Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

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
Pasadena
01.2010

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
Airel Pierfax