Summary
Overview
Work History
Education
Skills
Awards
Personal Information
Certification
Timeline
Generic

Sequoyah Polk

Atlanta,GA

Summary

Results-driven professional at AAA The Auto Club Group, recognized for enhancing customer satisfaction through expert dispatch coordination and effective problem management. Proficient in Microsoft Office and Zendesk, consistently thrives in high-pressure environments while efficiently completing service requests. Proven leadership abilities drive teams to achieve top productivity, supported by a strong focus on outstanding customer service and creative problem-solving skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Dispatcher/Customer Service

AAA The Auto Club Group
Atlanta, USA
04.2022 - Current
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Kept detailed and updated records of calls in physical and electronic databases.
  • Liaised with customers to provide logistics for drivers and coordinate delivery times.
  • Documented services performed, operations information, and dispatch details in system.
  • Oversaw communications within assigned territories.
  • Supervised incoming calls for emergency roadside assistance services such as towing, locksmith, fuel delivery, battery replacement, and minor mechanical issues from initiation to completion.
  • Understand the nature of the member's distress, ensuring their immediate safety, and document the details promptly and accurately.
  • Maintain a compassionate and composed demeanor, especially during high-intensity calls.
    Relay critical information to the internal and external teams to expedite the dispatching process.
  • Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service.
  • Ensure service requests are completed within 60 minutes of being created, and if they are not, escalate the call to ensure fast service for members.
  • Follow up with members throughout the service request to maintain excellent service.
  • Collaborate with stations and drivers.
  • Maintain the status and location of all ERS personnel and vehicles in the top three productivity each month.

Customer Service Representative

Instacart
Georgia, USA
04.2019 - 08.2022
  • Compile account optimization recommendations to help advertisers achieve their goals.
  • Assist new retail partners with catalog setup and launching.
  • Complete process-based work throughout the sales pipeline, qualifying leads, and ensuring successful launches.
  • Support all aspects of the sales cycle, and active business.
  • Prioritize and deliver timely, high-quality work.
  • Support inbound advertiser demand throughout the onboarding process, from registration through campaign creation.
  • Learn to initiate prospecting and lead generation activities.
  • Maintain a high daily volume of activity, including emails.
  • Utilize sales CRM tools to track activity.
  • Analyze account performance against key metrics to identify and recommend optimization.
  • Generate campaign reports and monthly/quarterly reviews.
  • Meet all deliverables on time, including input metrics and training sessions.
  • Tier 3 Escalation Department.
  • Solve for the customer.
  • Trained new employees on the system and policies to support team efficiency.
  • Provide positive, fast, and complete support resolutions to users via various access channels.
  • Provide support to both shoppers and customers.
  • Identify common trends within support interactions, and escalate.

Operations Manager

Thomas and Thomas Group LLC
Riverdale, USA
02.2016 - 09.2020
  • Supervised load operations.
  • Update carrier packages
  • Negotiated contracts with vendors and service providers, securing favorable terms.
  • Monitor product delivery status efficiently.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Scheduled and organized freight shipments.
  • Ensured timely refueling for drivers.
  • Handled company financial transactions promptly.
  • Handled complete spectrum of company's accounting tasks.
  • Created detailed reports on the performance of individual departments within operations.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Performed cost analysis for various projects to determine budget requirements.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Coordinated cross-functional teams to ensure timely delivery of products and services.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Created effective business plans to focus strategic decisions on long-term objectives.

Customer Service Representative-Work at Home

SERTEC Corporation
Atlanta, USA
08.2015 - 04.2017
  • Assist the guest with creating and registering their accounts.
  • Assist guests with refunds and other billing inquiries.
  • Record customer information, complaints, and compliments for guests to provide fast and efficient service.
  • Implemented innovative methods for streamlining the customer service process.
  • Strengthened customer retention by offering discount options.
  • Updated databases with new and modified customer data.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Developed strong customer relationships to encourage repeat business.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Answered customer inquiries via phone, email, and chat.

AppleCare Technical Support Representative

Concentrix
Norcross, USA
07.2013 - 05.2015
  • Resolved technical support, account issues, and billing inquiries.
  • Performed routine maintenance and software updates on support tools and customer systems.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Implemented feedback from customer satisfaction surveys to improve service quality.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Diagnosed system errors and implemented solutions to resolve them.
  • Managed the configuration and setup of customer accounts and devices.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Conducted research into product-related issues, identified solutions, and provided accurate information to customers.

Crew Member

Walt Disney Parks & Resorts
Orlando, USA
05.2012 - 05.2013
  • COLLEGE PROGRAM
  • Craft magical experiences for guests.
  • Performed under fast-paced conditions in counter service settings.
  • Answered questions regarding ingredients and preparation techniques to educate customers before placing orders.
  • Packaged menu items into bags or trays and placed drink orders into carriers.
  • Handled customer orders, managed POS system and cash transactions.
  • Provided outstanding guest service through regular interactions and informative responses.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Kept up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
  • Restocked napkins, condiments and utensils at self-service areas during slow periods.
  • Prepared quality products while maintaining portion control and presentation within service goal times.
  • Drove team success by quickly completing assigned tasks.
  • Warmly greeted visitors to promote great customer service and positive ordering experience.
  • Assisted management team with inventory counts of food products and beverage supplies.
  • Demonstrated proper food safety practices by accurately completing quality control checklist.
  • Served food quickly for positive guest experiences.
  • Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.

Money Center Associate

Walmart
Marietta, USA
01.2010 - 05.2012
  • Performed daily balancing of cash drawer and money center operations.
  • Prepared and checked cashier register tills.
  • Tracked daily cash differences, compiled reports, and compared past data to find causes.
  • Ensured compliance with legal and regulatory requirements regarding financial transactions.
  • Trained new employees on proper Money Center procedures and processes.
  • Prepared bank deposits, verifying amounts and ensuring timely deposits.
  • Welcomed customers, offering assistance to help find store items.
  • Greeted customers promptly and responded to questions.
  • Ensured compliance with company policies and procedures at all times.
  • Processed deposits, withdrawals, transfers, and loan payments for customers.
  • Explained money center rules and regulations to customers.

Education

High school or equivalent -

Wheeler High School
Maritetta, Ga
04.2010

Some College (No Degree) -

Western Governors University
Salt Lake City, UT

Skills

  • Flexible team player
  • Problem Management
  • Creative Thinking
  • Customer Service
  • Microsoft Office
  • Zendesk
  • Avaya
  • Network Support
  • Help Desk
  • Sales Support
  • Active Directory
  • Desktop Support
  • Windows
  • Linux
  • Marketing
  • Technical support
  • [Software] proficiency
  • Critical thinker
  • Route navigation
  • Driver communication
  • Dispatch coordination
  • Updating logs
  • Coordinating urgent deliveries
  • Vehicle coordination

Awards

  • Employee of the Month, 06/01/18
  • Instacart Highest CSAT Award, 09/01/19

Personal Information

Authorized To Work: US

Certification

  • ITIL 4 CERITIFIED

Timeline

Dispatcher/Customer Service

AAA The Auto Club Group
04.2022 - Current

Customer Service Representative

Instacart
04.2019 - 08.2022

Operations Manager

Thomas and Thomas Group LLC
02.2016 - 09.2020

Customer Service Representative-Work at Home

SERTEC Corporation
08.2015 - 04.2017

AppleCare Technical Support Representative

Concentrix
07.2013 - 05.2015

Crew Member

Walt Disney Parks & Resorts
05.2012 - 05.2013

Money Center Associate

Walmart
01.2010 - 05.2012

High school or equivalent -

Wheeler High School

Some College (No Degree) -

Western Governors University

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Sequoyah Polk