Renee Cain
Chicago,IL
Summary
Dedicated professional with experience leading dispatching and complex problem-solving skills. Resourceful at juggling multiple tasks when scheduling and prioritizing jobs. Practiced in opening, delegating and closing tickets with speed and accuracy. Possess strong communication, problem-solving, and organizational skills essential for high-pressure environments. Committed to maintaining clear and effective communication between drivers, customers, and management.
Overview
25
25
years of professional experience
Work History
Dispatch Coordinator
Harte Hanks
Austin, TX
07.2014 - 12.2014
- Ensured customer satisfaction by implementing proactive strategies to meet customer needs and resolve concerns effectively.
- Provided frontline support to both internal and external customers, ensuring swift and accurate responses.
- Engaged with customers to understand their needs and provide tailored solutions, contributing to overall service quality.
Dispatch Coordinator
HomeAway
Austin, TX
01.2014 - 12.2014
- Delivered exceptional customer support in a high-volume call center, handling over 70+ calls daily for vacation rentals, including homes, condos, and yachts.
- Provided troubleshooting assistance and managed escalated calls to ensure rapid issue resolution.
- Addressed customer complaints, inquiries, and billing concerns with professionalism and efficiency, ensuring customer satisfaction.
- Ensured timely response to all incoming calls, maintaining high service standards in a fast-paced environment.
NOC Associate
Lumen
Austin, TX
06.2023 - Current
- Responds to inputs from event monitoring systems, calls, emails, and other communication sources.
- Proactively monitor, update, and troubleshoot network performance to ensure seamless operations.
- Provide support for remote monitoring efforts across multiple network types.
- Generate and analyze performance and quality reports to ensure adherence to company standards.
- Ensure the creation and management of incident, change, and service request tickets in a timely and accurate manner.
- Maintain strict quality control and assurance standards across all network monitoring activities.
Dispatch Coordinator
Lumen
Austin, TX
01.2015 - 12.2023
- Managed workflow systems, ensuring appropriate distribution of tasks to qualified technicians.
- Collaborated with technicians and departmental employees to address availability imbalances and optimize workforce allocation.
- Analyzed and prioritized exceptional service orders and repair tickets, dispatching them to the appropriate technicians based on defined criteria.
- Ensured accuracy and completeness in processing service orders and repair tickets in line with company policies.
- Applied extensive knowledge of job skills and organizational policies to meet daily operational goals and objectives.
Customer Care Coordinator
Calendars.com
Austin, TX
07.2013 - 02.2014
- Supported a busy call center environment by managing inbound customer inquiries and ensuring timely responses.
- Addressed customer complaints, billing questions, and product inquiries with a focus on providing excellent service and maintaining customer satisfaction.
- Discussed product offerings and resolved customer concerns efficiently to ensure a positive customer experience.
- Utilized forward-thinking strategies to anticipate and address customer needs, contributing to a high level of satisfaction.
- Provided support to both internal teams and external customers, ensuring seamless communication and service delivery.
Dispatch Coordinator
Wincor Nixdorf
, TX
01.2013 - 07.2013
- Managed the routing and assignment of work orders for technicians servicing vandalized ATMs at Chase and Wells Fargo banks.
- Estimated time requests for service completions, ensuring timely dispatch and repair.
- Maintained accurate tracking of pending service tickets through the CRM and OCM systems, ensuring effective workflow management and resolution.
Teller
Wells Fargo
Austin, TX
07.2012 - 04.2013
- Provided a welcoming and professional experience for customers, building rapport, and offering personalized service.
- Recommended additional banking products and services to meet individual customer needs, referring them to appropriate Wells Fargo partners when necessary.
- Educated customers on digital banking tools, including website and mobile app usage, to enhance convenience and self-service.
- Assisted customers with inquiries regarding account balances, transaction histories, service charges, and interest rates.
Quota and Routing Coordinator
Time Warner Cable
, Texas
11.2012 - 03.2013
- Managed the routing and assignment of work orders for cable installers, service technicians, and disconnect requests, ensuring efficient workflow and minimal delays.
- Responded to 'Do Sooner' requests from the market, prioritizing urgent tasks to meet customer demands.
- Maintained accurate records of pending work orders using the CSG System, ensuring up-to-date tracking of service operations.
- Streamlined dispatch operations, introduced higher standards for customer service, and improved overall efficiency.
- Provided phone coverage, ensuring all incoming calls were answered promptly.
- Supervised team members, assessed performance, and implemented targeted training plans to reduce process lags and improve service quality.
Lead Dispatcher
RCN Chicago
Chicago, IL
01.2000 - 12.2012
- Served as the go-to assistant for the customer service manager during staff shortages, effectively handling escalated complaints and service issues.
- Trained and coached new team members in service techniques, ensuring consistent delivery of high-quality customer support.
- Utilized performance metrics, charts, and schedules to optimize dispatch operations, reducing wait times, and minimizing service disruptions.
- Motivated and led dispatch staff to meet departmental goals, consistently delivering high-level support while maintaining operational efficiency.
Education
High School Diploma -
Wendell Phillips High School
Chicago, ILSkills
- System monitoring
- Customer Relations
- Database Management
- Processing orders
- Work Order Management
- Critical thinker
Technical Skills
CSG, Icoms, Cable Data, Webtools, Lotus Notes, Excel, Microsoft Access, Microsoft
Word, Quota Theory, Microsoft Outlook, Work Force Planner CCOR, Cable Modem
Diagnostics, CRM, OCM, UWQ, SolarWinds, Cucdm, Texas Tools, Web Helpdesk,
Remedy, ASA, Virsae, and ability to type 30wpm
Timeline
NOC Associate
Lumen
06.2023 - Current
Dispatch Coordinator
Lumen
01.2015 - 12.2023
Dispatch Coordinator
Harte Hanks
07.2014 - 12.2014
Dispatch Coordinator
HomeAway
01.2014 - 12.2014
Customer Care Coordinator
Calendars.com
07.2013 - 02.2014
Dispatch Coordinator
Wincor Nixdorf
01.2013 - 07.2013
Quota and Routing Coordinator
Time Warner Cable
11.2012 - 03.2013
Teller
Wells Fargo
07.2012 - 04.2013
Lead Dispatcher
RCN Chicago
01.2000 - 12.2012
High School Diploma -
Wendell Phillips High School
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