Aaliyah Wilson
Covington,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound and outbound calls sustaining satisfactory relationships with customers. Personable and dedicated Customer Service Representative with extensive experience in the CSR industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with customers. Self motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
HVAC Dispatcher | CSR
American Residential Service & All Good
Norcross, GA
11.2021 - 12.2023
- Managed a large volume of phone calls (inbound and outbound) while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on the business and customer needs.
- Quickly resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Tracked vehicles using GPS technology and provided real-time status updates to customers when looking for an ETA as needed.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Increased customer satisfaction ratings 75% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Supported sales team members to drive growth and development.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strategies for improving efficiency within the dispatch department.
Administrative Clerk | CSR - WFH
Housing Authority of Newnan
Newnan, GA
01.2019 - 11.2021
- Address tenant and customer service inquiries in a timely and accurate fashion
- Give accurate and appropriate information to answer questions
- Troubleshoot issues and resolve complaints
- Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information
- Organized and maintained filing systems both electronically and manually.
- Managed daily office operations, including scheduling appointments and managing incoming calls.
- Served as a central point of contact for all outside vendors in relation to unit vacancy prep
- Built customer loyalty by placing follow-up calls for customers who reported issues
- Achieved customer satisfaction rating of 95% within six months, exceeding company target.
- Provided assistance to other departments when needed.
CSR
Ackerman Security Systems
Norcross, GA
02.2017 - 01.2019
- Assist 150+ customers per day, providing successful solutions in a polite manner using active listening to ensure customer retention
- Maintain strong company product and service knowledge to better assist customers with concerns questions and general education
- Answer all calls by utilizing the company's call management system and other software
- Assisting higher classified employees on the performance of their duties as required
- Adhere to quality standards, meeting sales and performance goals set by management
- Complete maintenance as requested including address changes, payments, new product orders and account closures.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Adhered to company's established protocols for handling confidential data.
Education
High School Diploma -
Alcovy High School
Covington, GA05-2014
Some College (No Degree) - Medical Assistance
UEI
Stone Mountain, GASkills
- Product Knowledge
- De-Escalation Techniques
- Problem-solving abilities
- Active listening
- Communication
- Time management
Timeline
HVAC Dispatcher | CSR
American Residential Service & All Good
11.2021 - 12.2023
Administrative Clerk | CSR - WFH
Housing Authority of Newnan
01.2019 - 11.2021
CSR
Ackerman Security Systems
02.2017 - 01.2019
High School Diploma -
Alcovy High School
Some College (No Degree) - Medical Assistance
UEI