David Flores
Grand Prairie,TX
Summary
Dispatcher/Customer Service professional with extensive experience in corporate policies and procedures, customer experience, and outbound calls. Skilled in reading comprehension, active listening, and customer needs assessments. Achieved high levels of customer satisfaction and loyalty by efficiently processing orders, adjusting routes, and monitoring fleets. Assisted in training new dispatchers and provided staff support.
Overview
17
17
years of professional experience
Work History
Dispatcher/Customer Service
AT&T
Irving, Texas
03.2007 - Current
- Responsible for receiving, screening, dispatching and updating installation and repair work orders for U-verse products
- Organized work schedules according to established guidelines; ensuring efficient use of resources available for dispatch operations
- Assisted in training new dispatchers on proper procedures for handling customer service requests
- Perform work on special projects involving research, compiling and analyzing data
- Review customer request for changes on their contracts that involve technical specification
- Receives predetermined work assignments with instruction to complete problems
- Schedule/Reschedule/Dispatch techs to repair or install customer services.
- Perform modification and revisions on customer service orders
- Extensive customer contact by telephone to confirm due dates and access, negotiate commitment time.
- Place/Receive customer calls regarding account, correct orders, and assist with customer complaints when needed.
Education
Northside High School
Fort Worth, TX01-1991
Skills
- Outbound Calls
- Active Listening
- Customer Needs Assessments
- Customer Satisfaction
- Customer Inquiries
- Service Requests
- Staff Support
- Customer Loyalty
- Process Orders
- Route Planning and Adjustment
- Calendar and Scheduling Software
- Dispatch Procedures
- Call Center Software
- Message and Work Order Transfer
- Equipment Needs Assessment
- Order Fulfillment
- Fleet Monitoring
- Dispatcher Monitoring
Timeline
Dispatcher/Customer Service
AT&T
03.2007 - Current
Northside High School