janine L.
Mid-Level Customer Service & Dispatch Quality Analyst
Open to offersNew to PlatformAbout
Janine L. is an accomplished Quality Assurance Analyst with over five years of experience in customer service and dispatch within the roadside assistance and support services industry. At UnifyCX, Janine has evaluated and audited associate calls to ensure compliance with dispatch and customer service protocols, monitored call quality for intake, follow-up, and dispatch processes, and collaborated with operations to enhance customer experiences. Previously, as a Subject Matter Expert, Janine managed supervisor and escalation calls, assisted agents with complex dispatch concerns, and provided guidance on operational procedures. Earlier roles include Roadside Assistance Agent/Dispatcher, where Janine coordinated directly with service providers, managed dispatch coordination, monitored ETA, and ensured accurate CRM and documentation. Janine holds an Associate degree in computer technology.
Experience
Quality Assurance Analyst
UnifyCX · 2023 — 2026Conducted evaluations and audits of associate calls to verify compliance with dispatch and customer service protocols. Oversaw call quality linked to intake, follow-up, and dispatch processes. Addressed performance gaps by delivering actionable feedback to agents. Documented audio and process issues while escalating concerns to team managers when necessary. Worked collaboratively with operations to enhance both customer experience and agent performance.Subject Matter Expert (SME)
UnifyCX · 2022 — 2023Managed supervisor and escalation calls from customers while aiding agents with intricate dispatch issues. Provided guidance to team members on appropriate processes and procedures. Facilitated real-time problem resolution during live calls and acted as a key contact for operational inquiries.Roadside Assistance Agent / Dispatcher
UnifyCX · 2021 — 2022Developed and executed roadside assistance requests including towing, jumpstarts, tire changes, locksmith services, and fuel delivery. Worked directly with service providers to efficiently dispatch jobs and ensured accurate monitoring and updates on ETAs for all requests. Engaged in follow-ups with customers and service providers while assuring timely job completion and proper documentation. Handled high-stress situations with professionalism and empathy.Customer Service Representative
Alorica · 2018 — 2020Supported customers with their orders, inquiries, and issue resolutions. Followed up on order status, processed refunds, and organized replacements as needed.
Skills & Expertise
Education
- Associate in computer TechnologyInstitute of Creative Computer Technology · 2016 — 2018