Ikemefuna Israel Onuoha
San Jose
Summary
Well-qualified Locksmith Dispatcher with strong leadership track record and a proven success in improving locksmith business operations and solving problems. With over a decade experience in building lasting relationships with key decision makers, customers and team members to further company goals within the home security and locksmith service industry. Also with an expertise in managing a call center and over 10000+ hours receiving emergency and non-emergency calls and record significant information into work software(Workiz, Openphone, Uleadz, Tryoup), scheduling, email support, customer service, report management, Google map optimization, to over 50+ technicians dispatched across various state metro areas in the USA and United Kingdom in office and Remotely.
Ready to leverage training and experience to take on new professional challenges and partnership.
Overview
16
16
years of professional experience
Work History
Locksmith Dispatch Manager/Training Manager
EasyDispatch.Tech
San Jose
12.2021 - Current
- Answer phones cordially and address all customer questions, creating detailed jobs in system database based on customer's requests or concerns.
- Quickly obtain information based on type of locksmith service, location, and customer information to dispatch necessary information to available technician as quickly as possible.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Closely monitored dispatch board to prioritize daily calls.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Informed customers of setbacks or possible issues with repairs, quickly diagnosing problems to give accurate information.
- Gave accurate quotes prior to starting projects, breaking down amounts into detailed line items.
- Communicated with customer about specific security needs, adapting plans to meet needs and budget constraints.
- Created in-depth training manual for all employees.
- Conducted training courses and prepared videos for long-term use.
- Implemented new learning strategies depending upon employees' skill levels.
- Scheduled and organized delivery routes.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
Locksmith Dispatcher/Customer Service Representative Manager
Dspro.io (Dispatch Solution Pro)
Seattle
02.2018 - 11.2021
- Answer emergency and non-emergency phones cordially and address all customer questions, creating detailed jobs in system database based on customer's requests or concerns.
- Calm worried or frantic callers to efficiently and safely assess their needs based on situation.
- Closely monitored dispatch board to prioritize daily calls.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Planned, organized, trained and managed daily work of fellow colleagues & staff to accomplish efficiently, reliable and consistent work within call center organizational standards.
- Served customers in friendly, efficient manner following outlined steps of service.
- Directed training and retraining of employees to boost performance and enhance business results.
Collections Specialist/Customer Service Support Specialist
EVERGREEN FINANCE LTD
London
01.2016 - 12.2017
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Quantified debtor balances to avoid late payments and bad credit.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Monitored customer accounts for payment delinquency and initiated over 10% increase in collection efforts.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
Locksmith Customer Service and Sales Agent
1 And Only Telephone Support Ltd
Los Angeles
01.2013 - 01.2016
- Demonstrate sense of urgency in a busy call center organization for multiple Marketing websites with an impressive track of success providing great resolutions to customer complaints, ultimately repairing trust and gaining loyalty with customers
- Answer & assist a high call volume, providing assistance to customers with issues & resolving them.
- Open, Create, void, and manage customer accounts/invoices.
- Collect payments via check/ credit card for current & past due accounts.
- Oversee all product exchanges & returns, Issue refunds to customers.
- Maintains payroll information by collecting, calculating, and entering data for multiple departments.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Directed training and retraining of employees to boost performance and enhance business results.
- Answer & assist a high call volume, providing assistance to customers with issues & resolving them.
Sales Manager and Representative
MC Hosanna Pharmacy Ltd
Nigeria
01.2008 - 12.2011
- Studying each of our drugs to ensure expert knowledge thereof.
- Communicating with extant and budding clients to maintain these working relationships.
- Informing clients about the dosage, benefits, side effects, and contraindications attached to each drug.
- Selling items to medical professionals, hospitals, and pharmacies based on their needs.
- Walking clients through the results of our clinical trials to further encourage sales.
- Delivering samples to entities who are serious about purchasing our drugs.
- Creating promotional materials such as banners and informative cards for dissemination by clients.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Resolved customer issues quickly to close deals and boost client satisfaction.
Education
M.D. - Medicine And Surgery
Tbilisi State Medical University
Tbilisi Georgia02.2025
High School Diploma -
Government Senior College
Nigeria01.2009
High School Diploma -
Government Junior College
Nigeria12.2005
Skills
- Detail Oriented
- Scheduling
- Customer Service
- Call Center Software and Hardware Management
- Dispatch Recordkeeping, Dispatch Training and Coordination
- Verbal and Written Communication skills
- Microsoft Office
- Data Entry
- Locksmith Project Management
- Emergency and Non-Emergency Inbound locksmith Calls
- Excellent with QuickBooks, Workiz, Uleadz, PowerDispatch, Tryoup
- English Speaking
- Excellent phone skills
- Garage door, Toll-Truck, Plumbing, HVAC, Trucking job orders
Timeline
Locksmith Dispatch Manager/Training Manager
EasyDispatch.Tech
12.2021 - Current
Locksmith Dispatcher/Customer Service Representative Manager
Dspro.io (Dispatch Solution Pro)
02.2018 - 11.2021
Collections Specialist/Customer Service Support Specialist
EVERGREEN FINANCE LTD
01.2016 - 12.2017
Locksmith Customer Service and Sales Agent
1 And Only Telephone Support Ltd
01.2013 - 01.2016
Sales Manager and Representative
MC Hosanna Pharmacy Ltd
01.2008 - 12.2011
M.D. - Medicine And Surgery
Tbilisi State Medical University
High School Diploma -
Government Senior College
High School Diploma -
Government Junior College
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