Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jonnisha Burroughs

Santa Rosa

Summary

Experienced professional in customer service and dispatching. Known for exceptional attention to detail and stress tolerance, with a track record of resolving complex inquiries and enhancing operational performance. Prepared to leverage expertise to drive impactful service delivery.

Overview

9
9
years of professional experience

Work History

Dispatcher/Customer Service Representative

Mv Transportation Inc.
Petaluma, CA
12.2023 - Current
  • Coordinated daily transportation schedules to optimize resource allocation and service efficiency.
  • Managed real-time communication between drivers and clients to ensure seamless operations.
  • Monitored vehicle locations using GPS tracking systems, enhancing route accuracy and timeliness.
  • Implemented process improvements that reduced response times for service requests.
  • Resolved customer inquiries and complaints effectively, contributing to enhanced client satisfaction levels.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies and non-emergencys.

Transit Bus Operator

Marin Airporter
San Rafael, CA
10.2017 - 12.2023
  • Operated transit buses efficiently to ensure passenger safety and timely arrivals.
  • Managed route schedules to enhance service reliability and customer satisfaction.
  • Conducted pre-trip inspections to maintain vehicle safety and compliance standards.
  • Assisted passengers with boarding, luggage handling, and addressing inquiries promptly.
  • Trained new operators on company policies, safety protocols, and customer service techniques.
  • Provided passenger assistance, collected fares and offered schedule and route information.
  • Provided exceptional customer service, addressing rider concerns with patience and professionalism.
  • Resolved conflicts among passengers calmly and efficiently, maintaining a safe environment for all riders throughout their journey.

Remote Customer Service Rep

Allstate Corp
Berkeley, CA
05.2019 - 02.2022
  • Provided exceptional customer support through phone, email, and chat channels.
  • Resolved complex customer inquiries while ensuring adherence to company policies.
  • Assisted in training new representatives on customer service protocols and systems.
  • Processed cash, credit, and check payments for customer accounts.
  • Implemented process improvements that enhanced response times and customer satisfaction.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business by 10-20%.

Education

High School Diploma -

Galileo HIghschool
San Francisco, CA
06-2003

Skills

  • Customer service
  • Data entry
  • Decision-making
  • Active listening
  • Dispatch software
  • Time management
  • Stress tolerance
  • Attention to detail
  • Route planning
  • Updating logs
  • Work order management
  • Incident reporting

Timeline

Dispatcher/Customer Service Representative

Mv Transportation Inc.
12.2023 - Current

Remote Customer Service Rep

Allstate Corp
05.2019 - 02.2022

Transit Bus Operator

Marin Airporter
10.2017 - 12.2023

High School Diploma -

Galileo HIghschool
Jonnisha Burroughs