Summary
Overview
Work History
Education
Skills
Timeline
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Amy Zook

Kellyville,OK

Summary

Dynamic customer service professional with extensive experience at Advanced Plumbing Heating and Air, adept at resolving inquiries and enhancing satisfaction. Skilled in CRM software and complaint handling, I excel in high-pressure environments, demonstrating critical thinking and empathy to foster strong customer relationships and drive repeat business.

Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

15
15
years of professional experience

Work History

CSR

Advanced Plumbing Heating and Air
05.2019 - 08.2025
  • Resolved customer inquiries regarding plumbing, heating, and air conditioning services efficiently.
  • Coordinated service appointments to optimize technician schedules and enhance customer satisfaction.
  • Trained new staff on company protocols, enhancing team performance and service delivery standards.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
  • Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.

Taxi Dispatcher

Yellow Cab
09.2010 - 05.2019
  • Coordinated daily taxi assignments to optimize driver routes and minimize passenger wait times.
  • Monitored real-time traffic conditions using GPS and dispatch software to ensure timely service delivery.
  • Communicated effectively with drivers to relay passenger information and address on-the-road challenges.
  • Implemented scheduling adjustments based on demand fluctuations, ensuring efficient fleet utilization.
  • Implemented effective strategies for managing peak periods, ensuring smooth operations during busy times.
  • Leveraged advanced knowledge of local geography to quickly direct drivers toward optimal routes and destinations.
  • Developed strong relationships with drivers through clear communication and mutual respect, fostering a positive work environment.
  • Reduced wait times for customers by effectively allocating taxi resources in high-demand areas.

Education

Will C Wood
Vacaville, CA

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • Critical thinking
  • Professional telephone demeanor
  • Scheduling
  • Appointment scheduling

Timeline

CSR

Advanced Plumbing Heating and Air
05.2019 - 08.2025

Taxi Dispatcher

Yellow Cab
09.2010 - 05.2019

Will C Wood

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Amy Zook