Trina Fornville
Greenville,NC
Summary
Adept at data entry and renowned for exceptional customer service, I significantly enhanced client retention at Courtesy Transportation. Leveraging software knowledge and industry awareness, I streamlined dispatch operations, reducing costs by optimizing routes. My proactive approach and ability to resolve customer issues swiftly underscore my commitment to operational excellence and client satisfaction.
Overview
26
26
years of professional experience
Work History
Dispatch Supervisor
Courtesy Transportation
Greensville, NC
10.2018 - Current
- Prepared daily work and run schedules.
- Worked with routing specialists, route managers and service department to optimize routes.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Maintained accurate records of dispatched vehicles, drivers, routes.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Collaborated with management to determine staffing needs for optimal coverage levels.
- Investigated customer inquiries regarding delivery status or delays.
- Advised personnel about accidents, weather conditions or other hazards.
- Investigated and resolved customer and vendor issues to retain business.
- Planned out driver routes ahead of time, which cut down on mileage and reduced costs.
- Ensured that daily dispatch operations ran smoothly and efficiently.
- Participated in regular meetings with other supervisors or managers to discuss current challenges or opportunities within the department .
- Reviewed and submitted invoices for each route to ensure accurate payments.
Collection Representative
Online Collection Agency
Greenville, NC
01.2021 - 01.2023
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Conducted outbound calls using automated dialing systems as well as manual dials when necessary.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Processed payments over phone and set up recurring drafts.
- Maintained accurate records of all collection activities in computer system.
- Assisted customers in understanding the terms of repayment plans and helped them stay current on their accounts.
- Reviewed accounts to determine payment plan compliance.
- Contacted customers with delinquent accounts to solicit payment.
Research Remediation Representative
Wells Fargo Auto Group
Greenville, North Carolina
09.2016 - 10.2018
- Evaluated customer complaints to determine root cause of issue and recommend corrective action plan.
- Participated in meetings discussing best practices for efficient completion of research tasks.
- Resolved escalated customer disputes in a timely manner while maintaining positive relationships with customers.
- Identified trends in customer service inquiries that could be addressed through process improvement initiatives.
- Used dynamic research and interpersonal skills to swiftly resolve customer issues.
- Collaborated with team members on projects designed to improve efficiency of research remediation processes.
- Demonstrated strong organizational skills when managing multiple projects simultaneously.
- Responded to inquiries and complaints from internal and external customers, including merchants, clients, and bankers, while providing daily operational support to the organizations and insurance support team.
- Reconciled general ledger accounts to ensure accurate balances and reviewed data to report trends to management.
Customer Service/Account Services Representative
Suddenlink Communications
Greenville, NC
04.2003 - 09.2016
- Resolved account issues with strengths in research, problem-solving and solution development.
- Reviewed accounts regularly to assess adequacy of current coverage and identify sales opportunities.
- Assisted with the development of training materials related to account servicing functions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Provided excellent customer service to clients by responding to inquiries and resolving complaints in a timely manner.
- Created detailed reports of account activities for management review.
- Resolved complex customer inquiries in a timely manner.
- Recommended improvements in products, services, and billing methods to management to prevent future problems.
- Troubleshot cable and internet issues, ensuring minimal downtime for customers.
- Retained existing customers by providing exceptional service to prevent service disconnections.
Customer Service Representative
Convergys Corporation
Greenville, NC
01.1999 - 01.2001
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Excelled in exceeding daily credit card application goals.
- Collected deposits or payments and arranged for billing.
- Provided exceptional customer service to ensure customer satisfaction.
Education
Early Childhood Care And Education
Pitt Community College
Winterville, NC05-2007
Nursing Assistant
Bracy's Nursing School
Killeen, TX01-1991
High School Diploma -
J.H. Rose High School
Greenville, NC05-1989
Skills
- Data entry proficiency
- Client retention strategies
- Customer service focus
- Cross-selling techniques
- Software knowledge
- Industry awareness
Timeline
Collection Representative
Online Collection Agency
01.2021 - 01.2023
Dispatch Supervisor
Courtesy Transportation
10.2018 - Current
Research Remediation Representative
Wells Fargo Auto Group
09.2016 - 10.2018
Customer Service/Account Services Representative
Suddenlink Communications
04.2003 - 09.2016
Customer Service Representative
Convergys Corporation
01.1999 - 01.2001
Early Childhood Care And Education
Pitt Community College
Nursing Assistant
Bracy's Nursing School
High School Diploma -
J.H. Rose High School
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