Barbara Ikerd
Kansas City,Mo
Summary
Dedicated professional with experience leading dispatching activities using team management and complex problem-solving skills. Resourceful at juggling multiple tasks optimizing routes and prioritizing jobs. Practiced in opening, delegating and closing tickets with speed and accuracy. Poised Dispatcher offering many years of experience. Works efficiently and maintains professional demeanor in stressful situations. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
18
18
years of professional experience
Work History
National Dispatch Center
Tyco Integrated Security
02.2014 - 07.2024
- Provided technical support over the phone when necessary.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Assisted customers with scheduling appointments for service technicians to visit their home or business.
- Answered incoming calls from customers and provided appropriate information in a timely manner.
- Coordinated communication between service technicians, customers, and management team.
- Kept detailed and updated records of calls in physical and electronic databases.
- Identified locations and needs of callers to accurately send assistance.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Recorded complaints and discussed possible solutions with customers.
- Documented services performed, operations information, and dispatch details in system.
- Addressed questions, problems or requests for service.
- Arranged for repairs to restore service and schedules.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
- Resolved customer complaints in an efficient manner while adhering to company policies.
- Maintained detailed reports of all incoming calls, including duration and outcome of each call.
- Followed up with customers after completion of services to ensure satisfaction and address any additional needs or concerns.
- Monitored all incoming customer requests, logged details into the call center database and assigned service technicians to complete jobs.
- Routed emergency calls to appropriate personnel for quick resolution of customer issues.
Customer Service Representative
Roeland Park Price Chopper
Roeland Park
01.2007 - 06.2014
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Followed company security procedures for handling large sums of money.
- Resolved customer complaints professionally in accordance with company policy.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Performed other duties as assigned by management.
- Greeted customers and answered any questions they had about the store's products and services.
- Balanced daily transactions on a computerized point-of-sale system.
- Conducted price checks for special orders or discounts as requested by customers.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Stocked shelves with merchandise when needed.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Assisted customers over the phone regarding store operations, product information, and availability.
- Processed merchandise returns and exchanges following store policies to issue refunds, credits, or provide change to customers.
- Helped customers find specific products, answered questions, and offered product advice.
- Processed sales transactions to prevent long customer wait times.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Discounted purchases by scanning and redeeming coupons.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Built and maintained productive relationships with employees.
- Offered customers carry-out service at completion of transaction.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Learned roles of other departments to provide coverage and keep store operational.
- Helped with purchases and signed customers up for rewards program.
- Maintained accurate records of cash transactions while ensuring the balance of cashier drawers.
- Established or identified prices of goods and services with optical price scanners and cash registers.
- Processed returned merchandise by strictly following store return and exchange procedures.
Education
Turner High School
06.2009
Skills
- Ability to multitask
- Problem solving/ complaint handling
- Customer order fulfillment
- Call center operations
- Dispatch Coordination
- Data Entry
- Schedule Coordination
- Critical thinker
- Adjusting routes
- Communication Equipment Operation
- Updating logs
- Microsoft Office and SalesForce Proficiency
- Customer Relations
- Dispatching procedures
- 50 wpm
Accomplishments
- Awarded "Most Valuable Player" at current job
- Promoted to multiple positions: cashier, self checkout attendant, customer service agent, cash office balancing, and supervisor.
- Proactive planning led to notable increase in morale in all departments.
- Created customer satisfaction
- Problem solving/ complaint handling
- Customer order fulfillment
- Call center operations
Profile
Possess solid computer skills 40 wpm 55 numerical and knowledge of excel, word, access, and powerpoint., Ability to train, motivate, and supervise employees., A team player, acknowledged as "Total Quality Customer Service Professional.", 9 Years of experience working with customers and employees resolving disputes, Ability to multitask and a quick learner
Personal Information
Title: CUSTOMER SERVICE ASSISTANT PROFESSIONAL
Timeline
National Dispatch Center
Tyco Integrated Security
02.2014 - 07.2024
Customer Service Representative
Roeland Park Price Chopper
01.2007 - 06.2014
Turner High School
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