Summary
Overview
Work History
Education
Skills
Timeline
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KEESHA PATTERSON

Houston,Texas

Summary

ADMINISTRATIVE PROFESSIONAL HIGHLIGHTS OF QUALIFICATIONS Detail-oriented professional with nine years of progressive experience in clerical administration as well as dispatch. Proven skills in oral and written communication. Strong interpersonal communication,and documentation. Successful customer service representative meets or exceeds goals through insightful decisions. Thrives under pressure to deliver promised results and exceed business targets. Demonstrated success in cultivating rapport with individuals to optimize goals and output, resolve complex problems and deliver innovative improvement strategies. Decisive and thorough professional focused on developing realistic solutions for consumer, employee and operations concerns. Results-driven [Job Title] accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Working knowledge of optimal practices and safety behaviors for [Area of expertise]. Innovative [Job Title] consistently praised by management for providing top-notch technical, quality and production leadership to assigned team. Well-educated in [Type] troubleshooting, root cause analysis and corrective action implementation. Available weekends, evenings and overnights.

Overview

26
26
years of professional experience

Work History

Team Lead

Convergent Outsourcing Inc
03.2008 - 06.2022
  • Under general direction, supervises and monitors the collection and accounting of revenues due to the client,
  • Assist with agent collection as needed, including verifications, escalated calls, and second voices.
  • Ensure all work performed is within state and federal compliance, as well and company policy.
  • Directing and reviewing a variety of information, reports, and data pertaining to collection activities.
  • Fill in as needed in other departments.
  • Managing and coaching agents on time management, as pertaining to call length, time in after-work, and time between calls.
  • Assist with the building and management of dialer cues.
  • Key Accomplishments:.
  • Consistently reaches or exceeds monthly goals.
  • Motivate and inspire a positive atmosphere.
  • Manage a team of 15 + collection representatives daily.

Dispatcher

Jones Delivery Service
Houston, Texas
02.2018 - 08.2021
  • Directed investigations to verify and resolve customer or shipper complaints.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
  • Directed dispatching, routing and tracking of 50 fleet vehicles.


  • Evaluated and adjusted over 80 routes based on daily needs, available workers, traffic hazards and weather conditions.
  • Closely monitored dispatch board to triage and prioritize over 100 daily calls.
  • Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
  • Handled incoming calls and emails from customers regarding issues with deliveries.

Customer Service Representative

Signus Communication
03.2006 - 12.2007
  • Answered and routed incoming calls, provided preliminary assurance that issue would be resolved in a timely manner, prepped responding agent on nature of call, provided record of all calls received, followed up with clients to ensure issue resolution.
  • Assisted in other areas as needed.
  • Key Accomplishments.
  • Attained 97% customer satisfaction level through demonstration of highly effective query response and problem resolution strategies.
  • Streamlined calls forwarding mechanism and synchronized various customer databases to reduce average call processing time by 5 minutes.
  • Earned ‘Best Call Center Representative Award’ twice.

Teacher Aid / Driver

Aunt B’s Child Care and Development Centers
02.1997 - 04.2003
  • Assisted teachers with supervision and care of group of 15-20 children.
  • Applied specialized teaching techniques to reinforce social and communication skills.
  • Supported student learning objectives through personalized and small group assistance.
  • Took attendance, graded assignments and maintained student records to assist teachers with administrative tasks and maintain smooth daily operations.
  • Supported student physical, mental and social development using classroom games and activities.

Education

High School Diploma -

Ross Shaw Sterling Senior High
06.1995

Skills

  • Team Management
  • Customer Service and Assistance
  • Team Goals
  • Quality Control
  • Call Center Software
  • Call Documentation
  • Customer Retention Strategies
  • Customer Data Confidentiality
  • Upbeat and Postive Personality
  • Microsoft Excel,Office,Outlook
  • Strong Analytical and Problem-Solving Skills
  • Dispatch Recordkeeping
  • Customer Request Management
  • Personnel Monitoring
  • Work Crew Dispatching
  • Route Planning and Adjustment
  • Toddler-Preschool Age-Group Experience
  • Lessons and Activities

Timeline

Dispatcher

Jones Delivery Service
02.2018 - 08.2021

Team Lead

Convergent Outsourcing Inc
03.2008 - 06.2022

Customer Service Representative

Signus Communication
03.2006 - 12.2007

Teacher Aid / Driver

Aunt B’s Child Care and Development Centers
02.1997 - 04.2003

High School Diploma -

Ross Shaw Sterling Senior High

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KEESHA PATTERSON