C H E L S E A L.

H O W E R T O N
chelseahowerton@gmail.com | 817.239.2090 | 9659 Forest Lane, Dallas, Texas, 75243

Proficient Customer Service Agent and Dispatcher with superior work ethic and expertise in working from scripted as well as
non-scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-orientated nature and a
constant desire to learn and develop new skills.

WORK HISTORY

Shield HealthCare Inc., Carrollton, Texas

SKILLS
Customer Service Agent | 09/2016 – Current
 Outstanding communication
 Answered upwards of 75 calls per day to meet fast-paced call skills
center demands.  Empathetic and genuine
 Sought out training opportunities to enhance customer  Training development aptitude
relationship management abilities and further boost satisfaction  Medical terminology knowledge
scores.  Plumbing terminology
 Taught customers how to use company systems, complete forms knowledge
and obtain desired services.  HVAC terminology knowledge
 Recommended products to customers and suggested other  MS Office proficiency
options if preferred product was unavailable.  MS Excel proficiency
 Achieved or surpassed Quality and Assurance benchmarks  Complaint resolution
consistently.  Multi-line phone talent
 Computer proficient
Service Champions Heating & Air. Pleasanton, California 

Customer Service Agent/Dispatcher | 08/2013-4/2016

 Evaluated and adjusted over 25 routes based on daily needs,

available workers, traffic hazards and weather conditions.
 Responded to over 50 daily caller requests with information
about assistance and timeframes.
 Closely monitored dispatch board to triage and prioritize over
75-100 daily calls.
 Trained new employees in various procedures and gave
feedback on daily work performance.
 Implemented new policies and procedures, helping to create a
new department within our call center.
 Documented all changes in computer tracking system

Roto Rooter Inc., Sanact Inc.,. Livermore, California

Customer Service Agent/Dispatcher | 10/2010-8/2013

 Kept detailed track of all available field personnel and in-

progress and completed calls.
 Directed all dispatching routing and tracking of 15 fleet vehicles.
 Maintained updated and detailed records of calls in physical and
electronic database.
 Responded to over 20 daily caller requests with information
about assistance and timeframes.
 Sent out 15 drivers to assist 10-20 hourly callers based on
locations, needs, and worker availability.