Bianca Rosa
Southern Pines,NC
Summary
Well-qualified customer service with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision-makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Dispatcher Coordinator
Lincare Holdings, Inc Specialty Pharmacy Division
11.2021 - 02.2022
- Enhanced dispatch efficiency by implementing a new scheduling system and optimizing routes.
- Reduced response times by streamlining communication between dispatchers and field personnel.
- Improved customer satisfaction with timely and accurate dispatching of service requests.
- Coordinated schedules for multiple teams, ensuring optimal coverage during peak hours.
- Trained new dispatchers on company procedures, software applications, and communication protocols.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Maintained detailed records of dispatched calls, resource allocation, and incident outcomes for reporting purposes.
Customer Service Representative
Full Sail University
08.2021 - 11.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Inktel Contact Center Solutions
12.2019 - 01.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
Education
Bachelor of Science - Nursing
Western Governors University
Salt Lake City, UT05.2025
Associate of Science - General Education
Sandhills Community College
Pinehurst, NC05.2024
High School Diploma -
Gateway High School
Kissimmee, FL05.2017
Skills
- Critical Thinking
- Team Coordination
- Problem Solving
- Time Management
- Scheduling Expertise
- Quality Control
- Organizational Skills
- Active Listening
- Technical Proficiency
- Dispatch Software Familiarity
- Customer Service
- Attention to Detail
- Decision Making
- Record Keeping
- Performance Monitoring
- Interpersonal Skills
- Emergency Response
- Effective Communication
- Conflict Resolution
- Dispatch Coordination
- Customer Relations
- Dispatching Field Personnel
- Schedule Coordination
- Closing Tickets
- Maintaining Call Metrics
- Incident Investigation
- Documentation and Reporting
- Decision-Making
- Staff Training
Certification
- CPhT - Certified Pharmacy Technician
Pharmacy Technician
Organizes medicines for pharmacist to dispense by reading medicine orders and prescriptions, preparing labels, calculating amounts, and putting together/grouping together (into a vein) solutions and other drug-based therapies. Maintains records by recording and filing doctors' orders and prescriptions.
Timeline
Dispatcher Coordinator
Lincare Holdings, Inc Specialty Pharmacy Division
11.2021 - 02.2022
Customer Service Representative
Full Sail University
08.2021 - 11.2021
Customer Service Representative
Inktel Contact Center Solutions
12.2019 - 01.2021
Bachelor of Science - Nursing
Western Governors University
Associate of Science - General Education
Sandhills Community College
High School Diploma -
Gateway High School
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