Jessica Brown
Las Vegas,NV
Summary
Highly motivated Scheduling Coordinator offering career in handling administrative tasks successfully while maintaining calendars for schedules. Promoting sharp computer and relationship-building talents coupled with exemplary communication skills. Excels in complex tasks involving multiple stakeholders, critical details and hard deadlines.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
American Homes 4 Rent
Las Vegas, NV
03.2023 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Identified needs of customers promptly and efficiently.
Scheduling Coordinator
American Homes 4 Rent
Las Vegas, NM
03.2021 - Current
- Arranged for specialized maintenance and repair personnel availability according to established schedules.
- Analyzed schedules in light of availability.
- Distributed work orders to departments.
- Scheduled space or equipment for special programs, meetings and conferences.
- Assisted fellow planning staff members with tasks to maintain proper workflows.
- Set and confirmed customer appointments.
- Completed timely changes and updates to schedules in central scheduling system.
- Communicated schedule changes to appropriate department personnel and customers.
- Entered information into system to update status reports.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Market Maintenance Representative
American Homes 4 Rent
Las Vegas, NV
02.2018 - 03.2021
- Identified problems during daily work inspections and addressed concerns.
- Arranged for specialized maintenance and repair personnel availability according to established schedules.
- Identify and coordinate scheduled maintenance, repair or replacement needs.
- Distributed work orders to departments.
- Improved customer service wait times to mitigate complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Consulted with customers to resolve escalated service issues.
- Asked probing questions to determine service needs and accurately input information into CRM.
Maintenance Coordinator
American Homes 4 Rent
Las Vegas, NV
02.2017 - 03.2018
- Managed schedule of repairs to guarantee arrival of parts, equipment and resources needed to satisfy job requirements.
- Scheduled emergency repairs during off-hours to restore essential utilities.
- Identified and resolved HVAC failures with vendors to restore comfort during extreme weather.
- Directed bidding and selection processes to find external contractors for specialized projects.
- Contacted vendors to procure equipment to meet organizational demands.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification. Made outbound calls to obtain account information.
Dispatcher
People Ready Staffing
Las Vegas, NV
01.2014 - 02.2017
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Tracked changes in computer system to keep records current and accurate.
- Kept detailed and updated records of calls in physical and electronic databases.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Communicated with individuals within inbound call center setting to complete dispatch support for calls.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Scheduled loads according to priority and available equipment.
Skills
- Customer engagement and support
- Project scheduling
- Calendar coordination
- Administrative duties
- Phone inquiries
- Superb active listening abilities
- Customer relations understanding
- CRM and office management software
- Documentation skills
- Report creation
- Courteous demeanor
- High-energy attitude
- Inbound and Outbound Calling
- Customer relations
- Problem-solving abilities
Timeline
Customer Service Representative
American Homes 4 Rent
03.2023 - Current
Scheduling Coordinator
American Homes 4 Rent
03.2021 - Current
Market Maintenance Representative
American Homes 4 Rent
02.2018 - 03.2021
Maintenance Coordinator
American Homes 4 Rent
02.2017 - 03.2018
Dispatcher
People Ready Staffing
01.2014 - 02.2017