Edwin Etienne
Sunrise,FL
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
18
18
years of professional experience
Work History
Customer Service Dispatcher
EZ Go Transport
Fort Lauderdale, Florida
01.2022 - 02.2025
- Scheduled loads according to priority and available equipment.
- Documented services performed, operations information, and dispatch details in system.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
- Matched bills of lading and reconciled quantities to verify items shipped.
- Maintained logs of all incoming calls and assigned tasks.
- Investigated and resolved customer and vendor issues to retain business.
- Addressed questions, problems or requests for service or equipment.
- Prepared daily work and run schedules.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
Driver
Blue Line Transport
Fort Lauderdale, Florida
06.2016 - 11.2021
- Performed daily pre-trip inspections on vehicles to ensure safe operation on the roadways.
- Inspected truck before and after trips, ensuring all safety regulations were followed.
- Verified load against shipping papers to ensure accuracy of shipment.
- Observed driving regulations and safety procedures, maintaining excellent safe driving record.
- Updated logs with timely and accurate information meet internal requirements and DOT recordkeeping demands.
- Conducted daily DOT pre-trip inspections according to set checklist.
- Managed personal driving time according to Hours of Service regulations.
- Filled out paperwork accurately at each stop along route including bills of lading and trip sheets.
- Added fluids, checked tires and kept interior and exterior spotless as part of vehicle upkeep.
- Transported goods to and from specified destinations in accordance with delivery schedules.
Customer Service Representative/Salesperson
Sprint
Margate, Florida
07.2012 - 02.2016
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Identified opportunities for upselling additional products or services based on customer needs.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
- Strengthened customer retention by offering discount options.
- Answered inbound calls, chats and emails to facilitate customer service.
- Collected deposits or payments and arranged for billing.
- Contacted customers about potential service upgrades, new services and account changes.
Customer Service Representative Technician
Convergys
Tamarac, Florida
06.2007 - 02.2012
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Performed product testing and quality assurance checks.
- Offered custom troubleshooting to assist problem resolution and restore service levels.
- Identified potential sales opportunities during customer interactions.
- Contacted customers about potential service upgrades, new services and account changes.
- Strengthened customer retention by offering discount options.
- Followed up with customers after resolution of issue was complete.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Documented customer installation and upgrade procedures to maintain organizational records.
Education
Associate - Information Technology
Broward College
Fort Lauderdale09-2014
Skills
- Load scheduling
- GPS tracking
- Dispatch operations
- Service documentation
- Call logging
- Customer resolution
- Call management
- Data entry
- Sales support
- Product knowledge
- Quality assurance
- Effective communication
- Problem solving
- Time management abilities
- Time management
- Sales transactions
- Consultative sales
- Call center procedures
Languages
English
Professional
Creole
Professional
Timeline
Customer Service Dispatcher
EZ Go Transport
01.2022 - 02.2025
Driver
Blue Line Transport
06.2016 - 11.2021
Customer Service Representative/Salesperson
Sprint
07.2012 - 02.2016
Customer Service Representative Technician
Convergys
06.2007 - 02.2012
Associate - Information Technology
Broward College
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