Ann Saunderson
Northville,MI
Summary
Dedicated dispatcher with proven skills in customer service and problem-solving. Someone who goes above & beyond to make each customer feel important & heart. Known for managing high-stress situations while ensuring timely service delivery and maintaining strong communication with clients. While actively listening to each & every customer & their needs & when necessary show empathy.
Overview
9
9
years of professional experience
Work History
Dispatcher
AT&T
Southfield, MI
01.2025 - Current
- Manage daily dispatch operations to ensure timely delivery of services.
- Coordinated communication between technicians and customers to resolve service issues efficiently.
- Utilized dispatch software for tracking service calls and scheduling appointments effectively.
- Responded promptly to incoming queries, providing accurate information and support to clients.
- Collaborated with cross-functional teams to streamline workflow and improve service delivery standards.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Maintained updated and detailed records of calls in physical and electronic database.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Analyzed customer feedback and provided solutions to improve customer service.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
- Communicated with customers to provide delivery updates and resolution.
Customer Advocate
Victory Automotive Group
Canton, MI
07.2021 - 01.2025
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Collaborated with sales and service teams to enhance customer satisfaction and streamline processes.
- Trained new team members on customer service protocols and best practices to ensure consistency.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Actively listened to customers to assess issues and provide accurate information.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Generated higher customer loyalty by consistently meeting or exceeding service-level agreements and performance metrics.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Served as a liaison between clients and internal departments to facilitate seamless coordination of efforts towards meeting client objectives.
Retail Sales Associate
Crate and Barrel
Novi, MI
07.2021 - 11.2021
- Enhanced customer experience through personalized service and product recommendations.
- Managed inventory levels, ensuring accurate stock availability for customers.
- Executed visual merchandising strategies to optimize store layout and increase sales appeal.
- Resolved customer inquiries and issues promptly, improving overall satisfaction ratings.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
Customer Service Representative
Concentrix
Warren, MI
01.2017 - 02.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to track and manage customer interactions efficiently.
- Trained new team members on company policies and customer service protocols.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- 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 strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
Communications
Sutton ColdField of Further Education
UK05-1988
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
- Dispatch software CRM, DMP, INFOR, CORAL, SHOTS, MICROSOFT WORD, TEAMS, EM, USH, OUTAGE DASHBOARD, NOM, OUTLOOK, OUTAGE TRACKER
- Stress tolerance
- Time management
- Dispatching procedures
- Problem-solving
Timeline
Dispatcher
AT&T
01.2025 - Current
Customer Advocate
Victory Automotive Group
07.2021 - 01.2025
Retail Sales Associate
Crate and Barrel
07.2021 - 11.2021
Customer Service Representative
Concentrix
01.2017 - 02.2020
Communications
Sutton ColdField of Further Education