Sabina Isakovic
Bay Point,CA
Summary
Operations and customer service professional with experience supporting the public in high-volume, time-sensitive environments. Skilled in gathering and verifying information, accurately documenting records, and applying policies and procedures to support timely service delivery. Proven ability to remain calm under pressure, de-escalate challenging situations, meet mandated deadlines, and handle sensitive personal and account information with discretion and integrity. Seeking an Eligibility Worker I role to support individuals and families through public assistance services.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Alameda County Industries
San Leandro, CA
- Handled high-volume inbound calls from residential and commercial customers
- Assisted customers with service inquiries, scheduling requests, and missed pickups
- Documented customer interactions and service requests accurately in internal systems
- Coordinated with dispatch and operations teams to resolve service issues
- De-escalated frustrated callers while maintaining professionalism and company policies
- Maintained confidentiality of customer and account information
Operations Dispatcher/Operations Coordinator
Alameda County Industries
San Leandro, CA
06.2021 - Current
- Coordinated daily dispatch and real-time operations supporting approximately 130 drivers across residential and commercial routes
- Monitored driver activity, route progress, and service completion throughout each shift
- Tracked driver attendance, including sick call-outs, State Disability Insurance (SDI), and Workers’ Compensation cases
- Adjusted routes and staffing plans to maintain service coverage during absences and operational disruptions
- Maintained accurate and confidential records related to attendance, leave status, and return-to-work updates
- Served as a central communication hub between field staff, supervisors, operations leadership, and customer service teams
- Handled time-sensitive service issues and escalations while maintaining operational flow
- Supported safety and compliance efforts through documentation and incident reporting
Education
High School Diploma -
Oakland Technical High School
Oakland, CA06.2016
Skills
- Customer Service & Public Assistance Support
- Information Gathering & Verification
- Interpreting Policies, Rules, & Procedures
- Confidential Information Handling
- Time Management & Meeting Mandated Deadlines
- Documentation & Data Accuracy
- Conflict Resolution & De-escalation
- Professional Communication (Phone & In-Person)
High-Volume Work Queue Management
Professional Written & Verbal Communication
Task Prioritization & Time Management
Attention to Detail & Documentation Accuracy
Microsoft Outlook, Word, Excel
Multi-System Navigation (Scheduling, Dispatch, CRM/Operations Platforms)
Data Entry & Record Management
Telephone & Headset-Based Systems
Timeline
Operations Dispatcher/Operations Coordinator
Alameda County Industries
06.2021 - Current
Customer Service Representative
Alameda County Industries
High School Diploma -
Oakland Technical High School