JUENES CARTER
Atlanta,GA
Summary
Detail-oriented Customer Service Professional with over 10 years of experience managing high-volume inquiries and resolving complex issues. Expertise in utilizing CRM systems for documentation and analytics, with strong skills in de-escalating customer concerns. Proven track record in collaborating with cross-functional teams to enhance customer experience while meeting service level and quality standards.
Knowledgeable service oriented coordinator with a solid track record in managing complex logistical schedules efficiently. Recognized for optimizing times and routes reducing service wait times, ensuring seamless operations.
Overview
15
15
years of professional experience
Work History
Dispatcher Lead
JC Group Inc
10.2023 - 06.2025
- Enhanced customer satisfaction by resolving inquiries about deliveries and services.
- Coordinated with teams to address escalated customer concerns effectively and promptly.
- Maintained accurate documentation of customer interactions across multiple systems.
- Scheduled technicians based on urgency and skillset to optimize service efficiency.
- Mentored dispatchers to cultivate a collaborative, high-performance team environment.
Technical Support I
Telenetwork
02.2019 - 08.2023
- Enhanced customer satisfaction through effective technical support for internet issues.
- Managed user accounts and access rights, ensuring data integrity and documentation.
- Resolved hardware and software issues while clearly communicating next steps to customers.
- Utilized multiple systems to investigate ISP disruptions, restoring service efficiently.
- Coordinated with departments to troubleshoot and resolve service outages quickly.
Personal Caregiver
Personal Caregiver
08.2014 - 11.2018
- Delivered compassionate in-home care, fostering trust through open communication with clients and families.
- Ensured client needs and preferences were accurately addressed, enhancing overall satisfaction and comfort.
- Regularly monitored client health and safety, identifying potential issues to prevent complications.
- Documented observations meticulously, ensuring timely updates were communicated to relevant parties.
- Collaborated with healthcare professionals to develop personalized care plans tailored to individual client needs.
Dispatcher / Customer Support / Administrative Assistant / Temporary Manager
Moncrief Heating and Air
11.2011 - 08.2014
- Enhanced customer satisfaction by managing inbound service requests and urgent issues.
- Efficiently scheduled HVAC technicians, prioritizing emergencies and communicating arrival updates.
- Led a small contact center team, ensuring friendly service and service standards compliance.
- Streamlined software enhancements, improving tools for effective customer interaction handling.
Education
Associate in Applied Science - Cybersecurity
Atlanta Technical College
Atlanta, GA12.2025
IT Certifications
Advanced Technology Group
Sandy Springs, GASkills
- Customer service (phone, email, chat)
- Issue resolution & escalation handling
- Remote work & virtual collaboration
- Dispatching & schedule coordination
- CRM & ticketing systems (Salesforce, Remedy, SAP, PeopleSoft, PDActive)
- Documentation & follow-up in multiple systems
- Multitasking in high-volume environments
- SLA adherence & performance metrics
- Technical troubleshooting (Level 1)
- Professional, empathetic communication
- CRM & ticketing: Salesforce, Remedy, SAP, PeopleSoft, PDActive, RMAs
- Productivity: Microsoft Office (Word, Excel, PowerPoint), Outlook, Lotus Notes, QuickNotes, GroupWise
- Systems: Active Directory, UNIX/Linux fundamentals, basic security and compliance tools (eg, SIEM, firewalls)
- Typing speed: 75 wpm; Data entry: 10,000 ksph
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 6-10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkLocation Preference
RemoteOn-SiteHybridImportant To Me
Career advancementPersonal development programsWork from home optionPaid time offStock Options / Equity / Profit SharingPaid sick leaveHealthcare benefitsTimeline
Dispatcher Lead
JC Group Inc
10.2023 - 06.2025
Technical Support I
Telenetwork
02.2019 - 08.2023
Personal Caregiver
Personal Caregiver
08.2014 - 11.2018
Dispatcher / Customer Support / Administrative Assistant / Temporary Manager
Moncrief Heating and Air
11.2011 - 08.2014
Associate in Applied Science - Cybersecurity
Atlanta Technical College
IT Certifications
Advanced Technology Group