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, CA06-2003
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