Scott M. Pitts
Cencora
Aurora,Illinois
36
years of professional experience
911 Telecommunicator managing emergency call intake, Police/Fire/EMS dispatching, and real-time CAD and radio dispatch across public safety channels. Routes urgent incidents, monitors police and fire radio bands, and supports administrative telephone lines with calm, accurate communication. Brings dispatch discipline shaped by alarm monitoring, LEADS work, report writing, and records support in fast-moving agency settings.
Work History
Customer Service Returns Team
2 Years 7 Months- Under moderate supervision of the Customer Service Supervisor, is responsible for ensuring customer satisfaction by providing Cencora customers with courteous, professional and efficient service at all times.
- Generates outbound calls to specific low-volume accounts in order to provide excellent service and communication to accounts not currently called on by a field sales associate.
- Responsible for initiating a monthly service call to a specific number of low-volume accounts in the local geographic area.
- Updates the existing customers on any new programs, promotional activity, products and services as well as inquires and assists with any current issues or unresolved problems.
- Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution.
- Frequently works with field sales associates in coordinating special orders, accepting quotations, typing, and manufacturer calls.
- Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly.
- Processes all phone, fax, mail, e-mail and verbal orders from customers.
- Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalates customers to Customer Service Supervisor in a courteous manner.
- Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested.
- Communicates with all departments within the Distribution Center as well as field sales associates.
- Serves as liaison between customers and field sales associates.
- Makes suggestions and recommendations to Supervisor in an effort to continually improve customer service operations.
- Complies with all appropriate policies
Customer Service Representative
10 Years- Under moderate supervision of the Customer Service Supervisor, is responsible for ensuring customer satisfaction by providing AmerisourceBergen customers with courteous, professional and efficient service at all times. Generates outbound calls to specific low-volume accounts in order to provide excellent service and communication to accounts not currently called on by a field sales associate.
- Responsible for initiating a monthly service call to a specific number of low-volume accounts in the local geographic area.
- Updates the existing customers on any new programs, promotional activity, products and services as well as inquires and assists with any current issues or unresolved problems.
- Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution.
- Frequently works with field sales associates in coordinating special orders, accepting quotations, typing, and manufacturer calls.
- Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly.
- Processes all phone, fax, mail, e-mail and verbal orders from customers.
- Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalates customers to Customer Service Supervisor in a courteous manner.
- Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested.
- Assists customers with backorders by offering substitutions and alternatives whenever possible, contacts manufacturers for delivery information, changes in stock number, prices and availability, and maintains current open order reports.
- Communicates with all departments within the Distribution Center as well as field sales associates.
- Serves as liaison between customers and field sales associates.
- Makes suggestions and recommendations to Supervisor in an effort to continually improve customer service operations.
- Complies with all appropriate policies, procedures, safety rules and regulations.
- Performs related duties as assigned.
911 Telecommunicator
1 Year- Police/Fire/EMS Dispatching, answering 911, Administrative police telephone lines.
- CAD & radio dispatching, Monitoring of radio bands (Police/Fire/ISPERN/NIFERN).
Senior 911 Telecommunicator
22 Years- Police/Fire/EMS Dispatching, Answering 911, Administrative police, after hour Village & Public Works phone Lines. CAD & radio dispatching, monitoring of radio bands (Police/Fire/Public Works/Point to Point/ISPERN/NIFERN), Monitoring/Updating Police/Fire alarms, Report Writing, assist records department with entering tickets, assist records with alarm billing, assist records with running reports, LEADS entries & LEADS validations. UCR reporting, keeping track of LEADS daily bulletin, Payroll 911/Records, scheduling 911/Records, Training & evaluating new employees, Assist with CAD management, Assist with Police vehicle’s fleet maintenance report, Assist with Police records destruction, Assist with Police monthly report to Village officials, Advise Public Works on streetlight outages, Maintain Department of Natural Resources yearly animal report.
Auxiliary Police Officer
10 Years- Serve & protect the citizens, Patrol village, Crime Prevention, assigned calls for police, Assist police officers with their duties, Control crowds & traffic, Public Relations.
Education
- Criminal Justice courses
Skills
Strong communication skills
Leadership skills
Effective listening skills
Typing
Multitasking
Dispatch coordination
Customer service escalation
Schedule management
Call handling
Records management
Timeline
Customer Service Returns Team
Cencora
01.2024 - CurrentRead More
Customer Service Representative
AmerisourceBergen/Cencora
01.2014 - 01.2024Read More
911 Telecommunicator
City of Aurora-Police
01.2013 - 01.2014Read More
Auxiliary Police Officer
Village of Brookfield-Police
01.1999 - 01.2009Read More
Senior 911 Telecommunicator
Village of Westchester-Police
01.1991 - 01.2013Read More
Triton College
from Criminal Justice courses
Read More