Core Competencies: Emergency Call Handling | GPS & Mapping | Tow & Mechanic Software | Dispatch Coordination | Customer De-escalation | CRM & Case Logging | Cross-Functional Liaison Manage high-stress inbound and outbound calls, emails and chats for vehicle breakdowns, accidents, flat tires, dead batteries and lockouts. Assess emergency situations by gathering accurate GPS location, vehicle condition and policy details to determine appropriate roadside assistance. Dispatch and coordinate tow trucks, mobile mechanics, repair networks and internal logistics while tracking estimated times of arrival (ETAs). Provide calm communication, de-escalate distressed customers and deliver service updates until assistance arrives. Maintain CRM records, case logs and customer databases with accurate service details and follow-up information. Process claims and reimbursements, manage complaint escalations and liaise with relevant teams and service providers.

Organized, stored, maintained and printed company documents as required. Answered and redirected phone calls, managed inquiries and coordinated travel arrangements. Handled queries from managers and employees regarding administrative matters. Updated office policies and supported compliance with established requirements. Assisted with employee training, enrolment, training funding applications and training documentation. Maintained customer and external partner information, records and supporting documents. Performed additional administrative duties assigned by Management.