Carlotta Twardowski
Lake Tapps
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
New West Lab
11.2021 - 11.2023
- Coached team members to deliver hospitable, professional service while adhering to set service models
- Created customer support strategies to increase customer retention
- Researched and corrected customer concerns to promote company loyalty
- Identified customer service trends to provide recommendations for process and procedural improvements
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
Public Safety Dispatcher
Lake Havasu City Police Department
06.2019 - 11.2021
- Received 911 and non-emergency calls and dispatched calls to emergency personnel
- Used specialized software to track and maintain case incident numbers and logs
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations
- Entered criminal record checks, driver's license numbers and warrants into state and national database systems to fulfill officer requests
- Automated document flow by ensuring logbooks and reports were maintained with 100% accuracy
Customer Service Technical Advisor
New West Lab
02.2017 - 06.2019
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Met customer call guidelines for service levels, handle time and productivity
- Maintained understanding of accounting system and utilized functions
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
Education
Associate of Arts -
Pierce College
Puyallup, WA06-2025
Emergency Telecommunications Academy -
Western Arizona Law Enforcement Academy
Lake Havasu City, AZ08-2019
Skills
- Interpersonal communication
- Conflict resolution
- Employee schedule management
- Talent allocation
- Multitasking and organization
- Task delegation
- Key performance indicators (kpis)
- Customer relations
- Report generation
- Proficient in Microsoft Office
- Records management
Timeline
Customer Service Supervisor
New West Lab
11.2021 - 11.2023
Public Safety Dispatcher
Lake Havasu City Police Department
06.2019 - 11.2021
Customer Service Technical Advisor
New West Lab
02.2017 - 06.2019
Associate of Arts -
Pierce College
Emergency Telecommunications Academy -
Western Arizona Law Enforcement Academy
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