Summary
Overview
Work History
Education
Skills
Tools Technology Skills
Personal Information
Timeline
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PATRICIA A DAVIS

Fort Mill,SC

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

24
24
years of professional experience

Work History

CSR/Dispatcher

One Hour Heating and Air
Charlotte, NC
08.2023 - Current
  • I monitor call caps, assist in training CSRs to improve their performance, and handle customer complaints.
  • I am a Customer Service Representative, as well as a Dispatcher.
  • I also help with our sales department and club coordinating.
  • Answered customer inquiries regarding heating and air conditioning services.
  • Scheduled service appointments for technicians based on customer availability.
  • Assisted customers with billing questions and payment processing.
  • Trained new staff on customer service protocols and software systems.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Handled customer inquiries and complaints in a timely manner.
  • Identified customer needs and provided appropriate solutions.
  • Provided customer service support to customers over the phone and by email.
  • Followed up with customers to ensure their satisfaction.
  • Participated in team meetings or training sessions when necessary.
  • Educated customers on special pricing opportunities and company offerings.
  • Performed account maintenance activities such as updating client information in databases.
  • Consulted with customers regarding needs and addressed concerns.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Demonstrated excellent verbal communication skills when interacting with customers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Trained new dispatch staff on procedures, tools, and customer service standards.
  • Managed a large volume of phone calls while ensuring accuracy in data entry.
  • Assigned drivers to appropriate routes based on customer needs.
  • Resolved customer complaints related to service issues or delays.
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Updated records of driver locations, delays, and cancellations.
  • Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Participated in team meetings discussing changes in procedures or processes.

Dispatcher

Brothers Heating, Cooling, and Plumbing
Rock Hill, South Carolina
05.2018 - 08.2023
  • Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs, using radios or telephones.
  • Arrange for necessary repairs in order to restore service and schedules.
  • Relay work orders, messages, and information to or from work crews, supervisors, and field inspectors using telephones or two-way radios.
  • Confer with customers or supervising personnel in order to address questions, problems, and requests for service or equipment.
  • Prepare daily work and run schedules.
  • Receive or prepare work orders.
  • Oversee all communications within specifically assigned territories.
  • Monitor personnel and/or equipment locations and utilization in order to coordinate service and schedules.
  • Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
  • Determine the types or amounts of equipment, vehicles, materials, or personnel required according to work orders or specifications.
  • Advise personnel about traffic problems, such as construction areas, accidents, congestion, weather conditions, and other hazards.
  • Coordinated service calls for heating, cooling, and plumbing repairs.
  • Assigned technicians to jobs based on skill set and location.
  • Managed customer inquiries and resolved scheduling conflicts efficiently.
  • Monitored work orders to ensure timely completion of service appointments.
  • Communicated with field staff to provide real-time updates and instructions.
  • Utilized dispatch software to track job status and technician availability.
  • Developed efficient routing plans to optimize technician travel time.
  • Maintained accurate records of service calls and customer interactions.
  • Resolved customer complaints related to service issues or delays.
  • Assigned drivers to appropriate routes based on customer needs.
  • Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Updated records of driver locations, delays, and cancellations.
  • Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Coordinated with other dispatchers to ensure efficient delivery schedules were met.
  • Provided timely updates to customers regarding their orders or requests.
  • Answered customer requests with information about product availability, shipping information and status updates.
  • Participated in team meetings discussing changes in procedures or processes.
  • Developed strategies for improving efficiency within the dispatch department.
  • Relayed work orders and information between work crews, supervisors, and field personnel.
  • Addressed questions, problems or requests for service or equipment.

911 Dispatcher

City of RockHill Police Department
Rock Hill, SC
05.2017 - 04.2018
  • Dispatched 911 emergency calls and non-emergency calls by telephone, radio system, and computer-aided dispatch system.
  • I question callers to obtain the information needed to determine an appropriate course of action.
  • I also created and maintained logs of all calls received, and prepared reports as necessary.
  • Coordinated with police, fire, and medical personnel during emergency responses.
  • Analyzed incoming calls to determine urgency and appropriate response units.
  • Operated emergency communication systems for effective incident management.

Customer Service Representative

Key Benefit Administrators
Fort Mill, SC
09.2015 - 03.2017
  • Handling calls for customers' health insurance questions, eligibility, claim information, verification of benefits for medical, dental, and life insurance policies, medical coding information, faxing, etc.
  • Responsible for handling customer account inquiries.
  • Resolved customer issues through effective communication and problem-solving skills.
  • Assisted clients with benefit inquiries and plan details.
  • Educated clients on policy changes and updates regarding their benefits.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • 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.

Telephone Operator

A&A Communications
Indian Trail, NC
05.2001 - 08.2015
  • Taking calls from different businesses, paging, faxing, and customers. Service, handling complaints, etc.
  • Act as a human answering service outside of or during business hours for a variety of businesses, including doctor's offices, hospitals, insurance companies, etc.
  • Greet customers warmly, and ask how to help.
  • Transfer calls.
  • Relay verbal messages.
  • Record and deliver messages.
  • Call the appropriate person requested by the caller.
  • Page individuals and inform them of the message.
  • Refer the caller to emergency numbers if necessary.
  • Date-stamp the time of the call and record it in the computer system.
  • Arrange conference calls.
  • Schedule or cancel appointments.
  • Answer the caller's questions.
  • Accept orders.
  • Handle emergency calls.
  • Operated multi-line telephone systems to manage incoming calls efficiently.
  • Provided accurate information to callers regarding services and operations.
  • Maintained communication logs for tracking inquiries and service requests.
  • Trained new staff on telephone operating protocols and customer service skills.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Took messages from callers and accurately relayed details to intended staff.
  • Responded to customers' requests for assistance with various issues they were having.
  • Maintained updated records of customer interactions, transactions, comments and complaints.
  • Routed calls to the correct department based on caller needs.
  • Operated telephone switchboard to provide information, take messages and forward calls.
  • Assisted customers with placing orders over the phone.
  • Adhered to all company policies related to telephone etiquette and customer service standards.
  • Utilized computer software to record caller's inquiries and complaints.
  • Handled typing and data entry duties to correct and update electronic telephone directories.

Education

1 Year of College or a Technical or Vocational - Pastoral

Lee University
Cleveland, TN

1 Year of College or a Technical or Vocational - Nail Technician

Southeastern Beauty College
Charlotte, SC

High School Equivalency Diploma - General High School Curriculum

Piedmont Community College
Charlotte, NC

Skills

  • Multi-line phone talent
  • Strong client relations
  • High customer service standards
  • Telecommunications knowledge
  • Proficient in customer account software
  • Troubleshooting skills
  • Strong problem-solving ability
  • Conflict resolution proficiency
  • Call center experience
  • Multi-tasking
  • Quick learner
  • Fast typing skills
  • Dependable
  • Microsoft Windows 10
  • Instant messaging
  • Faxing
  • VDI
  • Citrix
  • infinity
  • Word
  • Excel
  • PowerPoint
  • Service Titan
  • Team training
  • Conflict resolution
  • Data entry
  • Call monitoring
  • Service scheduling
  • Communication skills
  • Active listening
  • Problem solving
  • Customer follow-up
  • Complaint handling
  • Scheduling
  • Account updating
  • Refunds processing
  • Critical thinking

Tools Technology Skills

  • Microsoft-Windows 10
  • Instant Messaging
  • Faxing
  • VDI
  • Citrix
  • Infinity
  • Word
  • Excel
  • PowerPoint

Personal Information

Timeline

CSR/Dispatcher

One Hour Heating and Air
08.2023 - Current

Dispatcher

Brothers Heating, Cooling, and Plumbing
05.2018 - 08.2023

911 Dispatcher

City of RockHill Police Department
05.2017 - 04.2018

Customer Service Representative

Key Benefit Administrators
09.2015 - 03.2017

Telephone Operator

A&A Communications
05.2001 - 08.2015

1 Year of College or a Technical or Vocational - Pastoral

Lee University

1 Year of College or a Technical or Vocational - Nail Technician

Southeastern Beauty College

High School Equivalency Diploma - General High School Curriculum

Piedmont Community College

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