Summary
Work History
Skills
Timeline
Generic

Geralyn M Brown

Bay Shore,NY

Summary

Results-driven customer service oriented professional with experience in efficient data management and team training. Focused on delivering exceptional service and implementing proactive solutions to improve operational workflows and customer engagement.

Work History

Customer Service Representative

Paraco Gas
Bay Shore, NY
  • Handled heavy incoming calls pleasantly and understandingly focused on achieving customer satisfaction.
  • Used effective listening skills to address and resolve customer issues.
  • Addressed customer concerns in a calm and professional manner while ensuring their requests/ questions are handled appropriately and in a timely fashion.
  • Analyzed incoming calls, offer proactive solutions based on the information provided, and follow up when necessary.
  • Worked proactively with both clients and employees throughout the organization.
  • Trained new customer service representatives on phone systems, computer systems and job functions.

Office Administrator

Paraco Gas
Bay Shore, NY
  • Served as the primary point of contact for walk-in customers.
  • Maintained accurate customer records and notes.
  • Processed payments, billing questions, and account updates.
  • Processed daily deposit of cash accounts and payments collected by drivers.
  • Supported propane delivery requests and basic scheduling coordination.
  • Handled customer concerns including out-of-gas situations, billing disputes, and service delays with professionalism and urgency.
  • Worked with internal teams to help resolve customer issues.
  • Supported a strong safety culture by following company guidelines, recognizing potential propane safety concerns, and ensuring urgent issues are escalated promptly.
  • Performed other general office tasks (mail, etc.).

Cylinder Router

Paraco Gas
Bay Shore, NY
  • Strategically prepared daily routes by assessing pending work and applying logical planning techniques to create optimized schedules.
  • Analyzed data to reduce mileage and travel time for on road employees, ensuring efficient use of resources while maintaining high service levels.
  • Identified opportunities to increase productivity by optimizing routes, scheduling, and resource allocation.
  • Developed strategies to anticipate and prevent potential service failures, ensuring customer satisfaction and operational efficiency.
  • Worked closely with on road employees and field employees/ management to align planning efforts with real-time operational needs and adjustments.
  • Trained new routers on computer systems and job functions.

Cylinder Supervisor

Paraco Gas
Bay Shore, NY
  • Handled drivers day to day problems and concerns, including acting as go between for drivers with management/HR.
  • Reported driver performance to management.
  • Supported manager duties when manager was not in office or available.
  • Worked closely with yard personnel to have trucks loaded with the proper product for delivery.

Dispatcher

Paraco Gas
Bay Shore, NY
  • Act as the primary point of contact for service technicians and delivery drivers, facilitating clear and effective communication regarding daily operations.
  • Monitor and reschedule planned activities as necessary, ensuring optimal resource allocation and minimizing service disruptions.
  • Identify and address obstacles or additional requirements that may prevent the fulfillment of customer expectations. Follow up diligently to ensure issues are resolved.
  • Assess and prioritize emergency situations that impact internal and external customers, ensuring prompt and effective responses.
  • Keep track of field operations to provide updates and insights on ongoing activities, enabling better decision-making.
  • Maintain accurate records of all communications, schedules, and changes to ensure transparency and accountability.
  • Trained new dispatchers on computer systems and job functions.

Skills

  • Service excellence
  • Attentive listening
  • Problem-solving skills
  • Detail-oriented data management

Timeline

Customer Service Representative

Paraco Gas

Office Administrator

Paraco Gas

Cylinder Router

Paraco Gas

Cylinder Supervisor

Paraco Gas

Dispatcher

Paraco Gas

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Geralyn M Brown