Shakiae Jones
Wichita
Summary
Dynamic professional with extensive experience at Air Serv, excelling in service coordination and customer support. Proven track record in optimizing dispatch processes and enhancing customer satisfaction through effective communication and problem-solving. Skilled in data entry and active listening, consistently improving operational efficiency and team performance.
Experienced with coordinating transportation logistics and managing schedules effectively. Utilizes strong problem-solving skills to ensure timely deliveries and smooth operations. Track record of maintaining excellent communication with drivers and customers to resolve issues promptly.
Professional with proven background in logistics and transportation management, driving operational efficiency and timely deliveries. Known for fostering team collaboration and reliability, adapting to changing demands seamlessly. Expertise in route planning, customer service, and multitasking under pressure.
Knowledgeable [Desired Position] with solid track record in coordinating complex logistics and managing transportation schedules efficiently. Recognized for optimizing routes and reducing delivery times, ensuring seamless operations. Demonstrated proficiency in communication and problem-solving to address challenges swiftly and maintain service quality.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Dispatcher
Air Serv
01.2021 - 08.2025
- Coordinated timely dispatch of ground support equipment to optimize aircraft turnaround efficiency.
- Monitored and prioritized service requests to ensure rapid response times for flight operations.
- Utilized communication systems to relay operational updates between teams and enhance workflow coordination.
- Trained new dispatchers on protocols, improving team performance and knowledge retention.
- Implemented tracking procedures that increased accountability in equipment allocation and usage.
- Analyzed dispatch logs to identify trends, leading to process improvements and enhanced service delivery.
- Collaborated with management to develop scheduling strategies that reduced delays in service provision.
Customer Service Representative
Convergys
07.2023 - 11.2024
- Resolved customer inquiries through multiple channels, ensuring prompt and accurate information delivery.
- Collaborated with team members to enhance service quality and improve overall customer satisfaction ratings.
- Managed order processing and tracking, maintaining seamless communication with customers throughout the delivery process.
- Assisted in training new representatives on product knowledge and effective customer interaction protocols.
- Implemented feedback mechanisms to identify service improvement areas, contributing to refined operational procedures.
- Monitored service metrics, identifying trends to proactively address recurring issues for enhanced customer experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded to customer requests for products, services, and company information.
Customer Support Specialist
Convergys, AT&T
05.2022 - 04.2023
- Resolved customer inquiries through phone, email, and chat support channels to enhance satisfaction.
- Guided customers in product features and troubleshooting to ensure effective usage and resolution.
- Documented customer interactions in CRM system to maintain accurate records and streamline follow-up processes.
- Developed training materials for new team members to enhance onboarding effectiveness and knowledge retention.
- Collaborated with cross-functional teams to address complex issues and improve service delivery protocols.
- Analyzed customer feedback trends to identify areas for service improvement and implement corrective actions.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Mentored junior staff on best practices in customer communication and problem-solving techniques for optimal performance.
- Led initiatives to optimize support workflows, reducing response times while maintaining high-quality service standards.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Education
Montbello Highschool
Denver, COSkills
- Customer service
- Data entry
- Decision-making
- Active listening
- Dispatching procedures
- Time management
- Problem-solving
- Prioritizing calls
- Attention to detail
- Work order management
- Maintaining call metrics
- Service coordination
- Communication equipment operation
- Dispatching field personnel
- Incident reporting
- Service planning
- Database updates
- Conflict resolution
- Traffic monitoring
- Database management
- Verifying coverage
- Emergency protocols
- Record keeping
- Verbal and written communication
- Team collaboration
- Multitasking and organization
Certification
MELISSA DAVIS -(303)-257-9939
LAURA HUGHES-(303)-513-6254
COMMUNIITY COLLEGE OF AURORA....16000 E. CENTRETECH PARKWAY, AURORA COLORADO 80011 -(303)-360-4700
Timeline
Customer Service Representative
Convergys
07.2023 - 11.2024
Customer Support Specialist
Convergys, AT&T
05.2022 - 04.2023
Dispatcher
Air Serv
01.2021 - 08.2025
Montbello Highschool
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