performance
●Resolved escalated customer concerns while maintaining strong relationships and protecting company standards.
●Developed training programs that improved employee performance and reduced onboarding time.
●Managed and answered incoming customer service inquiries/calls, email, fax and text messages.
●Called courts and/or attorneys for case information and updates
●Responsible for receiving dispositions (court results), uploading to SF (companies data base) and notifying the drivers and/or companies with the results.
●Call drivers to collect fine payments and attorney’s additional funds.
●Searched state-wide data base for drivers MVR (motor vehicle record)
●Processed new cases to the appropriate state’s attorney.
●Trained new employees to operate, navigate and understand job description.
CVS Caremark, Buffalo Grove, IL November 2014 – February 2016
Customer Service Representative
●Professionally handled a high volume of complex inbound telephonic support for the complex specialty disease states, in the Pharmacy Benefits Management (PBM) Division
●Had an innovative spirit, a diverse work experience and was an important first-line of contact with the customers.
●Provided patience, professionalism and empathetic services to the customers.
●Ensure questions and issues are resolved both promptly and accurately and in a manner that participants can understand.
●Multi-task with incoming and outbound calls, emails and faxes
CashNetUsa, Gurnee, IL September 2013 – September 2014
Customer Service Representative
●Answered customer calls in a high-volume inbound call center environment.
●Gathered applicants’ information to advise them if they qualified for a loan.
●Provided payoff quotes.
●Applied payments advised by customers to their accounts.
●Assisted potential customers with the navigation of our online website.
TeleBusiness USA, Northbrook, IL June 2013 – September 2013
Customer Service Sales
●Conducted outbound sale calls to BOA business contacts to secure appointments for a BOA representative to come out and discuss their Service Merchant
●Took inbound calls from Bank of America customers to schedule appointments or answer any questions regarding scheduled appointments.
●Entered scheduled appointments business owners’ information in the database.
Ecko Unltd, Gurnee, IL January 2009 – September 2012
Sales Associate
●Trained new employees in understanding of the company’s processes and policies.
●Closed store and responsible for end of day paperwork and prepared cash transactions for deposit.
●Answered phones, directed calls, and scheduled interview appointments for new hires.
●Assisted customers with questions and concerns, conveyed product expertise.
●Stocked merchandise and performed price changing according to corporate standards.
●Completed management training program.
Waukegan High School, Waukegan, IL May 2010 – August 2010
Administrative Assistant
●Inserted information into computers using Word, Access, Excel, and Power Point.
●Maintained confidentiality in all aspects of student and staff information.
●Managed the school calendar to coordinate workflow and meetings.
●Opened, sorted and distributed incoming correspondence, including faxes and email.
●Filed and retrieved organizational documents, records and reports.
●Assisted in special events, such as after school activities and teacher meetings.
●Answered phones and transferred to appropriate staff member.
●Purchased office supplies and equipment.
●Performed general clerical duties including faxing, copying, mailing, and filing.
Baytree Professional Management Services, Lake Bluff, IL May 2006 – January 2009
Administrative Assistant
●Entered patient demographics into the computer system and maintained confidentiality of patient information.
●Answered phones and transferred to appropriate staff member.
●Performed general clerical duties including faxing, copying, mailing, and filing.
●Opened, sorted and distributed incoming correspondence, including faxes and email.
●Performed general clerical duties including faxing, copying, and filing.
Education and Certifications
College of Lake County GED - 2008
First Institute Training & Management
Certification in Business Computers - 2010
Skills
●Team leadership and supervision
●Customer relationship management
●Conflict resolution and problem solving
●Staff training and development
●Sales and customer retention
●Proficient in computer skills, data entry
●Worked with Sap operating systems and sales force
●Able to handle multiple tasks and prioritize work schedule
●Strong communication skills, Active listening, Empathy
●Capable of working in a fast-paced environment
●CRM and call center systems and communication systems
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