Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
Elizabeth Naputi

Elizabeth Naputi

Harvey,LA

Summary

Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.

Overview

12
12
years of professional experience

Work History

Dispatcher

Keefe's Ac, Heating, And Electrical
01.2023 - 06.2023
  • Communicated with drivers and personnel to coordinate timely arrival.
  • Directed dispatching, routing, and tracking of 32 fleet vehicles.
  • Answer phone calls from faculty and customers.
  • Match and dispatch the right technician to the right job according to batting order.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Report completed jobs and job details to service managers.
  • Count and record daily revenue.
  • Maintained professional relationship with technicians to increase trust, reliability and rapport.
  • Timesheet adjustments.
  • Assign and send out answering service leads throughout the day.
  • Reschedule appointments and set up return appointments for customer needing repairs.
  • Confirmation call to the customers and complete happy calls.
  • Send out job details at the end of the day.
  • Prioritize booked appointments.
  • Assist call center as needed to keep the board booked.

Call Center Customer Service Representative

Keefe's AC, Heating, And Electrical
06.2022 - 01.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Booked all incoming appointments and ensuring that board is booked to max capacity.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Problem solving and deescalating issues that customers had.
  • Followed KPI of 160 calls and 16 bookings a day.
  • Answered constant flow of customer calls with minimal wait times.
  • Record and report bookings and details daily to manager.
  • Made outbound calls to current and potential customers to advertise current sales on services.
  • Answered all customer telephone calls promptly to avoid on-hold wait times.
  • Sales representation and collecting payments.
  • Ensuring calls are transferred to correct department.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Documented and detailed calls and complaints using call center's Protocol.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Detailed payment options and explained price, receipt and billing details to customers.

Customer Service Representative

Napu's Fine Carpentry
02.2018 - 05.2022
    • Handled customer inquiries and suggestions courteously and professionally.
    • Booking appointments.
    • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
    • Answered constant flow of customer calls with minimal wait times.
    • Updated account information to maintain customer records.
    • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    • Responded to customer requests for products, services, and company information.
    • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
    • Processed customer service orders promptly to increase customer satisfaction.
    • Participated in team meetings and training sessions to stay informed about product updates and changes.
    • Provided primary customer support to internal and external customers.
    • Developed customer service policies and procedures to meet and exceed industry service standards.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Investigated and resolved customer inquiries and complaints quickly.
    • Exhibited high energy and professionalism when dealing with clients and staff.
    • Educated customers about billing, payment processing and support policies and procedures.
    • Delivered prompt service to prioritize customer needs.
    • Trained new personnel regarding company operations, policies and services.
    • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
    • Answered customer telephone calls promptly to avoid on-hold wait times.

Sales Representative

Aaron's Antique Gallery
02.2016 - 01.2018
    • Managed customer accounts to secure customer satisfaction and repeat business.
    • Trained and mentored new sales representatives.
    • Retained excellent client satisfaction ratings through outstanding service delivery.
    • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
    • Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
    • Developed and implemented marketing plans to increase brand awareness and drive sales.
    • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
    • Informed customers of promotions to increase sales productivity and volume.
    • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
    • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Bartender

Voodoo Two
10.2014 - 01.2016
    • Served high customer volumes during special events, nights, and weekends.
    • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
    • Kept bar presentable and well-stocked to meet customer needs.
    • Followed alcohol awareness procedures for preventing excessive guest intoxication.
    • Mixed unique and interesting cocktails for customers, including bar specials.
    • Assisted with inventorying beverage stock and bar supplies.
    • Prepared garnishes by evenly slicing and pitting fruits.

Bartender

Chris Owens
04.2011 - 09.2014
  • Served high customer volumes during special events, nights, and weekends.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Obtained cash bank and stocked service bar to prepare for operation.

Education

Certificate - Call Center And Dispatch Training

Nexstar Network
08.2022

Certificate - General Studies

Delgado Community College
New Orleans, LA
2021

License - Certified Nursing Assistant (CNA)

Delgado Community College
New Orleans, LA
2013

High School Diploma -

Andrew Jackson High School
Chalmette, LA
2004

Skills

  • Team Work Scheduling
  • Prioritizing Calls
  • Problem Assessment
  • Paperwork Submission
  • Database Maintenance
  • Training New Hires
  • Customer Relationship Management
  • Maintain Records
  • Call Center Software
  • Schedule Work Crews
  • Team Meetings
  • Maintaining Call Metrics
  • Delegating Work
  • Fleet Dispatching

Timeline

Dispatcher

Keefe's Ac, Heating, And Electrical
01.2023 - 06.2023

Call Center Customer Service Representative

Keefe's AC, Heating, And Electrical
06.2022 - 01.2023

Customer Service Representative

Napu's Fine Carpentry
02.2018 - 05.2022

Sales Representative

Aaron's Antique Gallery
02.2016 - 01.2018

Bartender

Voodoo Two
10.2014 - 01.2016

Bartender

Chris Owens
04.2011 - 09.2014

Certificate - Call Center And Dispatch Training

Nexstar Network

Certificate - General Studies

Delgado Community College

License - Certified Nursing Assistant (CNA)

Delgado Community College

High School Diploma -

Andrew Jackson High School

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Elizabeth Naputi