Chinika Jewell Mardis
Birmingham
Summary
Dynamic Dispatch Representative at AT&T with expertise in order dispatching and customer communication management. Demonstrated ability to prioritize tasks and multitask effectively, resulting in enhanced customer satisfaction through timely service issue resolution. Strong attention to detail and interpersonal skills contributed to successful project completions and superior service delivery.
Overview
24
24
years of professional experience
Work History
Dispatch Representative
AT&T
Hoover
05.2022 - Current
- Determines the priority of installation and maintenance tasks and posts status when working with repair centers.
- Daily communication and support to multiple leaders in management project managers to ensure proper assignment and dispatch for order resolution.
- Assigned orders to drivers based on capacity, availability, and customer requirements.
- Arranged for repairs to restore service and schedules.
- Approved and adjusted time sheets for vacation time, sick leave, straight time and mileage.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
- Monitored phone queue, supported emails and retrieved inbound support faxes.
- Created trouble tickets to dispatch to required technicians.
- Provided support for all transportation-related activities such as scheduling, routing, tracking and tracing of shipments.
- Kept customers informed of service trucks' whereabouts and expected time of service.
- Ordered parts needed by techs and arranged delivery to technician in required amount of time.
Customer Care Associate II
Alabama Power Company
Birmingham
11.2018 - Current
- Greets customers professionally and courteously in a call center environment
- Managing and updating customer accounts to ensure accurate information
- Providing information of products and services to prospective customers
- Issuance of connect, disconnect, transfer and other specific orders based on customer needs
- Maintaining communication with other departments to promote excellent customer service
Front Office Assistant
Christ Health Center
03.2018 - 07.2018
- Greeting and checking in patients
- Answering phones for scheduling and addressing questions
- Insurance verification
- Receiving copays and process of payments
Accounts Receivable Clerk
AT&T
Birmingham
08.2013 - 06.2017
- Advised delinquent customers on strategies for debt repayment.
- Reconciled customer accounts and resolved discrepancies.
- Accepted and processed customer payments and applied toward account balances.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Collected overdue payments from customers via telephone and email.
- Ensured compliance with applicable laws related to debt collection practices.
- Coordinated with sales and customer service departments to resolve billing issues.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Negotiated payment plans with delinquent accounts.
- Enhanced customer satisfaction through prompt and courteous handling of all inquiries and complaints.
- Answered customer questions regarding account discrepancies or problems.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
Customer Service Representative
Blue Cross Blue Shield
Birmingham
09.2012 - 08.2013
- Explained insurance coverage to customers
- Conferred with customers by telephone to provide information about insurance, took payments, and cancelled accounts
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, and comments, as well as actions taken
Customer Service Associate
AT&T
Birmingham
11.2000 - 09.2011
- Resolved customer inquiries in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Managed multiple projects with competing deadlines simultaneously.
- Created and implemented processes to ensure successful completion of projects.
Education
Certified Medical Assistant -
Jefferson State Community College
Birmingham, AL01-2018
Bachelor's Degree - Exercise Science & Wellness
Jacksonville State University
Jacksonville, ALSkills
- Order dispatching and routing
- Task prioritization and scheduling
- Customer communication management
- Trouble ticketing and parts ordering
- Multitasking capacity
- Interpersonal skills
- Attention to detail
- Task prioritization
Affiliations
Served as board member of Carrywell from 2019 until 2025 serving on the grants committee praying and assisting families with information and support with infertility and loss.
References
References available upon request.
Timeline
Dispatch Representative
AT&T
05.2022 - Current
Customer Care Associate II
Alabama Power Company
11.2018 - Current
Front Office Assistant
Christ Health Center
03.2018 - 07.2018
Accounts Receivable Clerk
AT&T
08.2013 - 06.2017
Customer Service Representative
Blue Cross Blue Shield
09.2012 - 08.2013
Customer Service Associate
AT&T
11.2000 - 09.2011
Certified Medical Assistant -
Jefferson State Community College
Bachelor's Degree - Exercise Science & Wellness
Jacksonville State University
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