Kristelle Celestin
Customer Service, Dispatcher, Technical Support
Tamarac,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
HVAC Dispatcher
Palm Air Air Conditioning
Boca Raton, FL
05.2023 - Current
- Maintained updated and detailed records of calls in physical and electronic database.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Closely monitored dispatch board to triage and prioritize over 60 daily calls.
- Directed dispatching, routing, and tracking of 30 fleet vehicles.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Analyzed customer feedback and provided solutions to improve customer service.
Emergency Roadside Dispatcher
Nation Safe Drivers
Boca Raton, FL
05.2022 - 04.2023
- Received emergency roadside assistance calls and supervised response prioritization in order to effectively dispatch roadside assistance.
- Mapping customers location to ensure proper assistance.
- Effectively calming customers in emergency sistuations.
- Answered calls from automatic routing system and took basic information from callers.
Technical Support Representative
Fusion BPO
Boca Raton, FL
10.2022 - 03.2023
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Member Experience Specialist
Nation Benefits
, FL
03.2020 - 05.2022
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
Education
High School Diploma -
Coral Springs High School
Coral Springs, FL 06.2020 - 06.2020
Skills
Dispatching field personnel
Prioritizing calls
Analytical and Critical Thinking
Active Listening
Good Telephone Etiquette
Complaint resolution
Report preparation
Creative problem solving
Route dispatch
Technical Support
Spreadsheet management
Data verification
Microsoft Office proficiency
Identifying errors
Timeline
HVAC Dispatcher
Palm Air Air Conditioning
05.2023 - Current
Technical Support Representative
Fusion BPO
10.2022 - 03.2023
Emergency Roadside Dispatcher
Nation Safe Drivers
05.2022 - 04.2023
High School Diploma -
Coral Springs High School
06.2020 - 06.2020
Member Experience Specialist
Nation Benefits
03.2020 - 05.2022