Mercy Hojo
Naugatuck,US
Summary
Well-qualified candidate with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
4
4
years of professional experience
1
1
Certificate
Work History
Dispatcher /Customer Service Representative
Greater New Haven Transit District
2024.01 - 2024.07
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize all daily calls.
- Directed dispatching, routing, and tracking of large fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Sent out drivers to assist large number hourly callers based on locations, needs and worker availability.
- Analyzed customer feedback and provided solutions to improve customer service.
- Managed approximately 30 incoming calls, and emails per day from customers.
Customer Service Representative
Hertz corporation
2023.03 - 2024.01
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Front Desk Receptionist
System Marine Service
2021.06 - 2022.11
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Compiled information from files and research to satisfy information requests.
- Confirmed appointments, communicated with clients, and updated client records.
Customer Service Representative
Key Style Group
2021.01 - 2021.06
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Tracked customer service cases and updated service software with customer information.
Education
Certificate in Sciences - Natural Sciences
Alins Comprehensive Secondary School
Enugu, Nigeria.06.2021
Skills
- Communication skills
- Dispatch Coordination
- Database Management
- Customer Relations
- Data Entry
- Customer service
- Google drive
- Microsoft Office
- Work Order Management
- Maintaining call metrics
- Stress Tolerance
- Dispatching procedures
- Incident Reporting
Certification
- Senior Secondary School Certificate
- High School Certificate in Sciences
Timeline
Dispatcher /Customer Service Representative
Greater New Haven Transit District
2024.01 - 2024.07
Customer Service Representative
Hertz corporation
2023.03 - 2024.01
Front Desk Receptionist
System Marine Service
2021.06 - 2022.11
Customer Service Representative
Key Style Group
2021.01 - 2021.06
Certificate in Sciences - Natural Sciences
Alins Comprehensive Secondary School
- Senior Secondary School Certificate
- High School Certificate in Sciences
Accomplishments
Senior Secondary School Certificate
Hobbies
Learning new things.
Music.
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