Summary
Overview
Work History
Education
Skills
Tools Technology Skills
Timeline
Generic

Patricia Davis

Fort Mill,SC

Summary

Dynamic customer service professional with extensive experience at One Hour Heating and Air, excelling in conflict resolution and multi-tasking. Proven ability to enhance team performance and streamline operations, leveraging strong problem-solving skills and proficiency in customer account software to deliver exceptional service and support.

Overview

24
24
years of professional experience

Work History

CSR/Dispatcher/Quality Assurance Manager

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.
  • Assisted customers with inquiries regarding heating and air conditioning services.
  • Managed appointment scheduling for service technicians and maintenance checks.
  • Provided support in processing service orders and customer billing inquiries.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Maintained accurate customer records using company software systems.
  • Coordinated follow-up calls to ensure customer satisfaction after service completion.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Handled customer inquiries and complaints in a timely manner.
  • 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.
  • Consulted with customers regarding needs and addressed concerns.
  • 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.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Updated databases with new and modified customer data.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Managed incoming service calls and prioritized urgent requests.
  • Utilized dispatch software to track technician locations and job statuses.
  • Collaborated with management to improve dispatching processes and efficiency.
  • Trained new dispatch staff on systems and procedures for effective operations.
  • 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.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Coordinated with other dispatchers to ensure efficient delivery schedules were met.
  • Maintained logs of all incoming calls and assigned tasks.
  • Participated in team meetings discussing changes in procedures or processes.
  • Developed strategies for improving efficiency within the dispatch department.
  • Trained employees on triaging and dispatching procedures to properly handle daily calls.

Dispatcher/

Brothers Heating, Cooling, and Plumbing
Rockhill, SC
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 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.

911 Dispatcher/

City of RockHill/Police Dept.
Rock Hill, SC
05.2017 - 02.2018
  • Dispatched 911 emergency calls and non-emergency calls by telephone, radio system, and computer-aided dispatch system. Various telecommunications software, including:
  • A communications center that manages emergency and non-emergency calls.
  • 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.
  • Managed emergency calls and prioritized dispatching to appropriate responders.
  • Coordinated communication between first responders and various agencies during incidents.
  • Monitored radio transmissions and provided real-time updates to field units.
  • Utilized computer-aided dispatch systems for accurate call documentation and tracking.
  • Maintained calm demeanor while handling high-stress emergency situations effectively.
  • Responded promptly to inquiries from the public regarding emergency services and resources.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Used radio, telephone and computer system to update first responders with new information.
  • Utilized multi-line telephone system to answer inquiries from the public regarding emergencies, non-emergencies, police services.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.

Customer Service Representative

Key Benefit Administrators-Self Funded Health Ins.
Fort Mill, SC
09.2015 - 02.2017
  • 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.
  • Assisted clients with benefit inquiries and enrollment processes.
  • Processed claims and resolved issues efficiently.
  • Educated clients on plan options and coverage details.
  • 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.
  • Participated in team meetings or training sessions when necessary.
  • Adhered to company's established protocols for handling confidential data.
  • Consulted with customers regarding needs and addressed concerns.
  • Maintained up-to-date knowledge of company products and services.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Demonstrated excellent verbal communication skills when interacting with customers.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Used approved scripts to de-escalate angry customers during telephone interactions.

Telephone Operator

A&A Communications
Indian Trail, NC
05.2001 - 08.2015
  • Taking calls from different business, paging, faxing, Cust. Service, handling complaints, etc.
  • Act as human answering service outside or during business hours for a variety of businesses, including doctor's offices, hospitals, and 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 caller.
  • Page individuals and inform them of message.
  • Refer caller to emergency numbers if necessary.
  • Date stamp time of call and record in computer system.
  • File messages.
  • Operate intercom, two-way radio.
  • Arrange conference calls.
  • Schedule or cancel appointments.
  • Answer caller's questions.
  • Accept orders.
  • Handle emergency calls.

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
  • High customer service standards
  • Telecommunications knowledge
  • Proficient in customer account software
  • Troubleshooting skills
  • Strong problem-solving ability
  • Conflict resolution proficiency
  • Call center experience
  • Quick learner
  • Fast typing skills
  • Dependable
  • Emergency dispatch
  • Active listening
  • Critical thinking
  • Teamwork and collaboration
  • Works Well Under Pressure
  • Multitasking and prioritization
  • Computer-aided dispatching
  • Information gathering
  • Telephone etiquette

Tools Technology Skills

  • Microsoft-Windows 10
  • Instant Messaging
  • Communicator
  • Teams
  • Skype
  • Faxing
  • VDI
  • Citrix
  • Infinity
  • Word
  • Excel
  • PowerPoint
  • Service Titan

Timeline

CSR/Dispatcher/Quality Assurance Manager

One Hour Heating and Air
08.2023 - Current

Dispatcher/

Brothers Heating, Cooling, and Plumbing
05.2018 - 08.2023

911 Dispatcher/

City of RockHill/Police Dept.
05.2017 - 02.2018

Customer Service Representative

Key Benefit Administrators-Self Funded Health Ins.
09.2015 - 02.2017

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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