James Gunn
Aston Mills,PA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Dispatcher
Exelon
Plymouth Meeting, PA
08.2023 - Current
- Assigned drivers to appropriate routes based on customer needs.
- Maintained logs of all incoming calls and assigned tasks.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Ensured compliance with safety regulations and company policies.
- Interacted with local law enforcement agencies when responding to incidents in progress.
- Developed strategies for improving efficiency within the dispatch department.
- Participated in team meetings discussing changes in procedures or processes.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Received and dispatched calls for emergency services.
Customer Service Representative
Exelon
Philadelphia, PA
12.2018 - 08.2023
- Entered customer interaction details in CIMS to track requests, document problems and record solutions offered
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Offered advice and assistance to customers, paying attention to special needs or wants
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Provided primary customer support to internal and external customers in fast-paced environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Security Officer
Container Research Corporation
Aston Mills, PA
07.2017 - 12.2018
- Conducted hourly patrols of key areas to spot and control security concerns
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds
- Reported suspicious activities and persons to law enforcement
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences
- Inspected suspicious activities and monitored premises for criminal acts and rule infractions
- Authorized entrance papers and granted or denied entrance to building
- Monitored central alarm systems for fire, intrusion and duress alarms and responded to multiple emergencies weekly.
Education
Diploma - General Studies
Penncrest High School
05.2015
Skills
- Key holder experience
- Professional telephone demeanor
- Creative problem solving
- Recordkeeping strengths
- Good listening skills
- Administrative support
- Inbound and Outbound Calling
- Complaint resolution
- Report preparation
- Technical Support
- Training development aptitude
- Time management
- Data Analysis
- Data organization
- Online training experience
- Account management
- Service standard compliance
- MS Office
- Problem resolution
- Customer Relations
- Data Entry
- Work Order Management
- Monitoring field personnel
- Critical thinker
- Customer Service
- Work Crew Dispatch
- Effective Communications
- Task Prioritization
- Time management abilities
- Teamwork and Collaboration
- Adaptability and Flexibility
- Personnel Monitoring
- Problem-solving abilities
- Microsoft Office
- Call Center Software
- Decision-Making
Accomplishments
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- CPR, First Aid, AED
References
References available upon request.
Timeline
Dispatcher
Exelon
08.2023 - Current
Customer Service Representative
Exelon
12.2018 - 08.2023
Security Officer
Container Research Corporation
07.2017 - 12.2018
Diploma - General Studies
Penncrest High School