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Skills

  • Customer satisfaction improvement
  • Client communication and relationship management
  • Cost reduction strategies
  • Dispatching field personnel
  • Delivery policies
  • Fleet Management
  • Call center operations
  • Updating logs
  • Relationship development
  • Team management

Work Experiences

  • Created personalized training programs for new dispatch staff.
  • Collaborated with local authorities during emergencies, successfully rerouting drivers to avoid major roadblocks and minimizing delays by 75% during crises.
  • Cut average trip completion times by 63%.
  • Decreased dispatch decision time from 9 to 18 seconds.
  • Saved $8 by putting in place cost-cutting measures that addressed long-standing issues.
  • Created a more efficient dispatch workflow.
  • Achieved a 53% reduction in delayed pickups in 2015.
  • Addressed vehicle shortages by redistributing cars.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Achieved best dispatch service.
  • Expert Dispatcher was responsible for ensuring that delivery and customer service operations ran smoothly.
  • Attained a 2-day accident-free streak.
  • Achieved a 43% reduction in delayed pickups.
  • Achieved a 55% reduction in customer wait times.
  • Advanced knowledge of Workday.
  • Shipping and Distribution practices and compliance requirements are second nature to me.
  • Achieved results in 2 months.
  • Achieved 29% call handling efficiency.
  • Accomplished leader with strong conflict resolution skills.

Accomplishments

  • Proactively resolved customer complaints related to dispatch errors, decreasing complaint volume by 52% over 18 months.
  • Partnered with local authorities to implement safer and more efficient city driving routes for drivers, reducing accidents by 56% in 18 months.
  • Used data analytics to identify inefficiencies in dispatch operations, achieving a cost reduction of 46% while maintaining service quality.
  • Collaborated with local authorities to map new traffic routes, cutting customer wait times by 19% and increasing overall satisfaction.
  • Spearheaded the launch of a new customer feedback system, which resulted in a 38% increase in overall dispatch service rating in 2016.
  • Collaborated with team of 13 in the development of metric.
  • Implemented software improvements that allowed for 11% faster identification of driver locations during high-traffic periods.
  • Negotiated and managed vendor contracts for fleet maintenance, resulting in a 60% reduction in maintenance downtime and costs.
  • Reduced operational costs by 24% through optimized scheduling practices and negotiation with fleet service providers.
  • Revised and improved training materials for dispatchers, resulting in a 66% performance increase among new recruits.

Affiliations

  • Professional Association for Passenger Transportation (PAPT)
  • American Transportation Research Institute (ATRI)
  • Toastmasters
  • Certified Safety and Health Official (CSHO)
  • Society of Human Resource Management
  • Freemason
  • International Council of Nurses
  • Americans for Safe Dispatching (AFSD)
  • International Association of Transportation Regulators (IATR)
  • Multilingual Business Communication Club (MBC)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Certified Passenger Transport Manager (CPTM)
  • Certified Dispatcher (National Emergency Number Association - NENA)
  • Certified Customer Service Specialist (CCSS)
  • Certified Fleet Management Professional (CFMP)
  • Professional Transportation Supervisor Certification (American Public Transportation Association - APTA)
  • First Aid/CPR Certified
  • Certified Transportation Supervisor (CTS)
  • Microsoft Certified Systems Engineer (MCSE)

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