Customer Experience Representative – Specialty Requests Department at Autolux O/A Rapid City Transportation (2024-10 – Present)
Remote position handling specialty requests for non-emergent medical transportation.
- Multitasked inbound and outbound calls, emails, requests, and alerts regarding non-emergent medical transportation.
- Communicated effectively with the dispatch and quality control team to ensure punctuality and prompt responses to requestors.
- Booked accommodations including hotels, flights, trains, and ferries for requestors.
- Handled requests from YRDSB, HDSB, YCDSB, LCDSB, TVDSB etc. to ensure their students were transported safely.
- Managed email communication at an all-time rate. Processed and responded to inquiries, bookings, and complaints in a timely manner.
- Communicated closely with legal representatives, adjusters, case managers, clinics, and hospitals about passenger needs.
- Assisted on new projects alongside upper management.
- Input claimant and customer data securely into system while handling sensitive information.
- Listened, diagnosed, and resolved technical issues through step-by-step solutions.
- Offered support and politely addressed customer complaints, escalating to management only when necessary.
Customer Service Representative and Dispatcher at Enercare (2018-01 – Present)
Remote position managing work at a busy, multidisciplinary, fast-paced customer service contact center providing efficient and friendly afterhours emergency services to customers with minimum supervision.
- Manage work at a busy, multidisciplinary, fast paced customer service contact center providing efficient and friendly afterhours emergency services to customers with minimum supervision.
- Demonstrates sensitivity to clients who require emergency services and dispatch technicians accordingly with accurate case history.
- Effectively using communication skills by listening to clients to determine which service would best suit their needs.
- Respond to inquiries and complaints made by telephone or in writing and using effective problem-solving skills to solve conflict situations.
- Operate office equipment and computers utilizing a variety of software packages (AS400, Office 365), applying speed and skill.
- Relay messages to staff, managers, and stakeholders when applicable.
Veterinary Assistant – Co-op at Morningstar Pet Hospital (2024-01 – 2024-04)
- Successfully helped restrain felines and canines for injections as well as jugular, cephalic, and saphenous blood draws.
- Assisted my team with drawing up vaccines as well as completing certifications for doctor's signature.
- Unpacked daily orders and set aside products ready for client pick-up.
- Counted pharmaceutical inventory.
- Filled out controlled substances log.
- Helped set-up for surgical procedures (Dental procedure, Neuter/Spay, TPLO).
- Cleaned kennels and runs and assisted with folding laundry.
- Cleaned exam rooms and prepared room for future patients.
- Communicated with clients in a friendly manner and assisted in providing the upmost care to their pets.
Customer Service Team Lead and Trainer at Autolux O/A Rapid City Transportation (2022-07 – 2024-02)
- Trained new hires on company-specific policies, procedures, and compliance guidelines.
- Multitasked inbound and outbound calls, emails, requests, and alerts regarding non-emergent medical transportation.
- Communicated effectively with the dispatch and quality control team to ensure punctuality and prompt responses to requestors.
- Received monthly awards due to maintaining above average call intake and exceeding company task expectations.
- Managed email communication at an all-time rate. Processed and responded to inquiries, bookings, and complaints in a timely manner.
- Communicated closely with legal representatives, adjusters, case managers, clinics, and hospitals about claimant needs.
- Inputted claimant and customer data securely into system while handling sensitive information.
- Listened, diagnosed, and resolved technical issues through step-by-step solutions.
- Offered support and politely addressed customer complaints, escalating to management only when necessary.
Customer Service Representative and Dispatcher at Mission Control NOC and Helpdesk Services (2021-02 – 2022-03)
- Handled inbound calls, emails, and chats relating to MSPs for third-party communications.
- Manage work at a busy, multidisciplinary, fast-paced customer service contact center providing efficient and friendly services to customers with minimum supervision during business and after-hours.
- Operated Slack, Autotask, ConnectWise, and Bria for effective communication between clients and MSPs.
- Relay messages to staff, MSPs, and managers when applicable.
- Advanced in ticket creation, verification, distribution, and ticket escalation.
