Nabet Gray
Jacksonville
Summary
I've got over 25 years of customer service experience in both call center environment and In person.
Grasp new skills effectively and within a timely manner.
Work well Independently with little to no supervision and In a team environment.
Adapt well in a constant changing environment.
I'm honest, reliable, dependable, effective communicator. All with a keen sense of humor.
Knowledgeable dispatcher with several years of experience. Adept at checking on field personnel and solving concerns with self-directed and flexible approach. Great team management and complex problem-solving skills. Resourceful multitasker with proven skills in scheduling drivers, optimizing routes and prioritizing calls.
Overview
30
30
years of professional experience
Work History
Dispatcher
United Parcel Service, UPS
10.2018 - 01.2023
- Directed dispatching, routing and tracking of 12 fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 90 daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials
- Monitored vehicle locations to coordinate timely arrivals
- Managed customer accounts and invoicing
- Maintained updated and detailed records of calls in physical and electronic database
Sr. Customer Service Representative
Johnson & Johnson (Vistakon)
Jacksonville
02.2000 - 04.2015
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed, scheduled and executed customer orders for new and established customers.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- 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.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
Customer Service Representative
Atlantic Mortgage & Investment Corp
Jacksonville
03.1993 - 02.2000
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Managed over 125 calls per day.
Education
Bachelor of Science - Business Administration
Florida State University
Tallahassee, FL05.1988
Skills
- Microsoft Dynamics
- Communication Equipment Operation
- Microsoft Excel
- Microsoft Windows
- Microsoft Word
- Delivery Procedures
- Email Software
- Microsoft Outlook
- Schedule Coordination
- Customer Support
- Business Writing
- Credit Card Payment Processing
- Telephone Etiquette
- Record keeping
- Dispatch software
- Route planning
- Improving operations
- Problem-solving
- Workflow prioritization
- Map reading
- Communication equipment operation
- Closing tickets
- Driver communication
- Work order generation
- Customer relationship management
- Service coordination
- Updating logs
- Schedule coordination
- Dispatch coordination
- Decision-making
Timeline
Dispatcher
United Parcel Service, UPS
10.2018 - 01.2023
Sr. Customer Service Representative
Johnson & Johnson (Vistakon)
02.2000 - 04.2015
Customer Service Representative
Atlantic Mortgage & Investment Corp
03.1993 - 02.2000
Bachelor of Science - Business Administration
Florida State University