Abby Rose
Detroit,MI
Summary
Dynamic professional in customer support and logistics,
excelling in roles at Gametime United and Trucenta. Expert in leveraging analytical thinking and interpersonal communication to exceed customer expectations and drive organizational effectiveness. Enhanced operations mindset, demonstrating leadership and team collaboration to solve complex issues and improve customer satisfaction.
Overview
2
2
years of professional experience
Work History
Box Office Seller
Live Nation Entertainment
01.2024 - Current
- Onsite ticket sales for The Fillmore Detroit and St. Andrew's Hall utilizing Ticketmaster TM1.
- Assist with inquiries via main phone line, answering general questions and solving complex issues for patrons.
- Respond to customer complaints via Medallia, helping ensure return customers.
- Developed an expert understanding of our product offerings to assist customers with their purchases.
- Troubleshoot complex, customer related third-party purchasing issues to achieve reasonable customer experience outcomes.
Customer Support Specialist
Gametime United
04.2024 - 07.2024
- Responded to customer inquiries and provided technical assistance over phone, email, and text.
- Became an expert on the application/website, common troubleshooting issues, best practices and policies.
- Multitasked between Kustomer (CRM), various Slack channels, and my resources (various documents I had curated based on notes or previous communications) to assist customers with my colleagues remotely.
- Developed customized solutions to address unique customer needs.
- Consistently exceeded team goal for daily contacts handled, regularly handling 40+/cases per day.
- Maintained QA average of 95% within my first 60 days of employment.
Delivery Dispatcher
Trucenta
11.2022 - 11.2023
- Utilized Dutchie CRM, OnFleet and METRC to coordinate, route, and manifest 40 - 50 delivery orders/per hour efficiently and safely for approx. 5 - 10 daily drivers.
- Provided around the clock support for drivers, assisting with changing delivery plans, and providing updated routing information/special service requirements via call/text/chat.
- Interacted with customers via phone/text/email to provide delivery updates, confirm delivery times, and address any inquiries or concerns professionally and courteously.
- Maintained accurate records of dispatched orders, tracking details, and customer information for compliance purposes.
- Updated departmental SOPs to reflect current processes via Google Drive.
- Delegated additional responsibilities to drivers such as order picking/filling, car checks, and restocking office supplies.
Education
BBA - Music Business
Belmont University
Nashville12.2016
Skills
- Customer Support
- Customer Experience
- Client Relations
- Troubleshooting
- Analytical Thinking
- Team Collaboration
- Data Collection
- Leadership
- Interpersonal Communication
- Time Efficiency
- Organizational Effectiveness
Timeline
Customer Support Specialist
Gametime United
04.2024 - 07.2024
Box Office Seller
Live Nation Entertainment
01.2024 - Current
Delivery Dispatcher
Trucenta
11.2022 - 11.2023
BBA - Music Business
Belmont University
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