Rheanna Richardson
Rancho Cucamonga,CA
Summary
Professional customer service leader with significant experience in managing and improving customer relations. Skilled in conflict resolution, team collaboration, and process optimization. Focused on achieving results and adapting to changing needs. Strong communication, problem-solving, and leadership abilities.
Overview
6
6
years of professional experience
Work History
Lead CSR
Steve's Five Star Service
08.2023 - Current
- Collaborated with team members to develop strategies for boosting customer retention rates.
- Streamlined communication between departments for improved efficiency and customer experience.
- Fostered a positive work environment by encouraging open dialogue among team members regarding obstacles faced in daily operations.
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Utilized CRM tools effectively to manage client information, streamline workflows, and track progress towards goals.
- Established rapport with customers through active listening skills, empathetic responses, and genuine interest in their needs.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Directed dispatching, routing, and tracking of 15+ fleet vehicles.
- Generated reports to track deliveries and maintain proper records and documentation.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Lead Dispatcher
Bill Metzger Plumbing
06.2022 - 08.2023
- Developed and implemented strategies for efficient dispatching of drivers and vehicles in response to customer demands.
- Provided operational guidance and supervision to subordinate staff members.
- Ensured timely delivery of shipments according to customer requirements.
- Coordinated with other departments such as sales, marketing and customer service for effective communication between drivers, customers and management.
- Resolved conflicts between drivers or customers regarding scheduling or service issues.
- Assisted in developing policies and procedures related to the dispatch department activities.
- Analyzed data from GPS tracking systems for route optimization purposes.
- Communicated instructions clearly with drivers via telephone or two-way radio system.
- Created daily work schedules for drivers based on customer requests and availability of vehicles and drivers.
- Responded promptly to emergencies by providing real time solutions based on experience and expertise.
- Investigated complaints from customers regarding late arrivals or missed pickups.
- Participated in meetings with senior management to discuss upcoming projects or initiatives related to the dispatch department.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Supervised driver dispatching, route planning and vehicle tracking for over 15 drivers.
- Investigated and resolved customer and vendor issues to retain business.
Dispatcher
Goettl
06.2020 - 06.2022
- Received and dispatched calls for emergency services.
- Updated records of driver locations, delays, and cancellations.
- Assigned drivers to appropriate routes based on customer needs.
- Provided timely updates to customers regarding their orders or requests.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
CSR
Option One Plumbing
03.2019 - 01.2020
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Researched required information using available resources.
- Followed up with customers to ensure their satisfaction.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Gathered feedback from customers regarding products and services.
- Documented all conversations with customers in CRM software according to company standards.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
High School Diploma -
Los Osos High School
Rancho Cucamonga, CA05.2011
Skills
- Schedule Management
- Customer Service Forward
- ServiceTitan Proficiency
- Creative problem solving
- Verbal and written communication
- Critical Thinker
- Multitasking and organization
- Customer relations
- Complaint handling
- Professional telephone demeanor
- De-escalation techniques
- Account management
Timeline
Lead CSR
Steve's Five Star Service
08.2023 - Current
Lead Dispatcher
Bill Metzger Plumbing
06.2022 - 08.2023
Dispatcher
Goettl
06.2020 - 06.2022
CSR
Option One Plumbing
03.2019 - 01.2020
High School Diploma -
Los Osos High School
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