Zina Atkism
Monroe,GA
Summary
Empathetic and organized individual with a strong background in dispatching and customer service. Known for exceptional problem-solving skills and the ability to manage high-stress situations, committed to improving customer experiences and operational efficiency. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues.
Overview
25
25
years of professional experience
Work History
Customer Support Specialist
Progressive
06.2024 - 01.2026
- Resolved customer inquiries via phone and email, ensuring timely and accurate responses.
- Documented customer interactions in CRM system for improved tracking and follow-up.
- Assist customers with making payments and payment arrangements.
- Provided product information and guidance to customers.
- Maintained knowledge of company products and services to deliver exceptional support.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
Dispatcher
Republic Services
Winder, GA
10.2000 - 09.2020
- Coordinated daily dispatch operations, ensuring timely service delivery to clients.
- Monitored and managed route schedules.
- Communicated effectively with drivers.
- Maintained accurate records of service requests and dispatch activities for compliance purposes.
- Trained new staff on dispatch protocols, software tools, and safety regulations.
- Managed high-stress situations.
- Played an instrumental role in emergency situations requiring coordinated efforts from multiple departments.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Education
High School Diploma -
Monroe Area High School
Monroe Ga06-1985
Skills
- Active listening
- Multi tasking and organization
- Processing payments
- Empathy and patience
- Adaptability and flexibility
- Email communication
- Attention to detail
- Customer communication and empathy
- Customer service expert
- Highly professional
- Friendly and patient
- Organizational skills
- Data entry
- Call center experience
- Conflict resolution
- Problem-solving abilities
- Online chat support
- Issue and resolution tracking
- Tracking and documentation
- Decision-making
- Time management
- Dispatching procedures
- Route planning
- Routing orders
- Dispatching field personnel
- Closing tickets
- Incident reporting
- Traffic monitoring
- Verbal and written communication
- Map reading
- Tracking systems
- Delivery support
- Navigation support
- Shift coordination
- Delivery procedures
- Call handling
- Coordinating urgent deliveries
- Radio communication
- Adjusting routes
- Critical thinker
- Processing orders
- Multitasking Abilities
- Route planning and adjustment
- Dispatch recordkeeping
- Paperwork processing
Timeline
Customer Support Specialist
Progressive
06.2024 - 01.2026
Dispatcher
Republic Services
10.2000 - 09.2020
High School Diploma -
Monroe Area High School