Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Jade Pickens

St. Louis,MO

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

9
9
years of professional experience

Work History

Dispatcher

Artur Express
04.2021 - 08.2023
  • Obtain loads from planners and convey them to drivers over the phone
  • Dispatching of drivers when load is assigned
  • Ensure that drivers' settlements are completed and turned in on time in order to get paid
  • Assign loads to drivers via the system as well as verbal communication and confirmation
  • Provide up to date information associated with loads (to drivers and to customer account managers)
  • Required to complete 2 check calls per day per driver on all trips over 500 miles
  • Communicate any and all information related to sensitive shipments via required procedures
  • Track every driver for on time service
  • Process BOLs and follow up if illegible, blurry or missing information
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Directed dispatching, routing, and tracking of 25 fleet vehicles.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.

Team Lead Dispatcher

Copart, Inc
03.2020 - 02.2021
  • Outbound calls to pick-up locations
  • Dispatch sub-haulers for vehicle pick-up and delivery within company timelines
  • Ensure sub-haulers meet company requirements prior to dispatching
  • Outbound calls to sellers
  • Solicit business
  • Utilize cost effective vendors to meet company budget objectives
  • Educate sub-haulers on company policies and procedures
  • Maintain and archive documents
  • Answer phone calls
  • Collect payments on member deliveries
  • Comply with Safety and enforce regulations
  • Print checks
  • Monitor incoming documents on the fax machine
  • Print reports as needed
  • Manage vendor relationships
  • Other duties as assigned.

Help Desk Specialist I

Gateway Fiber
10.2018 - 02.2020
  • Provide technical and network problem solving resolution to end-users (customers)
  • Demonstrate an ability to diagnose an end-user's issues and guide them through a step-by-step process to solutions
  • Exceptional ability to understand, troubleshoot, and repair residential wireless network issues and problems
  • Diagnose and resolve technical hardware and software issues involving internet and VoIP connectivity
  • Handling chats and emails from customers
  • Follow standard processes and procedures
  • Identify and escalate priority issues per Client specifications
  • Redirect problems to appropriate resources
  • Provide excellent customer service support including technical troubleshooting of service issues
  • Resolve every incoming customer requests as quickly and efficiently as possible while maintaining a pleasant professional demeanor
  • Manage customer communications received via multiple sources - phone, email, text, & social sites
  • Exceed customer expectations at every opportunity
  • Effectively communicate Gateway's product and service offering
  • Follow-up with potential customers to finalize orders
  • Software Troubleshooting.

CSR - Customer Service Representative

Medical Transportation Management
02.2015 - 08.2018
  • Taking 200 calls per day scheduling transport for medicare/medicaid patients
  • Handle inbound chats from customers about status of transport
  • Handle inbound calls from members regarding eligibility for non-emergency service
  • Schedule Trips For patients to get to and from appointment
  • Respond and Document customer complaints
  • Verify patient information for each call per HIPPA guidelines
  • Entered Data entry for Medicare and Medicaid patients
  • Respond to all inquired in a Timely professional manner
  • Keeping notes of medical conditions and the medications patient is taking
  • Dispatch calls put to Medical Transportation for Client
  • Update client on the time frame transportation will be arriving
  • Going over options for Medicaid & Medicare Patient Depending on Insurance
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
  • Compiled customer feedback and recommended service delivery improvements to management
  • Resolving overdue bills and collecting payments from the individuals or businesses responsible for the debt
  • Monitoring accounts to identify over due payments
  • Finding and contacting debts to arrange debt payoffs
  • Keeping accurate records and reporting on collection activity
  • Created customer appointments
  • Maintained up-to-date knowledge of customer accounts.
  • Answered constant flow of customer calls with minimal wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

Associate of Applied Science - Paralegal

University of Louisville (online)
St. Louis, MO
05.2016

High School Diploma -

O'Fallon Township High School
O'Fallon, IL
05.2012

Skills

  • Software Troubleshooting
  • Office experience
  • Updating Logs
  • Communication Equipment Operation
  • Closing Tickets
  • Problem-Solving Skills
  • Training and Development
  • Patient Account Reviews
  • Routing Orders
  • Database Maintenance
  • Schedule Coordination
  • Credit Card Payment Processing

Languages

Spanish
Limited Working

Timeline

Dispatcher

Artur Express
04.2021 - 08.2023

Team Lead Dispatcher

Copart, Inc
03.2020 - 02.2021

Help Desk Specialist I

Gateway Fiber
10.2018 - 02.2020

CSR - Customer Service Representative

Medical Transportation Management
02.2015 - 08.2018

Associate of Applied Science - Paralegal

University of Louisville (online)

High School Diploma -

O'Fallon Township High School

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