Chandra Thomas
Houston,TX
Summary
Dynamic professional with extensive experience at ARS Rescue Rooter, excelling in dispatching and customer service. Proven track record in optimizing appointment scheduling and leading teams to enhance operational efficiency. Skilled in ServiceTitan CRM and adept at de-escalation techniques, ensuring exceptional service delivery and customer satisfaction during high-pressure situations.
Overview
2
2
Languages
9
9
years of professional experience
Work History
CSR/ Dispatcher/ Team Leader
ARS RESCUE ROOTER
Houston, US
04.2021 - 07.2024
- As an ARS Rescue Rooter CSR, Dispatcher and Team Leader at ARS Rescue Rooter, I was responsible for ensuring seamless and efficient after hours operations. My duties included after hours inbound and outbound calls. Responding to service inquiries, scheduling appointments, and Dispatching HVAC/ Electrical/ Plumbing technicians promptly to meet customer's needs. In addition to these responsibilities, I led the After Hours CSR Team. Providing guidance, support, and performance oversight to maintain a high standard of customer service and operational efficiency. My role was crucial in delivery timely service, resolving issues, reassuring customer satisfaction during non business hours. Handled inbound and outbound customer calls with professionalism, addressing inquiries, scheduling technical appointments, and resolved issues with urgency and care. Managed the scheduling of technician appointments and service calls using ServiceTitan CRM. Coordinated and worked with HVAC/Electrical/Plumbing service technicians to ensure timely and accurate service delivery. Monitored and adjusted dispatch schedules as needed based on customer priorities or unforeseen issues.
Scheduling Coordinator
INTERIOR LOGIC GROUP
Houston, US
01.2019 - 04.2021
- A a Scheduling Coordinator at Interior Logic Group I was a key liaison between customers and the floor installers. Responsible for coordinating installations, managing expectations, and ensuring customer satisfaction through phone, chat, and email. Scheduled residential and commercial customer's flooring installation services for 5 - 10 installers throughout the Houston area. Communicated with customers via phone, chat, and email to schedule installations. Utilized complex scheduling software for routing and workload assignments. Streamlined workflow processes by integrating new scheduling protocols, enhancing efficiency and minimizing installation delays for residential and commercial flooring projects.
Customer Service Representative
FedEx
Austin, US
01.2018 - 01.2019
- As a Harte Hanks (FedEx) contracted Customer Service Representative, I assisted customers with inquiries about their FedEx packages. Tracked packages and processed claims via phone, chat and email in a timely and professional manner. Upheld FedEx's commitment to excellence by consistently delivering top notch customer service with every inbound call. Maintained a high standard of accuracy in providing information about FedEx packages while exhibiting empathy towards customers as I was handling and resolving complaints. Resolved complex shipment issues by liaising with internal departments and utilizing FedEx systems, ensuring timely updates and positive outcomes for customers. Facilitated smooth claims processing by guiding customers through FedEx procedures, ensuring issues were addressed swiftly.
Career Advisor
HOOT CALL LLC
Austin, US
05.2015 - 01.2018
- As a HootCall Career Advisor, I was primarily responsible for providing career guidance to applicants calling in, as well as, conducting assessments, facilitating workshops, and assisted with job search strategies, all while maintaining accurate records and staying updated on career development trends. With the initial goal of transferring the caller over to College Advisor to sign up for college. Answered inbound calls assisting applicants in efficiently completing online job applications, ensuring all necessary information was accurately provided. Focused on guiding and transferring interested candidates to College Advisors for enrollment in college programs. Demonstrated expertise in navigating online job portals and accurately conveying information to applicants. Utilized strong problem-solving skills to address any challenges or concerns faced by applicants during the application process. Collaborated with College Advisors to ensure a smooth transition for individuals interested in enrolling in college. Received positive feedback from both applicants and College Advisors for providing exceptional customer service.
Education
General Equivalency Diploma - undefined
Lone Star Community College
Tomball, TXSkills
- Dispatching
- ServiceTitan CRM
- Customer Service
- Appointment Scheduling
- Data entry
- Staff training
- De-escalation techniques
- Microsoft Teams
- Microsoft Outlook
- Microsoft Office
- Remote/Call Center
- Operations
- Team Leader
Personal Information
Title: Customer Service Rep/ Dispatcher
Language
English
Native
Philosophy
THE ONLY TIME SUCCESS COMES BEFORE WORK IS IN THE DICTIONARY
Timeline
CSR/ Dispatcher/ Team Leader
ARS RESCUE ROOTER
04.2021 - 07.2024
Scheduling Coordinator
INTERIOR LOGIC GROUP
01.2019 - 04.2021
Customer Service Representative
FedEx
01.2018 - 01.2019
Career Advisor
HOOT CALL LLC
05.2015 - 01.2018
General Equivalency Diploma - undefined
Lone Star Community College