Dispatcher - Ascent Pro Support
(2022-06 - 2026-06)
- Coordinated ERS for multiple commercial trucking fleets, facilitated roadside tire and other light mechanical services.
- Collaborated with commercial tire dealers/distributors that ensured timely service delivery.
- Manage communications to assign events to agents, maintaining operational efficiency.
Advisor - Direct Interactions
(2013-09 - 2022-05)
- Assisted 50-100 impacted motorists daily in resolving delinquent parking fines and retrieving towed vehicles.
- Processed payments, reviewed affirmations for boot removal, and ensured regulatory compliance.
- Conducted collections, consistently achieving or exceeding targets.
- Expertise in processing and managing unemployment claims in accordance with state and federal regulations.
- Ensured compliance with unemployment laws, policies, and reporting requirements.
- Investigating claims, responding to inquiries, and mitigating risks related to fraudulent filings.
Technical Support NEIP - Convergys
(2012-08 - 2013-09)
- Provided technical support for telephone, cable, and internet services to a diverse customer base.
- Processed payments and troubleshot email and online service issues, enhancing user experience.
- Identified training and process improvement opportunities, facilitating agent development.
Advisor - West at Home
(2007-12 - 2012-08)
Served as a Customer Service Representative for HSN, facilitated customer purchases, payments, and billing inquiries.
Advisor / Coach - Sitel
(2004-05 - 2007-11)
- Managed customer cell phone accounts, troubleshooting handset issues and activating new accounts.
- Coached a team of 15-20 agents, monitoring calls and performance to ensure adherence to standards.
- Identified training needs and facilitated process improvements to enhance team efficiency.
