Thuy Thai

• Supervise and support a team of service coordinators handling 200 high-volume inbound and outbound customer calls.
• Oversee daily dispatch operations, ensuring timely assignment of service requests and optimal technician scheduling.
• Monitor call quality, documentation accuracy, and adherence to company procedures to ensure best-in-class customer experience.
• Coordinate emergency breakdowns, towing services, and outside vendors to minimize customer downtime.
• Train, mentor, and coach team members on customer service standards, CRM systems, and dispatch processes.
• Track team performance metrics including response time, resolution time, and customer satisfaction scores.
• Resolve escalated customer concerns with professionalism and effective problem-solving.
• Collaborate with cross-functional departments to improve dispatch efficiency and workflow processes.
• Conduct performance evaluations and provide constructive feedback to drive continuous improvement.
• Ensure accurate and timely documentation of all customer interactions and service transactions.

The Customer Care Specialist II has a responsibility to ensure that the overall customer experience is “best in class.” This is the be accomplished by the execution of the outlined processes within the work instructions with proficiency and enthusiasm. The Customer Care Specialist II will demonstrate active listening skills to ensure that the customer’s needs are met and exceeding customer and company expectations.

• Field a high volume of inbound calls.
• Provide excellent customer service for all Inbound and outbound calls.
• Timely and accurate documentation and notation in all systems regarding each customer contact
• Originating all new transactions, (via inbound and outbound calls), regarding preventative maintenance, as well as immediate and scheduled service and repairs
• Assign service requests to the respective market for Dispatching
• Coordinating towing of customer units when necessary
• Scheduling outside vendors when an emergency breakdown is called in
• Continuously develop and improve company capabilities in the area of Dispatching
• Be professional and establish positive customer rapport, encouraging repeat business
• Additional duties and special projects as assigned
• Knowledge of Microsoft Office Suite
• Ability to work independently and collaboratively within a team environment
• Able to multi-task and meet tight deadlines
• Excellent problem-solving skills
• Highly organized with exceptional follow-through abilities
• Utilized CRM software to track customer interactions and streamline communication.
• Assisted customers with inquiries and resolved issues to enhance satisfaction.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Took ownership of customers issues to follow problems through to resolution.

• Supervise daily operations of medical staff and administrative personnel to ensure efficient workflow and high-quality patient care.
• Oversee scheduling, staffing coverage, and performance management for clinical and/or patient service teams.
• Ensure compliance with HIPAA regulations, healthcare policies, and organizational procedures.
• Monitor patient interactions to maintain exceptional service standards and patient satisfaction.
• Handle escalated patient concerns and resolve complex service issues in a timely and professional manner.
• Coordinate communication between providers, nursing staff, billing departments, and external vendors.
• Maintain accurate documentation within EMR/healthcare systems.
• Train, mentor, and onboard new employees on protocols, systems, and service standards.
• Track and report key performance metrics including patient wait times, service efficiency, and quality assurance indicators.
• Implement process improvements to increase operational efficiency and enhance patient experience.