Samantha Roper
Jackson
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Dispatcher
Absolute Best Air
07.2024 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Oversaw dispatching, routing, and tracking operations for fleet of 12 vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Maintained updated and detailed records of calls in physical and electronic database.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Improved dispatch system efficiency with implementation of new scheduling software.
- Assisted in resolving customer complaints and grievances.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Monitored and tracked dispatch communication systems.
- Tracked and monitored vehicle performance and maintenance.
Install Coordinator
PV Heating & Air
08.2023 - 06.2024
- Oversaw inventory management to guarantee the availability of materials necessary for scheduled installations without delays or excess costs.
- Streamlined reporting procedures by introducing standardized templates that effectively communicated project updates to stakeholders at various levels within the organization.
- Coordinated installation schedules, ensuring optimal use of resources and minimizing downtime.
- Streamlined ordering process to ensure timely availability of installation resources.
- Coordinated with installation team to confirm task completion.
- Oversaw deposit collection for equipment installation.
- Conducted post-installation follow-ups to ensure customer satisfaction.
- Supported scheduling and organization of department meetings.
Customer Service Representative
PV Heating & Air
03.2023 - 08.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Customer Service Representative
Absolute Best Air
05.2019 - 03.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
High School Diploma -
Ola High School
McDonough, GA05.2018
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
- Dispatch software
- Stress tolerance
- Time management
- Dispatching procedures
- Prioritizing calls
- Problem-solving
- Customer relations
- Dispatch coordination
- Schedule management
- Updating logs
- Route planning
- Service coordination
- Maintaining call metrics
- Closing tickets
- Traffic monitoring
- Multitasking and organization
- Verbal and written communication
- Tracking systems
- Driver communication
- Workflow prioritization
- Adjusting routes
- Training new hires
- Service Titan proficiency
- Microsoft office
- Excellent communication
- Service requests
Timeline
Dispatcher
Absolute Best Air
07.2024 - Current
Install Coordinator
PV Heating & Air
08.2023 - 06.2024
Customer Service Representative
PV Heating & Air
03.2023 - 08.2023
Customer Service Representative
Absolute Best Air
05.2019 - 03.2023
High School Diploma -
Ola High School
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