Summary
Overview
Work History
Education
Skills
Accomplishments
References
Work Availability
Work Preference
Software
Quote
Timeline
Generic
Lynnette Ware

Lynnette Ware

GLEN BURNIE,MD

Summary

CUSTOMER SERVICE/DISPATCH PROFESSIONAL

More than 20 years' successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and troubleshooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems. Possess solid computer skills. Excellent working knowledge using both AS 400 and Win SMS, Microsoft Excel, Word Perfect, Microsoft Word, Fleettraks and E-Trace dispatching system, Service Titan & Dialpad telephone system. A team player, acknowledged as "Dispatch Professional."

Overview

21
21
years of professional experience

Work History

Customer Service Specialist

Environmental Systems Associates
04.2023 - Current
  • Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
  • Streamlined communication between customers and internal teams, resulting in increased collaboration and problem resolution.
  • Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
  • Developed and implemented training programs for new hires, contributing to enhanced team performance and productivity.
  • Conducted quality assurance evaluations on customer interactions, providing constructive feedback to enhance service delivery standards.
  • Collaborated with cross-functional teams to develop new strategies for enhancing the overall customer experience.
  • Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
  • Implemented process improvements that resulted in reduced average handling times without sacrificing quality of support provided.
  • Consistently achieved personal performance targets while actively contributing to the success of the broader team.
  • Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.
  • Assisted with the development of departmental policies and procedures aimed at improving efficiency without compromising on customer satisfaction levels.
  • Participated in ongoing professional development opportunities, staying current with industry trends to better serve customers'' needs.
  • Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
  • Entered customer data into system and communicated service concerns with Upper Management, Service & Install department.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Responded to customer calls and emails to answer questions about products and services.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
  • Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Sought ways to improve processes and services provided.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.

Customer Service Representative/Dispatcher

Roto-Rooter Services Company
01.2003 - 05.2023
  • Work with over 100 service technicians to efficiently service customers
  • Field incoming customer service orders and effectively enter into AS400 system for 15 states
  • Quickly and effectively solve customer challenges
  • Maintain quality control, constantly seeking new ways to improve customer service
  • Effective dispatching of field technicians to service customers in a timely manner.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Developed and updated databases to handle customer data.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Cross-trained and backed up other customer service managers.
  • Improved response times by efficiently prioritizing and dispatching emergency calls.
  • Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Consistently met performance metrics for call handling, contributing to the overall success of the department.
  • Stayed up-to-date on relevant industry trends and best practices through continued education and professional development opportunities.
  • Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.
  • 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.
  • Minimized cost of operations by optimizing routes for drivers to align with budget.
  • Answered phone calls and responded to customer emails.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Assisted in resolving customer complaints and grievances.
  • Monitored and tracked dispatch communication systems.
  • Scheduled deliveries and pickups according to customer needs.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Communicated with customers to provide delivery updates and resolution.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Scheduled and organized delivery routes.
  • Received new orders, prepared documentation, and assigned personnel.
  • Tracked and monitored vehicle performance and maintenance.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Provided customers with information on products and services.
  • Managed customer accounts and invoicing.
  • Utilized customer feedback to improve customer service.
  • Directed dispatching, routing, and tracking of 45-100 fleet vehicles.
  • Closely monitored dispatch board to triage and prioritize over 75-150 daily calls.
  • Sent out drivers to assist 40-65 hourly callers based on locations, needs and worker availability.

Administrative Assistant to the Director

Roto Rooter Plumbing
02.2020 - 12.2021
  • Streamlined office operations by implementing efficient administrative processes and procedures.
  • Enhanced director''s productivity by managing schedules, coordinating meetings, and handling travel arrangements.
  • Improved communication within the department through timely distribution of meeting agendas, minutes, and reports.
  • Supported the successful execution of projects by tracking progress, maintaining clear documentation, and reporting updates to the director.
  • Increased efficiency in the workplace by organizing and maintaining an effective filing system for both physical and electronic documents.
  • Contributed to a positive work environment through exceptional interpersonal skills when interacting with colleagues and clients.
  • Managed incoming calls professionally, directing inquiries to appropriate personnel or providing relevant information as needed.
  • Assisted in budget management by tracking expenses, processing invoices, and reconciling financial statements for accurate recordkeeping.
  • Reduced workload for the director by taking on additional responsibilities such as drafting correspondence, creating presentations, and preparing briefing materials.
  • Maintained a high level of confidentiality when dealing with sensitive company information or handling personnel matters on behalf of the director.
  • Provided logistical support for events and conferences attended by the director or other senior staff members.
  • Collaborated with cross-functional teams to achieve project milestones while adhering to deadlines and budgets set forth by the director.
  • Ensured accuracy in all written communications from the director''s office through meticulous proofreading and editing practices.
  • Coordinated internal resources effectively to ensure seamless transitions between tasks delegated by the director during periods of high workload demand.
  • Facilitated smooth operations within the department by acting as a liaison between employees at various organizational levels including executives, peers, subordinates, vendors, and clients alike.
  • Expedited decision-making processes for time-sensitive matters by providing the director with well-researched data and pertinent information.
  • Fostered a professional atmosphere within the office through diligent organization, consistent punctuality, and adherence to established policies and procedures.
  • Managed client relationships on behalf of the director by promptly addressing inquiries, resolving issues, and maintaining open lines of communication for long-term satisfaction.
  • Assisted in the onboarding process for new employees by coordinating orientation sessions, preparing training materials, and serving as a point of contact during their initial transition into the workplace environment.
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.
  • Monitored supervisor's work calendar and scheduled appointments, meetings, and travel.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions, and distributing meeting notes.
  • Handled confidential and sensitive information with discretion and tact.
  • Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
  • Organized and coordinated conferences and monthly meetings.
  • Processed travel expenses and reimbursements for executive team and senior management group.
  • Answered high volume of phone calls and email inquiries.
  • Screened calls and emails and initiated actions to respond or direct messages for managers.
  • Used advanced software to prepare documents, reports, and presentations.
  • Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Supported business and hospitality needs of corporate partners and staff during meetings and company events.
  • Conducted research and analyzed data to provide detailed reports on various business topics.
  • Updated spreadsheets and created presentations to support executives and boost team productivity.
  • Transcribed meeting minutes to support sales, business development and senior management teams.
  • Developed and maintained automated alert systems for important deadlines.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Managed filing system, entered data and completed other clerical tasks.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.

Education

No Degree - Business Communications

Anne Arundel Community College
Arnold, MD

General Studies, Phlebotomy -

Anne Arundel Community College
01.1996

Skills

  • Escalation management
  • Conflict Management
  • SOP Writing
  • Customer Education
  • Live chat support
  • De-Escalation Techniques
  • Documentation Review
  • Reporting and analysis
  • Database Research
  • Complaint Handling
  • Call Control
  • Call center experience
  • Email support
  • Account Management
  • Order Fulfillment
  • Service Recommendations
  • Payment Processing
  • Procedure writing
  • Credit card processing
  • Customer Support
  • Complaint resolution
  • Cross-Functional Collaboration
  • Quality Assurance
  • Customer Service
  • Order Processing
  • Call Documentation
  • Quality Control
  • Organizational Skills
  • Shipping procedures understanding
  • Data Entry
  • Project management abilities
  • Order and Refund Processing
  • Remote Office Availability
  • Excellent Communication
  • LiveChat Messaging
  • Call Center Operations
  • Work Prioritization
  • Customer Relations
  • Receiving support
  • Attention to Detail
  • Analytical Skills
  • Microsoft Office
  • Product and service knowledge
  • Self Motivation
  • Multitasking
  • Transaction Processing
  • Professional Demeanor
  • Reliability
  • Time management abilities
  • Following scripts
  • Relationship Building
  • Understanding Customer Needs
  • Multi-Line Phone Systems
  • Product Recommendations
  • MS Office
  • Billing Adjustments and Refunds
  • Route Management
  • Report Preparation
  • Customer Retention Strategies
  • Product Knowledge
  • Recordkeeping strengths
  • Office equipment proficiency
  • Adaptability and Flexibility
  • Adaptability
  • Salesforce CRM

Accomplishments

  • Dispatcher of the Year.(2005-2018)
  • Dispatch Trainer for New Hires
  • Successfully helped to increase productivity and sales in each new market assigned.
  • Increased branch to Call Center morale through efficient dispatching and reduced drive time.
  • Dispatch Genius (2012)
  • Customer Service MVP (2014-2016)
  • Over Achiever Award (2019-2020)
  • Supervised team of 12 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 10 in the development of SouthEast Dispatch Crew. That covered 4 States & 10 major cities(service areas)

References

Furnished Upon Request

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceCareer advancementHealthcare benefitsTeam Building / Company Retreats401k matchPersonal development programsWork from home optionPaid time offCompany CulturePaid sick leave4-day work weekStock Options / Equity / Profit SharingFlexible work hours

Software

Workday

Word

Micro Soft Office

Windows

Excel

Google Sheets

Java Script

Spreadsheet

Outlook

Email

ServiceTitan

Winnsms

Gooey

Adobe/Acrobat

Quote

The Will of God will not take you where the Grace of God will not protect you
Billy Graham

Timeline

Customer Service Specialist

Environmental Systems Associates
04.2023 - Current

Administrative Assistant to the Director

Roto Rooter Plumbing
02.2020 - 12.2021

Customer Service Representative/Dispatcher

Roto-Rooter Services Company
01.2003 - 05.2023

No Degree - Business Communications

Anne Arundel Community College

General Studies, Phlebotomy -

Anne Arundel Community College

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Lynnette Ware