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Skills

  • Processing orders
  • Administrative support
  • Business operations
  • Improving operations
  • Telecommunication system proficiency
  • RFI Scanners
  • Project organization
  • Organization
  • Schedule coordination
  • Cross-functional team collaboration

Work Experiences

  • Built and fostered relationships with framework vendors to negotiate faster service times during high-demand periods.
  • Accurately sent Emergency Road Service Dispatcher or Emergency Road Service Dispatcher for assistance after quickly determining the locations and needs of 7 hourly callers.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Provided real-time alerts to Emergency Road Service Dispatcher about road and weather hazards in order to complete 7 days without a driver accident.
  • Assisted customers in distress.
  • Workday was delivered to customer locations by me.
  • Adhered to expected service-level agreements.
  • Assisted in the successful implementation of metric dispatch software, shortening technician arrival times by 49% and providing a clearer interface for dispatchers.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Analyzed monthly service call data.

Summaries

  • Achieved a 58% reduction in follow-up times.
  • Active leader with excellent communication and collaboration skills.
  • Ability to recognize category issues and integrate standard solutions to achieve category.
  • Achieved a 58% customer satisfaction rate.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Results-oriented Transportation professional with workflow optimization, performance reporting, and workflow optimization strengths.
  • Adept at implementing process improvements.
  • Multitasking expert with experience scheduling deliveries, optimizing routes, and prioritizing jobs.
  • SAP and Jira experts with exceptional interpersonal skills.
  • 16 years of experience are available.

Accomplishments

  • Led cross-functional teams in implementing a new dispatch communications system, improving response efficiency by 39%.
  • Optimized scheduling processes to proactively address resource shortages, decreasing customer wait times by 45%.
  • Achieved a 19% reduction in post-service follow-up time through effective collaboration with auto repair shops and insurance providers.
  • Successfully dispatched an average of 10 service requests per hour with a 49% error-free rate by leveraging optimized routing software.
  • Leveraged GPS technology and live-data dashboards to improve route efficiency, achieving a 16% reduction in fuel costs.
  • Served as a liaison between repair crews, insurance companies, and customers to streamline the problem-resolution process, decreasing customer complaints by 78%.
  • Reduced service request backlog by 39% through cross-departmental coordination and process improvements.
  • Coordinated with 5 drivers on-call per shift to maximize service delivery and customer satisfaction, leading to 57% fewer complaints.
  • Deployed a service request tracking system that cut down on missed or late dispatches by 45%.
  • Trained team members to respond rapidly and effectively to escalated calls, leading to a 41% reduction in overtime hours.

Affiliations

  • Professional standing with the National Association for Roadside Assistance Dispatch (NARAD), encompassing continued education on breakdown response methods.
  • Certified Fleet Management Professional (CFMP) through the Institute of Fleet Management, with a specialization in roadside assistance vehicle coordination.
  • Member of the American Public Safety Communication Officials (APCO) metric, dedicated to improving emergency communication protocols and nationwide safety measures.
  • Member of the Global Association for Emergency Service Providers (GAESP), where key discussions center around global trends in emergency response logistics.
  • Active member of the North American Fleet Communications Professionals Group, focusing on the broader adoption of fleet management software in roadside services.
  • Affiliated with the National Alarm and Code Reporting Association (NACRA), enhancing skill sets in emergency dispatch code recognition and alert prioritizations.
  • Earned Scrum Master from the National Roadside Service Providers Organization 2020, showcasing advanced training in roadside emergency management.
  • Certified Automotive Dispatcher through the Institute for Automotive Service Education, confirming proficiency in industry-wide service operations and standards.
  • Participated in advanced Emergency Management Training by the American Association of Emergency Dispatchers (AAED) 2022, focusing on crisis communication and dispatcher skills.
  • Engaged with the International Federation of Public Safety Dispatchers (IFPSD) since 2021, focusing on innovations in dispatch workflow process improvements.

Certifications

  • Association for Project Management (APM)
  • Microsoft Certified Systems Engineer (MCSE)
  • SAP Certified Application Associate
  • Cisco Certified Network Associate (CCNA)
  • Advanced Incident Management Certification (ICS-300) - FEMA
  • Certified Customer Service Specialist (CSS) - framework
  • Certified Project Manager for Emergency Response Systems - metric
  • Certified Business Analysis Professional (CBAP)
  • Certified Roadside Dispatch Professional (CADP) - system
  • Road Traffic Safety Management Certification - standard

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