David Flores
Grand Prairie,TX
Summary
Dispatcher/Customer Service professional with extensive experience in company 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 work loads 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
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 access and negotiate commitment time
- Place/Receive customer calls regarding account, correct orders, and assist with customer complaints when needed.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers and other personnel to encourage professional relationships and promote respect.
Education
Northside High School
Fort Worth, TX01.1991
Skills
- Outbound Calls
- Active Listening
- Customer Needs Assessments
- Customer Satisfaction
- Customer Inquiries
- Equipment Needs Assessment
- Order Fulfillment
- Fleet Monitoring
- Dispatcher Monitoring
Timeline
Dispatcher/Customer Service
AT&T
03.2007 - Current
Northside High School