Michael Narsh

MICHAEL YEBOAH @ -om h - a Accra, AA 00233 SKILLS • • • • • • • • • • • • • • • • • • Prioritizing calls Routing orders Delivery policies Dispatching field personnel Data Entry Customer Relations MS Office Customer service Report preparation CRM Creative problem solving Professional telephone demeanor Technical Support Good listening skills Multi-line phone talent Call center operations Conflict resolution Credit card processing PROFESSIONAL SUMMARY Reliable Dispatcher with over a year of experience. Highly effective at maintaining tight schedules and keeping callers satisfied and drivers safe. Enthusiastic about driving improvements to business operations. Adept at coordinating schedules and field personnel to provide efficient service to callers. Enthusiastic customer service rep eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of dispatching and customer support. Motivated to learn, grow and excel in transportation Industry. Moreover i am well-qualified proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. WORK HISTORY Curb Mobility - Dispatcher New York City, New York • 03/2019 - Current • • • • • • • • Directed all dispatching, routing and tracking of 50 fleet vehicles. Increased area coverage by 70% through effective scheduling and detailed location monitoring. Went 257 days without driver accident by staying up to date and alerting drivers of traffic and weather hazards in real time. Responded to over 100 daily caller requests with information about assistance and timeframes. Maintained updated and detailed records of calls in physical and electronic database. Evaluated and adjusted over 50 routes based on daily needs, available workers, traffic hazards and weather conditions. Documented all changes in computer tracking system. Planned, organized and managed work of subordinate EDUCATION University Of Professional Studies Ghana • 07/2018 BBA: Business Administration • • • • • • • • • • • staff to accomplish consistent work within organizational standards. Worked with physically challenged customers to understand needs and provide services that suit their needs. Handled 100 calls per day to address customer inquiries and concerns. Maintained excellent attendance record, consistently arriving to work on time. Resolved conflicts and negotiated mutually beneficial agreements between parties. Resolved credit card transaction issues between drivers and passengers, improved operations and provided exceptional client support. Checked that each scheduled route was appropriately covered by delivery drivers. Implemented technicians' notes into computer system during and after each service call. Worked closely with customers to effectively resolve issues and complaints. Inspected work output and processes for adherence to standards and specifications. Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning. Scheduled and dispatched drivers to locations in New York. Curb Mobility - Customer Service Representative New York City, New York • 03/2019 - Current • • • • • • • Provided primary customer support to internal and external customers in fast-paced environment. Answered constant flow of customer calls with up to 20 calls in queue per minute. Consulted with outside parties to resolve discrepancies and create effective solutions. Answered customer telephone calls promptly to avoid on-hold wait times. Collected customer feedback and made process changes to exceed customer satisfaction goals 100%. Responded to customer requests for products, services and company information. Used company troubleshooting resolution tree to • • • • evaluate technical problems while leveraging personal expertise to find appropriate solutions. Entered customer interaction details in CRM software to track requests, document problems and record solutions offered. Provided information to customers regarding Curb's charge card and loyalty program and helped to open and activate new accounts. Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. Xact Law - Telemarketer Salt Lake City, Utah • 01/2018 - 09/2019 • • • • • Opened new accounts and documented personal, demographic and payment information in system. Delivered scripted sales talks to customers reached via manual and automatic dialing systems. Overcame objections using friendly, persuasive strategies. Explained product prices and packages as well as answered questions and addressed concerns of customers. Set up appointments with interested customers according to schedule availability.