Jerrica Durant

• Managed inbound and outbound phone calls, chats, and emails to assist customers

• Scheduled, confirmed, and rescheduled appointments using ServiceTitan

• Maintained accurate calendars for technicians and service teams

• Resolved customer inquiries professionally while maintaining high satisfaction

• Entered and updated customer data, notes, and job details in CRM

• Conducted research to support service requests and internal operations

• Assisted customers with inquiries, providing accurate information and resolving issues promptly.
• Processed orders and managed customer accounts using CRM software efficiently.
• Collaborated with team members to enhance service delivery and customer satisfaction.
• Handled customer complaints professionally, ensuring timely resolutions and maintaining positive relationships.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Coordinated daily transportation schedules to optimize route efficiency and minimize delays.
• Monitored real-time traffic conditions and adjusted dispatch plans accordingly.

• Conducted follow-ups on service requests to ensure customer needs were met effectively.
• Documented customer interactions in detail for future reference and quality assurance purposes.
• Adapted quickly to changing procedures and policies, maintaining a high level of performance under pressure.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.