Summary
Overview
Work History
Education
Skills
Links
Timeline
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Kelsi Marsh

Summary

I have 18 years of customer service experience and 6 years of dispatch experience. This includes dispatching in fields such as plumbing, hvac, telecom, refrigeration and electrical. I am an enthusiastic customer service professional with the ability to keep calm and collected under pressure. Always ready to do what it takes to get the job done and keep the customer happy. I am eager to put my skills to good use and prove that I have what it takes!

I am well-qualified Dispatcher and Customer Service Rep with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.

Overview

18
18
years of professional experience

Work History

Dispatcher

Deem LLC
06.2023 - Current
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely solutions.
  • Directed dispatching, routing, and tracking of hours for up to 40 technicians at a time.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • My duties included data entry in Excel, communication with all technicians, directing them to multiple work orders at multiple sites per day and an urgent sense of organization to get the work done in a timely manner.
  • Assisted customers with a warm and professional attitude
  • Assisted customers with questions
  • Kept records of customer complaints
  • Handled emails, inbound calls, and outbound calls
  • Booked appointments
  • Managed customer accounts
  • Assisted with technical support duties
  • Performed data entry for customer information and orders
  • Created and distributed work orders to technicians
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Consistently met performance metrics for call handling, contributing to the overall success of the department.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.

Dispatch/Customer Service Representative

Deem LLC
07.2016 - 07.2020
  • I started at DEEM as a Service Request Team Member. My duties included answering phones, taking information from customers to create work orders, directing customers to their desired department for information regarding their accounts, data entry for technicians notes and account information and data entry using Microsoft Word and Excel. I worked as afterhours dispatch from 2-10pm answering customer calls, creating work orders, dispatching technicians in multiple states while also providing them with our has orders and credit cards if needed. All of this was done alone afterhours as well as every other weekend.
  • After DEEM transitioned over to a new software called, Sage Service Operations, I became a trainer for the service department. I was in charge of training new hires and current hires, in the office and in the field.
  • I was promoted to Dispatch after a few years and had control over 40 telecom technicians in about 5 states.
  • During the beginning of Covid I had taken over an extra 60 technicians on top of the 40 I previously had and dispatched them throughout Indiana.
  • My duties included data entry in Excel, communication with all technicians, directing them to multiple work orders at multiple sites per day and an urgent sense of organization to get the work done in a timely manner.
  • Assisted customers with a warm and professional attitude
  • Assisted customers with questions
  • Kept records of customer complaints
  • Handled emails, inbound calls, and outbound calls
  • Booked appointments
  • Managed customer accounts
  • Assisted with technical support duties
  • Performed data entry for customer information and orders
  • Created and distributed work orders to technicians

Administrative Assistant

Washington Township Parks Department
09.2010 - 10.2011
  • Scheduling appointments
  • Handling money
  • Communicated with Supervisor
  • Handled phones and faxes
  • Monitored office supplies
  • Responded to emails/faxes
  • General clerical support duties including filing, faxing, scheduling and placing orders

Receptionist

Avant Gard Hair Salon
05.2009 - 09.2010
  • Greeted all guests
  • Checked in/out guests
  • Took phone calls, directed visitors and took messages
  • Scheduled appointments
  • Handled cash and deliveries
  • Monitored and updated guest records

Activities Assistant/Receptionist

THE HEARTH AT PRESTWICK
04.2007 - 08.2010
  • Activities with residents
  • Answering phones
  • Making copies
  • Greeting visitors
  • Organizing supplies

Education

Diploma - Core 40

Avon High School
Avon, IN
05.2009

Skills

  • 95 wpm typing experience
  • Excellent customer service phone and e-mail skills
  • Knowledge with Microsoft Word and basic knowledge of Excel
  • The ability to work under pressure
  • Professional email experience
  • Organization
  • Customer service
  • Computer communication
  • Ability to keep calm under pressure
  • Problem solving
  • Time management
  • Administrative Experience
  • Communication Skills
  • Microsoft Powerpoint
  • Computer Skills
  • Computer Literacy
  • Data Entry
  • English
  • Clerical Experience
  • Research
  • Microsoft Office
  • Front Desk
  • Dispatching
  • Typing
  • Databases
  • Phone etiquette
  • Data entry
  • Decision-making
  • Active listening
  • Attention to detail
  • Dispatch software
  • Prioritizing calls
  • Customer relations
  • Dispatch coordination
  • Schedule management
  • Route navigation
  • Work order management
  • Team collaboration
  • Multitasking and organization
  • Verbal and written communication

Links

https://www.linkedin.com/mwlite/in/kelsi-marsh-675570130

Timeline

Dispatcher

Deem LLC
06.2023 - Current

Dispatch/Customer Service Representative

Deem LLC
07.2016 - 07.2020

Administrative Assistant

Washington Township Parks Department
09.2010 - 10.2011

Receptionist

Avant Gard Hair Salon
05.2009 - 09.2010

Activities Assistant/Receptionist

THE HEARTH AT PRESTWICK
04.2007 - 08.2010

Diploma - Core 40

Avon High School

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Kelsi Marsh