Manuel Pacheco
Phoenix,AZ
Summary
Dedicated roadside assistance agent with strong multitasking and problem-solving abilities. Demonstrated expertise in customer service and effective communication, consistently ensuring timely assistance and satisfaction for distressed motorists.
Objectives:
To utilize my knowledge and experience with the purpose of securing a professional career with opportunity for challenges and career progression, while gaining knowledge of new skills and expertise.
Overview
8
8
years of professional experience
Work History
Road Side Assistance Agent
Uhaul Moving And Storage
Phoenix, AZ
12.2022 - Current
- Responded promptly to roadside assistance requests, ensuring customer satisfaction and safety.
- Coordinated with towing services and emergency responders, facilitating efficient resolution of roadside incidents.
- Maintained detailed records of service calls and customer interactions for continuous improvement and quality assurance.
- Maintained thorough knowledge of company policies and procedures to provide accurate information to customers in need of assistance.
- Assisted motorists with various vehicle issues such as flat tires, dead batteries, and lockouts, helping them get back on the road quickly.
- Coordinated alternative transportation options for customers when necessary, such as taxis or rental cars.
- Effectively communicated insurance coverage details to customers experiencing a breakdown or accident situation.
- Managed high call volume while remaining calm and professional, ensuring accurate information was relayed to all parties involved.
- Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.
- Established strong relationships with local service providers to ensure prompt response times during emergencies.
- Utilized GPS technology to accurately locate stranded motorists for faster response times.
- Served as a reliable point of contact between law enforcement agencies, insurance companies, repair shops, and towing services during incidents requiring coordination among multiple parties.
- Enhanced customer satisfaction by providing timely and efficient roadside assistance services.
- Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
- Collaborated with team members to continuously improve processes and procedures within the department.
- Promoted a positive company image by maintaining professionalism and demonstrating excellent customer service skills in all interactions.
- Reduced wait times for stranded motorists by swiftly dispatching tow trucks and other support vehicles.
- Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
Security Officer
VSS Security Services
Phoenix, AZ
11.2017 - 11.2022
- Monitored premises to ensure safety and security compliance.
- Conducted regular inspections of facilities and equipment for potential hazards.
- Responded promptly to incidents, providing detailed reports for management review.
- Coordinated emergency response efforts, ensuring adherence to safety protocols.
- Collaborated with law enforcement agencies during investigations and emergency situations.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Enhanced security measures by staying up-to-date on industry best practices, attending training sessions, and obtaining relevant certifications.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Completed full building and grounds patrols to spot and investigate concerns.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Monitored CCTV cameras and alarm systems for security breaches.
- Examined doors, windows and gates to verify security.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
Education
High School Diploma -
Phoenix College
Phoenix, AZ07-2011
Skills
- Strong multitasking
- Reliability and punctuality
- Vehicle diagnostics
- Stress tolerance
- Data entry proficiency
- Patience and tact
- Geographical expertise
- Teamwork
- Teamwork and collaboration
- Quick thinking
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Clear communication
- Organizational skills
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Microsoft office
- Data entry
- Self motivation
- Computer literacy
- Information gathering
- Professionalism
- Complex Problem-solving
- De-escalation techniques
- Time management abilities
- Adaptability
- Call center software
Languages
English
Native or Bilingual
Timeline
Road Side Assistance Agent
Uhaul Moving And Storage
12.2022 - Current
Security Officer
VSS Security Services
11.2017 - 11.2022
High School Diploma -
Phoenix College