Airel Pierfax
Mesa,AZ
Summary
Seeking a challenging yet rewarding role where I can utilize my 10+ years of customer service experience. Providing fast, accurate, and empathetic support to a wide range of customers. Passionate about building customer relationships and defusing customer situations.
Overview
8
8
years of professional experience
Work History
OTR Dispatcher
Amazon
Tempe
10.2021 - Current
- Identified locations and needs of callers to accurately send assistance.
- Verified driver credentials prior to assigning them a route or task.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Communicated with vendors regarding shipment status updates.
- Responded to customer messages in regards to delivery issues.
- Maintained communication with drivers regarding routes, load information and delivery updates.
- Worked with routing specialists, route managers and service department to optimize routes.
- Resolved any issues or problems that arose during transport operations.
- Maintained current knowledge of personnel in field and completed deliveries or delays.
- Developed strategies for improving efficiency within the dispatch department.
Dispatcher Office Assistant
Zest Plumbing & Drain
Scottsdale, AZ
07.2021 - 12.2021
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Maintained logs of all incoming calls and assigned tasks.
- Verified driver credentials prior to assigning them a route or task.
- Updated records of driver locations, delays, and cancellations.
- Identified locations and needs of callers to accurately send assistance.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Answered customer requests with information about product availability, shipping information and status updates.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Assigned drivers to appropriate routes based on customer needs.
Guest Escalations Specialist
Target
Tempe
10.2021 - 12.2021
- As Target Guest Services Escalation specialist i was responsible for supporting and managing escalations while maintaining great phone etiquette and servicing client needs
- In addition, I also looked for ways to improve client profitability and analyze client issues using Target guest policies.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized various software programs such as Salesforce, Zendesk to track escalations and document resolutions.
- Researched, analyzed, and resolved complex customer inquiries.
- Performed research on customer inquiries prior to escalating them for further review.
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated customer complaints and identified root cause of the issue.
Roadside Travelers Assistance
Cruise America, Inc.
Mesa
04.2020 - 12.2020
- I provided Dispatcher Assistance and world class Customer Service to Cruise America customers throughout the US and Canada
- As a customer service dispatcher I worked with urgency to support our customers, who are in one of our rental vehicles who need assistance
- Our support for the customers were varied
- The solutions range from trouble shooting to scheduling for service, to assisting with very serious situations
- This was a high-pressured position, and I needed to be able to think quickly on my feet.
- Assessed customer needs and dispatched roadside assistance services to appropriate locations.
- Coordinated with tow truck operators for the efficient transport of vehicles in distress.
- Troubleshot mechanical issues over the phone with stranded motorists who lacked technical expertise.
- Tracked progress of each call using GPS navigation systems and updated customers accordingly.
Ally Online Banking Specialist
Majorel
Chandler
10.2019 - 05.2020
- Performed special services for customers, ordering bank cards and checks.
- Prepared official checks for customer and internal bank needs.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Answered customer questions regarding bank policies, procedures, products and services.
- Provided customer service support to clients via phone, email and online chat.
- Provided technical assistance when troubleshooting system errors or malfunctions.
- Identified transaction errors when debits and credits did not balance.
- Maintained confidentiality of banking records and client information to avoid possible data breaches.
- Responded promptly to customer requests via email and phone calls.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
CVS HealthCare Enrollment Specialist
Conduent
Tempe
10.2018 - 09.2019
- Offered subject matter expertise on employment regulations, compensation policies and personnel management procedures to optimize internal structures.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Developed and evaluated methods and techniques for selecting, promoting and training workers.
- Provided technical support by troubleshooting complex problems related to employer-sponsored group insurance policies.
- Provided guidance to employers regarding employee benefits packages.
- Organized and verified enrollment and benefits documents.
- Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.
- Facilitated continuing service by processing changes in beneficiaries and analyzing policy loan applications.
- Explained coverage options to potential policyholders, answering questions or concerns.
Enrollment and Budget Specialist
Acumen Fiscal Agent LLC
Mesa
01.2016 - 11.2018
- Assisted with customer requests and answered questions to improve satisfaction.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Oversaw full accounting cycle and prepared applicable financial statements.
- Negotiated terms regarding payment schedules, discounts and terms of credit when necessary.
- Tracked expenses against established budgets using specialized software applications.
- Collaborated with other departments on shared budgetary responsibilities.
- Created monthly reports detailing income and expenditure statements.
- Identified areas where savings could be made in order to reduce costs.
- Supervised budget development and assisted in maintaining financial compliance.
Education
High School Diploma -
John Muir High School
Pasadena01.2010
Skills
- Payment Processing
- Escalation Management
- Cash Handling
- Budgeting
- Communication
- Negotiating
- Team Development
- Customer Care
- Typing Proficiency
- Work Order Management
- Schedule Management
- Route Planning
- Critical Thinker
- Dispatching Procedures
Personal Information
Willing To Relocate: Anywhere
Timeline
OTR Dispatcher
Amazon
10.2021 - Current
Guest Escalations Specialist
Target
10.2021 - 12.2021
Dispatcher Office Assistant
Zest Plumbing & Drain
07.2021 - 12.2021
Roadside Travelers Assistance
Cruise America, Inc.
04.2020 - 12.2020
Ally Online Banking Specialist
Majorel
10.2019 - 05.2020
CVS HealthCare Enrollment Specialist
Conduent
10.2018 - 09.2019
Enrollment and Budget Specialist
Acumen Fiscal Agent LLC
01.2016 - 11.2018
High School Diploma -
John Muir High School