Akira Headlam
Apopka,FL
Summary
Accomplished Service Dispatcher at Alorica, adept in technical support and customer service, with a proven track record of exceeding targets for customer satisfaction and team productivity. Skilled in system administration and stress tolerance, I excel in high-pressure environments, significantly enhancing service delivery and client relationships through effective multitasking and technical knowledge.
Overview
9
9
years of professional experience
Work History
Service Dispatcher
Alorica
10.2022 - Current
- Consistently met or exceeded company targets for response times, customer satisfaction ratings, and team productivity levels.
- Streamlined communication between customers and technicians for timely service delivery.
- Managed high call volume, prioritizing urgent requests to ensure prompt assistance.
- Developed strong relationships with clients and technicians to foster a positive work environment.
- Assisted in the training of new employees, sharing best practices for successful dispatch operations.
- Coordinated emergency services during after-hours shifts, ensuring prompt responses to critical situations.
- Maintained accurate records of service calls, technician assignments, and completed jobs for optimal organization.
- Provided exceptional customer support by addressing inquiries, resolving concerns, and escalating issues when necessary.
Technical Support Advisor
Concentrix
10.2016 - 01.2022
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
- Continuously sought opportunities to enhance personal knowledge and skills through attending industry conferences, webinars, and ongoing training sessions.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
- Tailored technical explanations according to each client''s level of expertise, ensuring clarity and understanding.
Customer Service Representative
Walmart
06.2015 - 12.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associate of Science - Nursing
Valencia College
Orlando, FL05.2026
Skills
- Strong multitasking
- Detail Oriented
- Stress Tolerance
- Technical knowledge
- Software Installation
- System Administration
- Technical Training Leadership
- Remote Support
- Ticket management
- Security Protocols
- Technical Support Triage
Timeline
Service Dispatcher
Alorica
10.2022 - Current
Technical Support Advisor
Concentrix
10.2016 - 01.2022
Customer Service Representative
Walmart
06.2015 - 12.2016
Associate of Science - Nursing
Valencia College