Summary
Overview
Work History
Education
Skills
Timeline
Rochell Cox

Rochell Cox

Antioch

Summary

Objective: Administrative Assistant / Customer Service / Dispatcher. Focused customer relations professional, skilled in lead generation, customer relationship development and service. Accomplished in providing unsurpassed support to demanding customers. Offering 25 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations. Skilled call center professional versed in customer support protocols for any business. Bring extensive high-call volume experience spanning over 20 years working with diverse consumers. Superior computer skills and telephone etiquette.

Overview

20
20
years of professional experience

Work History

Customer Relations Manager

Gill Auto Group / Livermore Lincoln Dealership
10.2018 - Current
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
  • Managed customer relations on ongoing basis to maximize customer retention.

Customer Service Representative

The Home Depot
08.2017 - 08.2018
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Responded to customer requests for products, services and company information.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Described return policies to customers, thoroughly explaining details and care of merchandise.

Office Manager

Fider LLC
01.2017 - 08.2017
  • Completed bi-weekly payroll for 2 employees.
  • Optimized organizational systems for payment collections, AP/AR, deposits and record keeping.
  • Arranged corporate and office conferences for company employees and guests.
  • Integrated logistic systems into company processes to improve operations and manage work orders and price changes.
  • Handled all incoming business and client requests for information.
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.

Security Dispatcher

Hospital Security Services
03.2016 - 01.2017
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Responded to over 250 daily caller requests with information about assistance and timeframes.
  • Trained 12 new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction by 8%.
  • Closely monitored dispatch board to triage and prioritize over 300 daily calls.

Republic Services
01.2014 - 10.2014
  • Call center environment.
  • Handled high call volume, assisting customers with services needs in addition to quality control and complaints.
  • Developed kind relationships with customers to ensure a great personal experience as well as superior business experience.

Dispatcher

Safe Security
12.2011 - 12.2013
  • Call center environment, assisted technicians with scheduling customers, also assisted with the maintenance of commercial and residential alarm systems by placing systems on test and verifying signals were sent and received.
  • Also assisted customers with escalated billing issues and supervisory level complaints.

Wells Fargo
01.2010 - 07.2011
  • In a call center I assisted a team of technicians with maintaining camera and alarm security for banks across the globe.
  • Also completed daily task assigned by supervisors, and kept an organized ledger of daily work orders dispatched for bank services.
  • (Aerotek Temp Service).

Admin. Assist / Dispatcher

The O.T.S. Group
12.2005 - 08.2008
  • As a dispatcher I supervised officers in the field, handled client contracts and concerns, also scheduled officers for duty and assigned designated sites to be patrolled.
  • I completed daily filing, faxing, and customer service.
  • Also I secured specific properties and recorded daily reports.
  • As an officer I maintained order with local High School students and assisted with loss prevention for vendors in shopping center.
  • I possess excellent written, verbal communication skills, outstanding people skills as well as great problem solving.
  • Dish Network.
  • Tulsa, Ok.Customer Serv.
  • Rep.

Education

Diploma - Marketing

Broken Arrow Sr. High School, Broken Arrow, OK
1996

Skills

  • Microsoft Office- Word, Excel, Power Point, and Outlook
  • Accurately complete office needs
  • Billing
  • Call center
  • Contracts
  • Customer service
  • Loss prevention
  • Strong organizational skills
  • People skills
  • Problem solving
  • Record keeping
  • Scheduling
  • Supervisory experience
  • Verbal communication skills
  • Account management
  • Order fulfillment
  • Route dispatch
  • Data entry
  • Money handling abilities
  • Report preparation

Timeline

Customer Relations Manager - Gill Auto Group / Livermore Lincoln Dealership
10.2018 - Current
Customer Service Representative - The Home Depot
08.2017 - 08.2018
Office Manager - Fider LLC
01.2017 - 08.2017
Security Dispatcher - Hospital Security Services
03.2016 - 01.2017
- Republic Services
01.2014 - 10.2014
Dispatcher - Safe Security
12.2011 - 12.2013
- Wells Fargo
01.2010 - 07.2011
Admin. Assist / Dispatcher - The O.T.S. Group
12.2005 - 08.2008
Broken Arrow Sr. High School - Diploma, Marketing

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