Breana Woods
Kannapolis,NC
Summary
Highly motivated dispatcher with experience in logistics and technology. Skilled in multitasking, and effective and efficient communication methods with an emphasis on creating superior customer service experiences.
Overview
9
9
years of professional experience
Work History
Service Advisor
Westrock Coffee
Concord, North Carolina
05.2021 - Current
- Coordinate service and installation tickets in the most efficient manner possible daily for internal technicians
- Coordinated with 3rd party dispatchers to ensure timely completion of service and installation tickets to a top tier standard to maintain customer loyalty and faith in our brand
- Maintained positive relationships with vendors and customers alike through open communication and scheduling efforts
- Process incoming orders for equipment and parts in a timely manner while balancing multiple other tasks
- Commitment to maintain dozens of customer records daily with accurate information
- Responsible for coordinating shipments across many types of freight and parcel services.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Maintained logs of all incoming calls and assigned tasks.
- Updated records of driver locations, delays, and cancellations.
- Resolved customer complaints related to service issues or delays.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Assigned drivers to appropriate routes based on customer needs.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Provided timely updates to customers regarding their orders or requests.
- Matched bills of lading and reconciled quantities to verify items shipped.
Technical Expert
Apple Inc.
Charlotte, North Carolina
02.2017 - 05.2021
- Certified Apple repair technician, specializing in mobile devices
- Responsible for the training and mentorship of fellow team members
- Responsible for driving results while keeping customer satisfaction high
- Maintained a high caliber of training and knowledge across all Apple devices
- Shifted to an online role during COVID to meet our customer demand from home
- Simultaneously maintained up to 3 customer chats at a time during peak business hours to ensure low wait times and exceptional service standards.
- Analyzed customer requirements and designed solutions that meet their needs.
- Identified and resolved technical issues related to software applications.
- Provided training and support to end-users on new technologies.
Technical Specialist- Macc Advicccccsor
Apple Inc.
10.2015 - 02.2017
- Certified technical advisor for all of Apple’s many consumer products
- First line of support for several simultaneous support tickets
- Responsible for providing efficient and effective solutions or escalating as needed.
Education
Bachelor of Science in Business Administration -
Kaplan University
01.2014
Skills
- Service Estimates
- Computer Skills
- Technical Support
- Customer Service
- Documentation And Reporting
- Service Recommendations
- Attention to Detail
- Reporting and documentation
- Customer Relationship Management
- Technical knowledge
- Excellent Communication
Timeline
Service Advisor
Westrock Coffee
05.2021 - Current
Technical Expert
Apple Inc.
02.2017 - 05.2021
Technical Specialist- Macc Advicccccsor
Apple Inc.
10.2015 - 02.2017
Bachelor of Science in Business Administration -
Kaplan University