Amy Miles
Charlotte,NC
Summary
Dedicated Dispatcher knowledgeable about training employees, coordinating work schedules and updating dispatch logs. Consistently looking for ways to improve efficiency and optimize procedures. Offers excellent communication skills combined with active listening expertise.
Overview
11
11
years of professional experience
Work History
Team Lead Dispatcher
Joerns Healthcare Inc
05.2018 - Current
- Managed dispatchers while leading and delegating job assignments, tracking project status, and resolving issues to maximize productivity.
- Evaluated and adjusted routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Recorded and secured archives of customer requests, services performed and other dispatch information to maintain accurate records and appropriate filing systems.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Customer Service Representative
Charter Communications
02.2018 - 09.2018
- Assist customers with billing questions about their bill, trouble shoot equipment, sale products and packages
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
SALES ADVISOR COACH
CONVERGYS
03.2016 - 02.2018
- Monitor calls and metrics of advisors to identify trends that can be coached and cultivated to meet metric standards
- Conduct group and individual sessions with advisors for further development
- Keep Floor Leads updated with any issues advisors are having in relation to system issues and escalate any issues to Team Lead on duty
- Transition new Advisors from a classroom setting to phone time.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Increased sales by offering advice on purchases and promoting additional products.
- Trained and mentored new sales representatives.
CALL CENTER SALES ADVISOR
CONVERGYS
08.2015 - 03.2016
- Assist customers with activation of OnStar Services
- Track, document and retrieve information from the call tracking database
- Liaison to GM customers, sales personnel and executives.
CALL CENTER SALES ADVISOR
Xcentri
03.2015 - 08.2015
- Assist customers with activation of OnStar Services
- Track, document and retrieve information from the call tracking database
- Liaison to GM customers, sales personnel and executives.
CUSTOMER SERVICE REPRESENTIVE
CENTRALIZED SHOWING SERVICE
12.2012 - 03.2015
- Scheduled appointments for Real Estate Agents
- Answered multiple phone lines and answered calls in a timely manner
Education
Diploma -
YORK COMPREHENSIVE HIGH SCHOOL
Certification in Radiology - undefined
CENTAL PIEDMONT COMMUNITY COLLEGE
2006
Skills
- Data Entry/ 10 key
- Software Troubleshooting
- Multi-line Phone Systems
- Microsoft Word, Excel, PowerPoint
- Dispatch Operations
- Training New Hires
Timeline
Team Lead Dispatcher
Joerns Healthcare Inc
05.2018 - Current
Customer Service Representative
Charter Communications
02.2018 - 09.2018
SALES ADVISOR COACH
CONVERGYS
03.2016 - 02.2018
CALL CENTER SALES ADVISOR
CONVERGYS
08.2015 - 03.2016
CALL CENTER SALES ADVISOR
Xcentri
03.2015 - 08.2015
CUSTOMER SERVICE REPRESENTIVE
CENTRALIZED SHOWING SERVICE
12.2012 - 03.2015
Diploma -
YORK COMPREHENSIVE HIGH SCHOOL
Certification in Radiology - undefined
CENTAL PIEDMONT COMMUNITY COLLEGE
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