KIZZIE GARLAND-IBRAHIM
Norcross,GA
Summary
Experienced Dispatcher and Customer Account Representative skilled in route optimization, GPS tracking, and CRM recordkeeping. Streamlines operations by dispatching crews, addressing customer concerns, and maintaining organized schedules. Demonstrates effective communication and time management while resolving issues with precision and professionalism.
Overview
12
12
years of professional experience
Work History
Dispatcher
Ramsey's Quick & Fast junk Removal LLC
05.2023 - Current
- Scheduled and dispatched crews to optimize workflow and ensure timely service delivery.
- Dispatched drivers to customer locations via phone and dispatch software, enabling efficient response to service requests.
- Implemented GPS tracking systems for efficient route management.
- Route planning and optimization
- Communication (verbal and written) with customers and field staff.
- Problem-solving and conflict resolution.
- Organization and time management.
- Leveraged mobile communication tools to enhance team coordination.
- Updated job notes, addresses, and appointment changes in scheduling system to maintain accurate records and facilitate smooth operations.
CUSTOMER ACCOUNT REPRESENTATIVE
BETTER BUSINESS BUREAU (PRIDESTAFF TEMP AGENCY)
03.2023 - 06.2024
- Adhered to BBB sales process, effectively communicating mission, benefits, and importance of BBB accreditation to prospects.
- Collects payments from businesses via credit card or ACH (check by phone), when application is completed.
- Completes BBB Accredited Business application and follows SOP for processing each application for each business contacted that agrees to BBB accreditation.
- Updated company records in Blue system and logged call codes for each interaction using BBB CRM to maintain accurate client information.
- Provided courteous and knowledgeable information in all interactions, reinforcing BBB's mission and enhancing customer understanding.
CUSTOMER ACCOUNT REPRESENTATIVE
VXI GLOBAL SOULTIONS
ATLANTA, GA
07.2023 - 02.2024
- Provided customer support by phone as primary contact for inbound consumer issues, resolving inquiries effectively.
- Processes a high volume of consumer inquiries and services and resolves a targeted percentage of those inquiries.
- Troubleshoot customer problems, identify root cause of problem and use tool and resources appropriately to determine how to resolve customer problems.
- Tracked and documented inbound support requests, ensuring accurate notation of customer problems to facilitate resolution.
- Directed unresolved issues to appropriate resources for further assistance.
- Achieved established job standards, such as quality standards, adherence to schedule and average handle time.
TELESALES REPRESENTATIVE
COMCAST
CHAMBLEE, GA
11.2019 - 01.2022
- Exceeded monthly sales quotas through effective inbound and outbound calls.
- Contacted potential and existing customers to inform them about products and services while ensuring exceptional customer service during each phone interaction.
- Answering customers' questions about products and/or services we provide to ensure customer satisfaction with our products/services being rendered.
- Asking discovery questions to understand customer requirements that will provide a lead.
- Answered and assisted with all billing inquiries with the add-on of services to customers' accounts.
- Intermediate skills with navigating two monitors at a time to better assist customers and multi-task in a timely manner.
- Documented and submitted customer information via email, collaborating with other departments to manage accounts and records.
- Coordinated tasks and provided guidance to the team.
Customer Service Representative/Appointment scheduler.
Optum/United Health Group (Randstad Temp Agency)
Sandy Springs, GA
12.2018 - 04.2019
- Responded to inquiries regarding medical service needs and facilitated scheduling of assessments and appointments.
- Set/dispatched appointments for assessments that are for clients receiving medical services through the
- Followed all HIPAA Guidelines and laws regarding client's confidential information.
- Utilized Web-X and Salesforce systems for client management.
- Utilized spreadsheets and Google Maps to identify assessors for conducting assessments at client-specific locations.
- Department of Human Services in the state of Arkansas.
Customer Service Representative (Billing and Sales Agent)
Mediacom Call Center
Valdosta, GA
03.2017 - 02.2018
- Handled high volume of inbound/outbound calls in fast-paced call center, assisting cable, phone, and internet customers while utilizing dual monitors for efficient information access.
- Explained all billing inquiries to customers regarding service for cable, internet, and phone for residential and/or business customers.
- Modified and received payments towards accounts with integrity and credibility
- Met sales quota while managing account statuses and balances by identifying inconsistencies
- Achieved top 5 status among customer service representatives by delivering exceptional customer care and ensuring high-quality support.
- Assisted with tech support by troubleshooting devices connected via cable, phone, and internet service
CUSTOMER SERVICE REPRESENTATIVE
ELEAD1 CRM (DATA SOFTWARE SERVICES)
VALDOSTA, GA
05.2014 - 05.2016
- High volume-fast paced call center for Inbound/Outbound sales and service calls for various dealerships
- Successful and highly efficient sales calls by:
- Listening carefully for key concerns and needs of the customer
- Finding a way to interest potential buyers in the market by creating leads
- Tailoring to prospective customers interested in buying a vehicle or needing service.
- Scheduled and booked follow-up appointments, inviting customers to dealerships as VIP guests to enhance their experience.
- Managed multiple tasks simultaneously by navigating between two monitors. and navigate between two monitors at a time to open multiple windows to research and verify
- Information while call handling and making transfers.
- Categorized leads based on customer responses and recorded key information in online database for future marketing efforts.
Education
Some College (No Degree) - Marketing Management
Wiregrass Technical College
ValdostaSkills
- Route management
- Route optimization
- GPS tracking
- Scheduling systems
- Appointment scheduling
- Multi-line call handling
- Customer service
- Call handling
- Real-time communication
- Microsoft Office proficiency
- Problem-solving enthusiasm
- Attention to detail
- Time management
- Strong communication skills
- Effective communication
- Professional representation
- People-oriented
- Goal-oriented mindset
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
(Call Center or On-Site)
Timeline
CUSTOMER ACCOUNT REPRESENTATIVE
VXI GLOBAL SOULTIONS
07.2023 - 02.2024
Dispatcher
Ramsey's Quick & Fast junk Removal LLC
05.2023 - Current
CUSTOMER ACCOUNT REPRESENTATIVE
BETTER BUSINESS BUREAU (PRIDESTAFF TEMP AGENCY)
03.2023 - 06.2024
TELESALES REPRESENTATIVE
COMCAST
11.2019 - 01.2022
Customer Service Representative/Appointment scheduler.
Optum/United Health Group (Randstad Temp Agency)
12.2018 - 04.2019
Customer Service Representative (Billing and Sales Agent)
Mediacom Call Center
03.2017 - 02.2018
CUSTOMER SERVICE REPRESENTATIVE
ELEAD1 CRM (DATA SOFTWARE SERVICES)
05.2014 - 05.2016
Some College (No Degree) - Marketing Management
Wiregrass Technical College