Angel Austin
Tucson,AZ
Summary
Professional office support specialist with extensive experience in administrative functions and office management. Known for reliability and adapting to dynamic work environments. Excellent organizational abilities and collaborative mindset ensure seamless team operations and goal achievement.
Overview
8
8
years of professional experience
Work History
Emergency Roadside Dispatcher
American Automobile Association, AAA
07.2021 - Current
- Implemented a system for tracking vehicle locations, enabling more efficient allocation of resources during peak hours.
- Contributed to cost-saving initiatives by optimizing route planning strategies based on traffic patterns and driver availability data.
- Ensured compliance with federal regulations through diligent monitoring of driver hours-of-service logs and prompt resolution of any discrepancies.
- Maintained detailed records of call logs, incident reports, and dispatcher actions to support ongoing analysis and improvement efforts.
- Assisted in the development of new standard operating procedures to increase overall department efficiency and effectiveness.
- Enhanced response times by efficiently prioritizing emergency calls and dispatching appropriate resources.
- Collaborated with law enforcement agencies, sharing crucial information to support their investigations when needed.
- Monitored GPS tracking systems to ensure timely arrival of emergency services at incident locations.
- Reduced call abandonment rates by effectively managing high call volumes during peak hours.
- Streamlined communication between emergency responders and callers, ensuring accurate information relay for faster assistance.
- Managed complex situations calmly and professionally, maintaining clear lines of communication with all parties involved in an emergency response effort.
- Provided exceptional customer service to distressed callers while obtaining necessary details for appropriate action.
- Supported continuous improvement initiatives by regularly reviewing dispatcher processes and recommending enhancements as needed.
Customer Service Representative
GEICO, Government Employees Insurance
05.2017 - 10.2020
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
General Studies -
Sahuaro High School
Tucson, AZ2007
Skills
- Dispatch software
- Incident prioritization
- Emergency procedures
- Service coordination
- Teamwork and collaboration
- Multitasking
- Effective communications
- Organizational skills
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Dispatch recordkeeping
- Microsoft office
- Task prioritization
- Self motivation
- Conflict resolution
Occupants
Angel Austin
Dates
04/18/24, 05/23/23
Leaseinformation
1403, 05/23/24, 05/22/25, Lessee, Lessee, Lessee
Timeline
Emergency Roadside Dispatcher
American Automobile Association, AAA
07.2021 - Current
Customer Service Representative
GEICO, Government Employees Insurance
05.2017 - 10.2020
General Studies -
Sahuaro High School
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