Alyssa Robinson

Dependable and customer-focused Call Center and Dispatcher professional with experience handling high volumes of calls, assisting customers, coordinating service requests, and communicating effectively with drivers, field personnel, and internal teams. Skilled at remaining calm under pressure, prioritizing urgent requests, documenting information accurately, and providing professional customer service. Strong multitasking, problem-solving, and communication abilities with a commitment to safety, efficiency, and customer satisfaction.

Call Center / Dispatcher at Metro Access (2023-02 – Present)

• Answer and manage a high volume of incoming calls while providing professional and courteous customer service.
• Gather accurate information from callers and determine the appropriate response or service needed.
• Dispatch drivers, technicians, field personnel, or other resources based on location, priority, and availability.
• Monitor active calls and assignments to ensure timely completion of services.
• Communicate clearly with customers, employees, supervisors, and field personnel by telephone, radio, and computer systems.
• Schedule and coordinate appointments, service calls, pickups, or transportation requests.
• Document calls, customer information, service requests, and dispatch activity accurately in company systems.
• Handle difficult or upset customers professionally and work to resolve concerns efficiently.
• Prioritize urgent and time-sensitive requests while managing multiple tasks simultaneously.
• Follow company procedures and safety guidelines when handling calls and dispatching personnel.
• Maintain accurate records and communicate important updates to supervisors and team members.

Call Center Representative at Dispatch Taxi service Rockville (2020-10 – 2023-02)

• Provided customer assistance by phone, email, or other communication channels.
• Responded to customer questions, service requests, and account-related concerns.
• Entered and updated customer information accurately in computer systems.
• Resolved routine issues and escalated complex concerns to the appropriate department.
• Maintained professionalism and patience while handling high call volumes.
• Followed established procedures for documenting customer interactions and resolving problems.
• Worked with team members to meet customer service and productivity goals.

Patient Appointment Coordinator at Walter Reed Hospital (2018-11 – 2020-10)

• Scheduled appointments for patients and documented interactions in the database.
• Verified patient eligibility and maintained compliance with care standards.
• Compiled statistical reports and maintained communication with staff.

High School Diploma – Duke Ellington School of the arts (2013-06)