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Emergency Dispatcher Resume

CAREER OBJECTIVE:

My proven abilities at coaching, team building, organization, as well as all activities related to achieving sales goals and/or providing outstanding customer satisfaction, will allow me to positively assist your corporation in maintaining and increasing its profitability.

SUMMARY:

  • Knowledgeable in the mortgage and refinancing processes
  • Proven customer - focused professional with strong inbound and outbound call center experience, face to face service and sales
  • Possess strong team leadership, motivational, and coaching skills; consistently employ coaching skills to assist new and existing associates in department
  • Encourage and motivate teamwork as leader. Designs and implements reward and recognition programs/mini-campaigns to increase sales - my coaching and leadership can motivate and positively increase sales
  • Proven champion of change, promoting the success of the organization’s overall mission, vision, values, goals, and action plans
  • Demonstrates, outstanding competency in Windows applications, Excel, and other required computer skills
  • Articulate, with excellent verbal and written communication skills

T ECHNICAL P ROFICIENCIES:

MS-Office tools: Word, Works, Excel, Outlook, PowerPoint, Access

Call Center tools: Bravo, Avaya Predictive Dialing System, Avaya CMS Supervisor, Avaya Campaign Monitor

PROFESSIONAL EXPERIENCE:

Confidential

Emergency Dispatcher

Responsibilities:

  • Received, reviewed, coordinated, transmitted, tracked and recorded law enforcement, highway maintenance, and general administrative information
  • Ensured the safety of Confidential Police Officers, the traveling public, and Confidential employees
  • Operated 700 MHZ statewide multi-channel radio system, and handled assignments and incidents stressful in nature in a calm professional manner

Confidential, Potomac, MD

Letter Carrier

Responsibilities:

  • Delivered and collected mail on foot or by vehicle under varying road and weather conditions in a prescribed area
  • Maintained professional and effective public relations with customers
  • Possessed a general familiarity with postal laws, regulations, products, procedures, and geography with the area

Confidential, Richmond, VA

Airport Location Manager

Responsibilities:

  • Responsible for overseeing the day to day operations of the rental location including a fleet of over 3000 vehicles, service attendants, and customer service representatives
  • Manage associates continuing development skills in sales, service, and performance
  • Increase business through forecasting, vehicle maintenance, counter sales, and rate management in order to remain competitive in the market place while utilizing fleet at profitable level

Confidential, Fredericksburg, VA

Licensed Sales Agent

Responsibilities:

  • Provided knowledge and expertise to customers about Geico products, by writing policies for homeowners and renters insurance.
  • Empathized with the customers and overcome objections to obtain the business.
  • Partnered with Europe Assistance to upsell Identity Theft and counsel customers on the importance of credit monitoring etc.

Confidential, Richmond, VA

Customer Service Manager

Responsibilities:

  • Provided leadership and coaching to a team of 8 associates within the Consumer Products contact center
  • Responsible for developing, organizing, implementing, and managing promotions, campaigns, contests, daily sales/ referral activities to support achievement of referral and sales goals
  • Partnered with Associate Readiness and Performance Support to develop and facilitate any special ad hoc training needed

Confidential

Senior Quality Analyst

Responsibilities:

  • Supported Management with all responsibilities; huddles; training; interviews; supervision and time management of 30 associates
  • Reviewed evaluations completed by Team Mangers and provided information to coach associates on their soft skill behaviors, along with interacting with our customers by telephone
  • Identified escalating problems that had potential to prohibit servicing customers (risk, policies, practices, etc.)

Confidential, Richmond, VA

Borrowers Protection Plan Specialist

Responsibilities:

  • Excelled at Outbound Sales to clients who are nearing completion of their home purchasing or refinancing process
  • Increased the customer experience by providing information on products such as, but not limited to, Homeowner’s and Mortgage Protection Insurance through up-selling opportunities

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