Hi, I’m
David E. Coffey
Glendale,CA
Summary
Certified customer service professional with a solid history of accomplishment, offering demonstrated communication and multitasking abilities. Knowledgeable about documentation and dispatching systems. Works great under pressure and remains calm during emergencies.
Overview
21
years of professional experience
Work History
Snapchat
Security Dispatcher
06.2016 - 11.2022
Job overview
- Monitor CCTV system for incidents, providing timelines, retrieving clips and footage for investigations
- Access control (remote/on-site). Issuing and logging badges for all staff members
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Patrolled assigned areas to provide guest assistance while remaining alert for suspicious circumstances or individuals.
- Daily contact with remote sites for check in/out times, location security and incident updates
First Service Networks
Dispatcher/Customer Service
08.2011 - 06.2016
Job overview
- Dispatched technicians to locations throughout the United States and Canada for timely repairs and maintenance.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Efficiently schedule all repairs and payment
- Provided excellent customer service to contractors as well as performing the duties of data entry, phone support, and daily follow up with customer service satisfaction surveys.
Futuredontics
Customer Service & Sales Representative
06.2011 - 09.2011
Job overview
- Tracked daily web traffic and reached out immediately to potential customers
- Provided phone and sales support to customers to ensure client satisfaction
- Used data entry to keep items organized and filed properly
- Ensured customer satisfaction from beginning to completion of service
- Conducted follow up surveys on a daily basis to ascertain our level of customer satisfaction.
Garage Envy
Customer Service Representative
08.2008 - 10.2010
Job overview
- Performed the duties of dispatching, scheduling and customer service on a daily basis
- Point of contact between the owner and client
- Performed administrative tasks, including: filing and data entry, received incoming web traffic and contacted potential clients.
Mega Van Lines
Customer Service Representative
05.2005 - 07.2008
Job overview
- Received all phone/ web inquiries from clients
- Arranged trips, calculated costs, scheduled pick-ups, and followed up with clients regarding satisfaction.
Bank of America
Customer Service Representative
02.2002 - 11.2005
Job overview
- Received incoming phone traffic from existing and potential customers, providing information regarding products and services
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Checked to ensure that appropriate changes were made to resolve customers' inquiries and referred unresolved customer grievances to designated departments for further investigation.
Education
Morningside High SchoolInglewood, CA
High School Diploma
06.1988
Skills
- Customer Service Expert, Computer savvy, Able to operate numerous types of word processing
- Gather data for metrics to better efficiency and provide detail-oriented, customer satisfaction
- Systems: Office 97, Windows 98/2000/2003/2007/XP, MS Outlook 2007, Word Perfect (70 & 71),
- Excel, Familiar with Lotus Notes, Power Point, Peoplesoft, Internet, E-Mail, data entry, filing, able to
- Excellent at diffusing escalated customer related issues (satisfaction/retention), superb organizational and communication skills, as well as multitasking
PROGRAMS
BriefCam
Force Multiplier
Milestone XProtect Smart Client
Lenel Access Control
CAD (Arms V2 R3)
Visual Command Center
Jira Service Desk
TRBOnet
Isonas Access
Accomplishments
- Supervised team of 6 staff members.
- Documented and resolved camera maintenance which led to 70% reduction in inoperable views.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team to facilitate the training/development of field staff to in-office personnel
Timeline
Security Dispatcher
Snapchat
06.2016 - 11.2022
Dispatcher/Customer Service
First Service Networks
08.2011 - 06.2016
Customer Service & Sales Representative
Futuredontics
06.2011 - 09.2011
Customer Service Representative
Garage Envy
08.2008 - 10.2010
Customer Service Representative
Mega Van Lines
05.2005 - 07.2008
Customer Service Representative
Bank of America
02.2002 - 11.2005
Morningside High School
High School Diploma
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