Jennifer Arnold
Hayden
Summary
Technical support and dispatch professional with extensive experience in managing customer service needs and technical issues. Skilled in using mapping tools for routing and prioritizing urgent requests while ensuring clear communication and meticulous documentation. Committed to enhancing client satisfaction through effective problem resolution.
Overview
7
7
years of professional experience
Work History
Roadside Dispatcher
AAA The Auto Club Group
05.2024 - Current
- Manage 40-60 inbound member contacts per day in a remote environment, identify service needs, and provide accurate guidance using internal knowledge-base programs and reference materials.
- Use online mapping tools and internal systems to determine breakdown locations and establish appropriate tow destinations.
- Ask targeted questions to identify safety concerns or extreme hardship and prioritize service using sound judgment.
- Maintain calm, empathetic communication while documenting accurate details during urgent roadside situations.
Medical Transportation Dispatcher
Modivcare
Atlanta
10.2022 - 05.2024
- Collaborated with healthcare providers to coordinate non-emergency medical transportation services.
- Facilitated communication between drivers and clients to swiftly resolve issues.
- Addressed customer complaints through direct engagement and effective problem-solving to enhance client satisfaction.
- Utilized software systems to track vehicle locations and monitor performance metrics.
- Maintained precise records of dispatch activities and service requests to ensure reliable service delivery.
Technical Support
Kelly Connect / Apple
Atlanta
03.2020 - 09.2022
- Provided remote technical support for customer technology issues in a virtual call-center environment.
- Verified hardware and software operation, employing step-by-step troubleshooting to effectively isolate and address issues.
- Resolved username and password issues, assisting with data sharing and synchronization to enhance user access.
- Guided customers in uninstalling and reinstalling software applications, ensuring seamless functionality.
Data Entry Clerk
QGistix
Atlanta
11.2019 - 03.2020
- Entered shipment, inventory, and order data into warehouse management systems (WMS).
- Processed inbound and outbound shipping documents with accuracy and efficiency.
- Reviewed records, corrected errors, and resolved shipment discrepancies.
- Generated Microsoft Excel reports and maintained accurate, confidential records.
Education
Technical Degree - Computer Programming
Strayer University
Atlanta, GA03-2023
High School Diploma -
Carver School of Technology
Atlanta, GASkills
- Dispatch management
- Routing coordination
- Online mapping tools
- Logistics support
- Remote user support
- Technical troubleshooting
- Help desk support
- Scheduling optimization
- Problem assessment
- Case documentation
- Microsoft Office
- Multitasking
- Customer service
- Active listening
- Verbal communication
- Written communication
Technical Skills
Remote user support, technical troubleshooting, help desk support, username and password assistance, software installation and reinstallation, data sharing and synchronization, hardware and software verification, POS troubleshooting, CRM systems, Microsoft Office, VoIP, computer networking, online mapping tools, calendar and scheduling software, Problem assessment, case documentation, accurate data entry, active listening, verbal and written communication, multitasking, customer service
Personal Information
Willing To Relocate: 1
Timeline
Roadside Dispatcher
AAA The Auto Club Group
05.2024 - Current
Medical Transportation Dispatcher
Modivcare
10.2022 - 05.2024
Technical Support
Kelly Connect / Apple
03.2020 - 09.2022
Data Entry Clerk
QGistix
11.2019 - 03.2020
Technical Degree - Computer Programming
Strayer University
High School Diploma -
Carver School of Technology