Ciera Hancock
Phoenix,AZ
Summary
Well-qualified Care Specialist with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, relationships, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Proven to leave positive impacts on other's lives while they undergo hard times.
Overview
4
4
years of professional experience
Work History
Dispatcher
United Support Services
11.2022 - 06.2023
- Communicated with drivers and personnel to coordinate timely removal of deceased individuals.
- Managed conflict resolutions with families, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 18 fleet vehicles.
- Maintained professional relationship with funeral homes, families, and third party clientele.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Answered phone calls as an answering service for multiple funeral homes around the valley.
- Scheduled deliveries and pickups according to funeral home and families needs.
- Consoled grieving families while interpreting their concerns in messages to funeral directors.
- Gave pricing information to grieving families for cremation and burial services.
Care Specialist
Oscar Health Insurance
01.2022 - 08.2022
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer inquiries via phone, email and web-based platforms.
- Assessed and offered solutions to improve procedures and customer experiences.
- Assisted in training new employees and participated in cross-training with other departments.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
- Kept accurate records to document service actions and discussions.
- Assisted clients with finding pharmacies, doctors, hospitals, and medical services in their network based on their area.
Dispatcher
Mortuary Transport Services
07.2019 - 12.2021
- Communicated with drivers and personnel to coordinate timely delivery and pick up of deceased individuals.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 12 fleet vehicles.
- Maintained professional relationship with funeral homes, families, and third party partners.
- Provided training and guidance to new dispatchers.
- Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.
- Delivered exceptional customer service to individuals contacting funeral homes' third party call center for support and assistance.
- Answered phone calls and responded to families inquiry by passing their message along to funeral home directors.
- Coordinated with drivers to facilitate efficient routes and timely response and drop off times.
Education
High School Diploma -
Penn Foster High School
Remote12.2023
Skills
- Organization
- Microsoft Office
- Effective Communication
- Reliability
- Thrives to Assist Others
- Positive Team Player
- Typing (300 WPM)
- Phone Etiquette
Timeline
Dispatcher
United Support Services
11.2022 - 06.2023
Care Specialist
Oscar Health Insurance
01.2022 - 08.2022
Dispatcher
Mortuary Transport Services
07.2019 - 12.2021
High School Diploma -
Penn Foster High School
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