Jennifer Ngatena
Dallas,United States
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
8
8
years of professional experience
Work History
Dispatcher /Customer Service Representative
Triple AAA
12.2023 - Current
- Responding to over 60 customer calls a day requesting different services that are offered.
- Relay critical information to internal and external teams to expedite dispatching process.
- Reduced errors in dispatch logs by implementing thorough double-check system for all entries.
- Enhanced communication with roadside service technicians, maintaining updated contact information and utilizing clear, concise language during dispatches.
- Maintain composed demeanor during high intensity calls,ensuring customer immediate safety.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Document dispatching process from beginning until ticket is closed and follow up with customer for thorough safety check.
Lead Dispatcher/Customer Service Representative
XPO Logistics
02.2020 - 11.2023
- Resolved customer inquiries addressed questions, problems and requests for service to allocate dispatch coverage during peak service times and during employee shortages
- Provided primary customer support to internal and external customers and vendors
- Planned, organized and managed workflow of over 26 drivers staff to accomplish consistent work within organizational standards
- Directed dispatching, routing and tracking of 26 domestic fleet vehicles
- Facilitated communications between customers,vendors and field personnel to answer questions or resolve concerns within acceptable time frame
- Maintained and updated customer accounts information,vendors as well as performed other administrative duties necessary to keep work flow in order
Patient Care Coordinator
Sunrise Assisted Living
01.2018 - 02.2020
- Verified insurance coverage,obtain authorizations for medical treatments, procedures and prescriptions.
- Resolved and documented over 260 healthcare claims through following established guidelines and protocols.
- Managed electronic health records System(EHR),documented more than 300 patient information and updated medical records
- Maintained strict confidentiality of patient information and adhere to HIPAA standards
- Provided support and guidance to patients and families to navigate healthcare systems.
Customer Service Representive/Dispatcher
Express Office Cleaners
01.2016 - 01.2018
- Responded to over 65 customer calls per day, ranging from customer inquirers,troubleshooting to sales
- Increased company sales by 19% through exceptional customer service,followups and robust knowledge of products and services offered
- Expanded clientele through different promotional programs and achieved to retain over 95% of loyal customers base
- Ordered and managed inventory of supplies and allocated resources to field technicians based on customers needs
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Maintained customer database and process payments of over 50 customer accounts daily
Education
Some College (No Degree) - Certificate Project Management
University of Maryland - University College
Hyattsville, MD10.2023
Bachelor of Arts - International Business Management
Strayer University
Washington, DC07.2015
Skills
- Project management lifecycle
- CRM Software ( Hubspot,Agile & Zendesk)
- Microsoft Office Suite
- Microsoft Teams
- Documentation
- Customer retention & Satisfaction
- Detail oriented & Multitasking
- Problem Solver & Customer Conflict Resolution
Timeline
Dispatcher /Customer Service Representative
Triple AAA
12.2023 - Current
Lead Dispatcher/Customer Service Representative
XPO Logistics
02.2020 - 11.2023
Patient Care Coordinator
Sunrise Assisted Living
01.2018 - 02.2020
Customer Service Representive/Dispatcher
Express Office Cleaners
01.2016 - 01.2018
Some College (No Degree) - Certificate Project Management
University of Maryland - University College
Bachelor of Arts - International Business Management
Strayer University
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