Samuel B.
Senior Customer Service and Dispatch Specialist
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Samuel P. is a seasoned Customer Service & Dispatch Specialist with over five years of experience in high-volume call centers, focusing on roadside assistance operations serving US-based customers. He has honed his expertise in coordinating service providers, managing emergency calls, and delivering calm, solution-focused customer support. His technical proficiency includes the use of CRM and dispatch platforms like Zoho, Towing Wizz, and Towbook, achieving consistently high QA scores through clear communication and accurate information. Samuel's professional journey includes roles at SRR – Safer Road Rescue in Dallas and Roadway Rescues in Houston, where he excelled in handling inbound emergency and breakdown calls, efficiently dispatching tow trucks and roadside technicians. Moreover, he adeptly balanced customer service duties with dispatch responsibilities during peak periods, maintaining accurate job records and improving turnaround times. Samuel earned his Bachelor of Science in Computer Science from KCA University in Nairobi, Kenya, enhancing his capabilities in the field.
Experience
Customer Service Agent & Dispatcher
Roadway Rescues · 2023 — 2025Managed inbound emergency and breakdown calls from US customers, coordinating the dispatch of tow trucks and roadside technicians to assist stranded motorists across various US service areas. Performed in a dual role as both agent and dispatcher, efficiently taking calls and organizing field provider schedules, locations, and estimated times of arrival without causing service delays. Kept precise job records with dispatch software like Towing Wizz and Towbook, ensuring all dispatches were tracked from initial contact to job completion. Maintained communication with customers from various US backgrounds, providing updates and reassurance during stressful situations. Collaborated with senior agents and supervisors to resolve escalations and enhance dispatch turnaround times.Customer Service Agent & Dispatcher
SRR – Safer Road Rescue · 2021 — 2023Fielded a significant number of inbound customer calls from US motorists, addressing service issues on the first contact when feasible. Achieved high QA evaluation scores through effective communication, provision of accurate information, and maintaining a professional demeanor. Utilized Zoho to log tickets, update customer records, and ensure follow-ups on unresolved cases. Assisted in dispatch operations while managing customer service duties, balancing both roles during peak times.
Skills & Expertise
Education
- Bachelor of Science in Computer ScienceKCA University · 2019 — 2023