Summary
Overview
Work History
Skills
Timeline
Generic

Selestina Zapien

San Jose,CA

Summary

Knowledgeable dispatcher with several years of experience. Adept at checking on field personnel and solving concerns with self-directed and flexible approach. Great team management and complex problem-solving skills. Resourceful multitasker with proven skills in scheduling drivers, optimizing routes and prioritizing calls.

Overview

7
7
years of professional experience

Work History

Housekeeping Aide

Santa Clara Kaiser Permanente
09.2022 - Current
  • Reports unsafe conditions such as defective or damaged equipment
  • Assures sharp objects are in proper containers, follows safety rules established by the department and uses proper body mechanics such as lifting techniques
  • Utilizing standard cleaning products, cleans auxiliary areas
  • Operates and utilizes equipment needed to include cleaner, wet mop unit, dust pay, dust mop, back vacuum, automatic floor scrubber, shampoo machine, high speed buffer, carpet extractor, wet/dry vacuum, floor buffer, wall washer and utility cart
  • Complied with safety rules set forth by management during daily operations.
  • Removed trash from all guest rooms on a daily basis.
  • Followed specific cleaning instructions provided by supervisors.

Dispatcher

Kett Engineering Corporation
04.2023 - 05.2024
  • Monitors and controls real time vehicle tracking through state of the art systems
  • Ensure compliance with customer data acquisition policies direct drivers on vehicle movement monitor facility entrances and exits
  • Responsible for employees adherence to policies and procedures, schedule integrity, data accuracy, management of time and ability to mentor drivers/operators
  • Communicate and document any and all pertinent information through the program manager

Customer Service Representative

Mike Counsil Plumbing and Rooter
01.2021 - 08.2022
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Experience in following a call center script
  • Schedules clients according to their plumbing issue
  • Seize opportunities to upsell products or memberships when they arise
  • Provided exceptional customer service to ensure customer satisfaction.
  • Complete and submit daily call logs and reports
  • Answered customer inquiries via phone, email, and chat.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Securitas Security Dispatching

Santa Clara Kaiser Permanente
09.2017 - 01.2021
  • Use communication systems to direct responders to the site of the incident
  • Notify appropriate manager or supervisor of conditions on a 24 hour basis
  • Receive emergency calls from residents and staff and dispatched appropriate officers or personnel
  • Managed a team of Security Officers responsible for monitoring CCTV cameras and responding to alarms.
  • Monitored physical access to the premises, ensuring that only authorized personnel were allowed entry.
  • Controlled physical and security technology programs, CCTV, access control, security lighting, gate systems and incident management systems.

Skills

  • Software Expertise (Microsoft office,Outlook, Data Analysis )
  • Operating systems proficiency (MacOS, Windows 10, Slack ,Fleet Tracker)
  • IT Support (troubleshooting, system maintenance)
  • Schedule Management
  • Driver communication
  • Dispatch Coordination
  • Updating logs
  • Improving operations
  • Customer Relationship Management
  • Complaint resolution

Timeline

Dispatcher

Kett Engineering Corporation
04.2023 - 05.2024

Housekeeping Aide

Santa Clara Kaiser Permanente
09.2022 - Current

Customer Service Representative

Mike Counsil Plumbing and Rooter
01.2021 - 08.2022

Securitas Security Dispatching

Santa Clara Kaiser Permanente
09.2017 - 01.2021

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Selestina Zapien