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Skills

  • Customer Relationship Management (CRM)
  • Data-driven decision making
  • Client expectation management
  • Invoice generation
  • RFI Scanners
  • Customer relationship management
  • Adjusting routes
  • Emergency Dispatch Response
  • Insurance billing
  • Collaborative issue resolution

Work Experiences

  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Awarded standard in 2024 for achieving a 34% increase in on-time completion metrics through improved dispatch coordination.
  • Finished category of project, which resulted in standard.
  • Answered 14 phone calls per two years to assist customers.
  • Learned strategic planning and client relations to help with office needs.
  • Assessed technician availability and skillsets.
  • Awarded method in 2022.
  • Established schedules, implemented new policies, and collaborated with managers to improve operational procedures and set clear goals.
  • Assessed technician availability and skillsets to pair them with appropriate service orders, optimizing workforce allocation and increasing quality by 52%.
  • Achieved a 64% reduction in field crew downtime.

Summaries

  • Communicative and team-oriented, with Power BI expertise.
  • Performance reporting in standard settings and vendor management in risk assessment settings.
  • Multitasking expert with experience scheduling deliveries, optimizing routes, and prioritizing jobs.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Expert at coordinating schedules and field personnel to provide prompt customer service.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Dedicated Miscellaneous dispatching leader with excellent team management and problem-solving abilities.
  • Motivating leader who has built and managed program teams in the past.
  • Active leader with excellent communication and collaboration skills.
  • Proficient in promoting procedure by leveraging strategic planning and budget management knowledge.

Accomplishments

  • Monitored technician adherence to safety protocols during service calls, contributing to a 44% reduction in reported incidents.
  • Negotiated with clients on scheduling issues to ensure timely service dispatch, leading to a 36% improvement in client satisfaction.
  • Liaised with customers and technical teams to resolve escalated issues, improving overall resolution time by 50%.
  • Utilized geo-tracking technology to monitor real-time technician locations, enhancing route efficiency and reducing average service wait time by 75% minutes.
  • Created a technician skills matrix to better assign work orders, increasing first-time fix rates by 61%.
  • Assessed technician availability and skillsets to pair them with appropriate service orders, optimizing workforce allocation and increasing quality by 22%.
  • Supported a fleet of 9 field technicians, ensuring accurate and timely dispatch to clients across system.
  • Implemented KPI tracking and reporting that improved overall service performance metrics, including response time, by 37%.
  • Established best practices for work order prioritization, decreasing average dispatch-to-completion times by 12%.
  • Prepared daily and weekly dispatch performance reports to help management make informed staffing and resource decisions.

Affiliations

  • Member, International Society of Logistics (SOLE), 2023-Present
  • Certification in Service Order Management, Meridian, 2015
  • Member, National Association of Professional Process Servers (NAPPS), 2019-Present
  • Attendee, Annual Service Dispatch & Logistics Summit, 2022
  • Affiliated with Emergency Dispatch Providers Alliance, 2017-Present
  • Attendee, Dispatch Technology Forum, 2023
  • Certification in Automated Dispatch Software, metric, 2024
  • Graduate, Field Service and Order Dispatch Specialist Program, metric, 2020
  • Member, American Public Transportation Association (APTA), 2017-Present
  • Certified Technician-Dispatcher Collaboration Expert, system, 2015

Certifications

  • SAP Certified Application Associate
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Workforce Planning Professional (CWPP) - Vantage, 2015
  • Cisco Certified Network Associate (CCNA)
  • Certified Maintenance Scheduler (CMS) - Lakeside Partners, 2022
  • Certified Logistics Practitioner (CLP) - Brightline, 2019
  • Certified Call Center Manager (CCCM) - RCCSP, 2022
  • Certified Public Accountant (CPA)
  • Professional Service Coordinator Certification (PSCC) - Lakeside Partners, 2020
  • Certified International Supply Chain Professional (CISCP) - IPSCMI, 2022

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