Nicole Cossey
Houston,Texas
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
28
28
years of professional experience
Work History
Route Coordinator
WM
10.2021 - Current
- Manage driver workloads with daily routes, Create daily Excel Reports
- Monitor dispatch operations to ensure efficient and effective service delivery.
- Create detailed reports of daily dispatching activities and submit them to management.
- Coordinate with other departments to ensure smooth flow of operations.
- Resolve customer complaints in a timely manner.
- Receive and dispatch calls for emergency services.
- Develop strategies for improving operational efficiency and effectiveness.
- Provide guidance to drivers regarding routes, traffic conditions, and other related issues.
- Update database with information about dispatched orders, their status.
- Update Salesforce system as it relates to unassigned or delayed routes.
Dispatcher/Data Entry Clerk
Xfinity
08.2004 - 05.2020
- Managed technician workloads with daily routes, video, phone & internet trouble shooting.
- Answered customer requests with information about product availability, shipping information and status updates.
- Project management in developing strategic ways to better service customers.
- Assisted in order workflow through email or instant messaging.
- Assisted with change management.
- Collaborated with vendors, suppliers, and production teams to meet project deadlines.
- Coordinated crew schedules for large-scale events, ensuring optimal staffing levels.
- Answered inbound calls to add, change, or remove customers’ equipment such as cable boxes, modems, Wi-Fi routers.
- Conducted crew training sessions on safety protocols and event procedures.
- Provided timely updates associated with customer escalations.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
Telemarketer
Sprint
04.2002 - 07.2003
- Called commercial businesses regarding contracts with Sprint/Nextel
- Identified potential customers through cold calling and database research.
- Greeted customers in a friendly, professional manner on the phone.
- Provided product information, answered questions, and offered solutions to customer inquiries.
- Maintained up-to-date knowledge of company products and services.
Accounts Payable Clerk, Customer Service, Telemarketer
Tru Green
01.1998 - 01.2001
- Identified potential customers through cold calling and database research.
- Developed relationships with customers increase sales opportunities.
- Provided product information, answered questions, and offered solutions to customer inquiries.
- Initiated outbound calls to prospective clients using scripts.
- Maintained up-to-date knowledge of company products and services.
- Participated in weekly team meetings to discuss performance metrics and improvement ideas.
- Followed up with existing customers regarding additional products or services that may be of interest.
- Created reports detailing telemarketing activities and results.
- Applied all Business Payments to the appropriate accounts.
- Reviewed and verified invoices for accuracy prior to payment.
- Posted journal entries related to Accounts Payable transactions.
Education
BS - Business Management
Wilmington University
07.2025
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University of Phoenix
12.2019
High School - undefined
Klein Forest High School
Houston, Texas05.1998
Skills
- Data Entry Accuracy: A commitment to 100% data accuracy and integrity
- Software Proficiency: Microsoft Office Suite (Excel, Word, Outlook), Google Workspace, Salesforce, ERP systems
- Database Management: Familiarity with Microsoft Access, and data reporting tools
- Communication: Strong written and verbal communication skills
- Time Management: Proven ability to meet deadlines in fast-paced environments
- Confidentiality & Compliance: Knowledge of data privacy laws and secure data handling practices
- Customer Service: Dedicated to resolving issues efficiently, effectively, and professionally
- Transportation
- Scheduling proficiency
- Logistics management
Timeline
Route Coordinator
WM
10.2021 - Current
Dispatcher/Data Entry Clerk
Xfinity
08.2004 - 05.2020
Telemarketer
Sprint
04.2002 - 07.2003
Accounts Payable Clerk, Customer Service, Telemarketer
Tru Green
01.1998 - 01.2001
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University of Phoenix
High School - undefined
Klein Forest High School
BS - Business Management
Wilmington University
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