Customer Service Pick Up

Saroiah Hendrickson

Customer Service, Dispatch

ad68vz@r.postjobfree.com 416-***-**** 307 Monarch Ave. Ajax, ON, L1S0C2

CAREER OBJECTIVE

I am a hard-working professional with 7+ years of experience and a proven knowledge of conflict resolution, customer service, and customer satisfaction.

EXPERIENCE

Dispatcher

Stephenson’s Rental Services, Pickering, ON / March 2023 – Present

• Using software and dispatching fleet trucks throughout Southwestern Ontario to various clients and internal sites – fulfilling requests for Heavy/Medium Construction Equipment, Heating Equipment, and Scaffold/Temporary Fencing Products

• Use a rental management system to process delivery and pick up orders for clients and internal sites

• Communicating delayed orders, partial pick-up or equipment set up with customers

• Ensuring all trucks have accurate inventory counts, preventing stock outs and maximizing efficiency

• Cultivating strong relationships across the organization and with our clients partners by providing an excellent level of service

• Writing and closing contracts, invoicing equipment pick-ups and making outbound calls to clients

• Summarizing and reporting daily productivity to my supervisor

• Arranging fleet maintenance and service

• Adhering to and promoting safety policies, including wearing all required PPE

• Other administrative duty

Dispatcher – Fleet

Rapid City Transportation, Ajax, ON / February 2021 – March 2023

• Receive and dispatch orders in a timely manner

• Prioritize messages and calls according to urgency and importance

• Maintain a comprehensive record of communication

• Enter data in computer software and maintain logs and records as requested

• Address problems and requests by transmitting information or providing solutions

• Monitor the route and status of drivers/vehicles to coordinate and prioritize their schedule

• Provide drivers information regarding orders, traffic obstacles and other requirements

• Outsourcing of services in the most effective manner to meet daily requirements

• Communicate with drivers to remind of proper vehicle conditions and defensive driving

• Initiate action to improve performance

• Coordinate with internal departments as required

Dispatcher – Taxi

Rapid City Transportation, Ajax, ON / Jun 2019 – November 2021

• Schedule timely pickup and delivery of claimant

• Book current and future trips with appropriate taxi company in area

• Constant communication with taxi companies to ensure pick up and drop off

• Inform manager/customer service of no shows

• Contact taxi companies verbally and/or electronically through Autolux's portal Data input as needed

Supervisor of Dispatch

Hallcon Corporation, Toronto, ON / Jul 2014 - May 2016

• Responsible for supervision of 8-10 employees per shift

• Prepare nightly reporting regarding employee productivity and use of subcontractor resources

• Primary point of contact for CN and CP chief and director regarding trip issues

• Provide training to employees

• Provide constant monitoring of incoming trips to ensure adequate coverage is available, dispatchers, drivers

• Complete performance reviews and provide feedback to managers

• Arrange crew transportation for freight and passenger railways across North America for CN and CP rail

• Ensure on time performance for all dispatched calls

• Be in constant contact with drivers to provide direction or redirection of pick up or drop off locations

Supervisor of Compliance

Universal Energy Corporation, Toronto, ON / Aug 2006 - Mar 2009

• Resolve agent related and customer service complaints

• Reviewed analyst’s complaint resolutions prior to sending to regulatory bodies

• Prepared reports regarding trends in complaint history on a biweekly basis

• Provide assistance to customer service team leaders and supervisors for escalated issues

• Handled complaints received via phone, email, mail and walk ins

• Reviewed and investigated complaints received from the Ontario Energy Board, Michigan Public Service Commission, Police and MPP's

• Performed thorough complaint investigations for internal and external sources

• Completed monthly review for each team member and provided feedback and suggestions for improvement

• Conducted weekly staff meetings to advise team of progress and expectations

• Provided training to the customer service department of 40 to 50 people regarding the use and significance of the department

• Introduced and implemented new policies and procedures and assisted in the development of the complaint tracking system with the IT department

Customer Service Representative

Sunlife Financial, Toronto, ON / Sep 2005 - Aug 2006

• Answered inbound inquiries regarding medical and drug eligibility

• Provided medical benefit limits and prescription eligibility

• Maintained and exceeded required talk time and quality assurance expectations

Customer Service Representative

Direct Energy Essential Home Services, Toronto, ON / May 2000 - Jun 2005

• Took escalated supervisor calls

• Determined issues that needed to be escalated to Customer Solutions Special Services Transaction Team

• Outbound calls to customers to verify information for Acquisitions, Enrolments and Market Switches

• Submit accounts to Utilities

• Print and present daily stats to the team

• Exceeds all expected KPO's and maintained high productivity Customer Relations

• Dealt with escalated customer disputes and issued resolutions

• Resolved forgery and misrepresentation complaints

• Used third party verification calls and program knowledge to come to satisfactory results

EDUCATION

Winston Churchill Collegiate Institute

Toronto, ON

High School Diploma (1997)

ADDITIONAL SKILLS

• Superior customer service, written, oral and presentation skills

• Proven excellent leadership, hands on and team player roles

• Excellent time management, analytical and problem-solving skills

• Proficient in Microsoft Office, PowerPoint, Excel

• Punctual and adaptable to change

• Ability to use good judgement, discretion and remain impartial

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