April Edwards
Fort Campbell,KY
Summary
Customer-focused Dispatch Coordinator with expertise in managing roadside assistance services. Streamlined high-volume communications and resolved inquiries according to established procedures, enhancing operational efficiency. Maintained accurate digital records of service calls, contributing to improved customer satisfaction while ensuring confidentiality in sensitive interactions.
Overview
20
20
years of professional experience
Work History
Roadside Assistance Agent
U-Haul
Phoenix, AZ
08.2022 - Current
- Provided exceptional customer service by appropriately dispatching services to meet customer needs in an efficient and professional manner.
- Coordinated timely dispatch of roadside assistance services to stranded motorists.
- Coordinated towing, locksmith, tire, and fuel delivery services
- Managed high-volume telephone communications, addressing public inquiries and resolving concerns per established procedures to enhance customer satisfaction.
- Served as a primary point of contact for customers, exercising sound judgment while handling sensitive interactions and maintaining confidentiality.
- Communicated clear and accurate information to callers, ensuring understanding of procedures and next steps.
- Addressed and resolved customer concerns through effective communication and problem-solving techniques. with calm, clear, professional communication
- Maintained accurate digital records of service calls and customer interactions, coordinated dispatch activities, and tracked resolutions to ensure timely and effective outcomes.
Front Desk Associate
Planet Fitness
Hopkinsville, KY
10.2014 - 04.2017
- Served as primary point of contact for members and the public, delivering accurate information and professionally addressing inquiries to enhance customer satisfaction.
- Delivered high-quality customer service by addressing concerns and resolving issues, demonstrating sound judgment to improve customer experience.
- Processed customer payments and billing updates at the front desk.
- Managed confidential customer information while adhering to privacy and organizational standards.
- Tracked weekly work hours to ensure accurate reporting and scheduling.
Manager
Tan World
Cedar Rapids, IA
05.2006 - 05.2009
- Supervised daily operations and staff activities, ensuring compliance with company policies, safety regulations, and customer service standards.
- Supervised staff training, coaching, and shift coverage across Tan World locations.
- Trained staff on procedures, customer interaction standards, and operational expectations.
- Coordinated staff coverage to efficiently meet customer demand, enhancing service quality.
- Oversaw membership sales, client check-ins, and front desk transactions, ensuring smooth operations.
- Coordinated inventory ordering, supply tracking, and retail product displays for Tan World.
- Resolved customer concerns and facilitated service recovery to maintain customer satisfaction.
- Enforced company policies, appearance standards, and compliance requirements at Tan World.
- Monitored staff performance and addressed issues.
Education
Associate of Arts - Criminal Justice
Hopkinsville Community College
Hopkinsville, KYSkills
- Efficient Service Coordination
- Rapid Response Coordination
- Service management
- Accurate Call Logging
- Service Call Documentation
- Policy & Procedure Adherence
- Confidential Information Handling
- Customer-Centric Decision Making
- Customer Issue Resolution
- Professional Communication (Verbal and Written)
- Concise Customer Interaction
- De-escalation & Conflict Resolution
- Attention to Detail
- Strong multitasking
- Problem-solving
- Decision-making skills
- Attention to detail
- Problem solving
- Skills
Timeline
Roadside Assistance Agent
U-Haul
08.2022 - Current
Front Desk Associate
Planet Fitness
10.2014 - 04.2017
Manager
Tan World
05.2006 - 05.2009
Associate of Arts - Criminal Justice
Hopkinsville Community College