Melody Alvarado

• Schedules and dispatches workers; work crews; equipment; or service vehicles to appropriate locations according to trouble calls received from field service personnel.
• Enter and dispatch work order service requests. Relays technical assistance; work orders; messages; and information to or from work crews, supervisors and field inspectors using telephones and two-way radios.
• Initiate, enter and update “Calls For Service” into Computer Aided Dispatch/Computer System Emergency Notification System during emergency and non-emergency situations.
  Operate and monitor fire alarm system for department and external buildings. Monitor security/emergency equipment/systems and closed circuit television monitors; Report breaches of security to appropriate personnel.
• Managed communication between drivers and customers, effectively resolving service issues to enhance customer satisfaction.
• Monitored vehicle locations using GPS systems for real-time updates.
• Collaborated with maintenance team to schedule vehicle repairs and inspections.
• Schedules and loans out pool vehicles to authorized employees.
• Recorded and maintained files of customer requests, service performance, charges, expenses, inventory, and other dispatch information accurately.
• Confers with customers or other personnel to address questions; problems; and requests for service or equipment.
• Prepares daily work log information for reports.
• Determines types or amount of supplies needed and places orders, accordingly.
• Coordinates emergency response including evacuation process.
• Operate/monitor multi-channel radio, audio/video, multi-agency and multi-jurisdictional alpha paging systems.
• Processed incoming service requests through dispatch software accurately.
• Facilitated team meetings to identify operational challenges and collaboratively develop solutions.
• Managed a large volume of phone calls while ensuring accuracy in data entry.

● Receive incoming phone calls and emails from customers, contractors and other city
personnel, concerning services, products, billing and equipment
● Verify customer accounts, research customer issues and generate service requests
accordingly
● Dispatch service request to appropriate technician in a timely manner using a 2 way
radio
● Communicate with technicians via radio transmission until request has been resolved
● Maintain and update service request log until resolution
● Data entry utilizing the following: Infor Public Sector (IPS), Geographic Information
Systems (GIS), City of Austin Customer Care and Billing System (CC&B), Premier One
CSR Production (311)

• Provided assistance to customers regarding water service inquiries and billing questions.
• Handled service requests to ensure timely resolution of customer inquiries. efficiently using customer management software.
• Handled escalated customer complaints with empathy and professionalism.
• Educated customers on water conservation practices and available programs.
• Maintained accurate records of customer interactions and transactions daily.
• Trained new staff on customer service protocols and system navigation.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

• Answer inbound calls and emails to provide support for energy products.
• Troubleshoot and resolve technical issues with residential energy storage and solar systems.
• Educated customers and installers on functionality of products like Powerwall and Tesla App to enhance product understanding.
• Collaborated with internal teams, including Sales, Operations, Service, and Engineering, to resolve customer concerns and streamline processes.
• Escalated complex technical concerns to Tier 2 support, Service Engineering, or Field Service teams.
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• Managed customer accounts and ensured accurate information was provided.
• Utilized CRM software to track customer interactions and feedback.
• Conducted follow-up calls to ensure customer satisfaction with support received.
• Documented customer correspondence in CRM to track requests, problems, and solutions.
• Responded to customer emails and phone calls promptly, courteously, and professionally.
• Resolved customer issues with knowledgeable and friendly service to promote high levels of customer satisfaction.

• Processing Transactions: Scan items, handle payments, and process returns accurately using the store’s POS system
• Customer Assistance: Help customers locate merchandise, provide information on products, promotions, and discounts, and offer guidance for online orders
• Maintaining Checkout Areas: Keep the checkout and self-checkout areas clean, organized, and safe for customers and staff
• Greeted customers upon arrival, thanked them at checkout, and provided positive shopping experiences through attentive service.
• Trained new cashiers on customer service standards and operational procedures to enhance team effectiveness and customer satisfaction.
• Assisted customers with product inquiries and processed transactions efficiently, contributing to smooth operations and customer satisfaction.