NICOLE GOMEZ

Service Dispatch Lead:

• Resolved escalated complaints and answered questions regarding policies and procedures
• Strengthened and improved team KPIs with positive interaction and team-building exercises
• Monitored service desk ticket queues to facilitate timely response and resolution
• Increased accuracy and efficiency of customer service department by recommending vital changes
• Coordinated with service providers and clients to discuss improvements and escalations for Key Account customers
• Developed strong relationships with drivers, fostering a positive work environment and efficient team collaboration.
• Managed high-pressure situations calmly, ensuring timely resolution of issues and customer satisfaction.

Field Service Technical Support :

• Utilized advanced problem-solving skills to quickly resolve issues as they arose.
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
• Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
• Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
• Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.