Hardworking Dispatch/ Administrative Assistant with 15 years of experience working with multiple Administrative and dispatch duties and requirements. Trained in project and time management with extensive knowledge of multiple phone lines, calls and computer screens. Working different programs to fulfill the job requirements and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Skills
Warehouse experience
Supervising experience
Employee Evaluation
Complaint resolution
Inbound and Outbound Calling
Professional telephone demeanor
Creative problem solving
Administrative support
Service standard compliance
Multi-line phone talent
Good listening skills
Route dispatch
Multi-Line Phone Systems
Appointment Scheduling
Confidentiality Understanding
Assessment scheduling
Organization
Microsoft Office
Office administration
Database maintenance
Report writing
Inter-office communications
Prioritizing calls
Routing orders
Maintaining call metrics
Service coordination
Dispatching field personnel
Updating logs
Delivery policies
Closing tickets
Progress checks
Transportation coordination
Positive communication skills
Tracking of man hours
Customer Relations
Dispatching procedures
Employee training
Schedule Management
Work History
Customer service Rep. Tier 5 Lead, 02/2016 to 08/2018 Veterans Administration – Mechanicsburg, PA,
Oversee customers requests and complaints.
Run crews of inbound customer service Representatives.
Provided primary customer support to internal and external customers in fast-paced environment.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Cultivated customer loyalty, promoted repeat customers and improved sales.
Answered constant flow of customer calls with up to 1200 calls in queue per minute.
Educated customers on promotions to enhance sales.
Suggested new procedure to persuade cancelling customers to stay with company, resulting in 17% decrease in cancellations.
Collected customer feedback and made process changes to exceed customer satisfaction goals
Demonstrated self-reliance by meeting and exceeding workflow needs
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
Recognized by management for providing exceptional customer service
Secretary, 06/2012 to 04/2016 Dayton Freight – Columbia, MO,
Completed & mailed bills contracts, policies, invoices and checks.
Recorded and proofread data, records, and reports.
Performed heavy bank reconciliations and cash flow statements.
Complied federal, state and company policies, procedures and regulations.
Matched purchase orders and invoices and recorded the necessary information.
Effectively communicated the customers and employees.
Scheduled all appointments and estimates for customers.
Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
Reviewed and balanced daily bank deposits and deposit report.
Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
Recorded expenses and maintained accounting records in Quickbooks.
Maintained fully functional office equipment and well-organized supplies to enhance team productivity.
Dispatch Supervisor, 02/2011 to 02/2012 Amita Health – Old Hickory, TN,
Supervised the drivers and dispatchers.
Multi- Tasking.
Handle Complains.
Hired and trained new staff.
Answer multi-phone system and enter into computer system.
Dispatch calls out to drivers in a timely manner.
Make sure drivers and customers are safe (cares are running good, lights etc.).
Lock up building at night and open in the mornings.
Count driver's envelopes and make sure money and tickets are right.
Modernized communications systems to improve productivity, reliability and efficiency.
Kept detailed track of all available field personnel and all in-progress and completed calls.
Maintained updated and detailed records of calls in physical and electronic database.
Managed 2 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
Optimized routes through careful planning
Directed all dispatching, routing and tracking
Closely monitored dispatch board to triage and prioritize over 3400daily calls.
Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
Went 327 days without driver accident by staying up to date and alerting drivers of traffic and weather hazards in real time.
Documented all changes in computer tracking system.
Administrative Assistant, 01/2006 to 01/2012 Mechanical Incorporated – City, STATE,
Company has contracted for major companies in the surrounding areas: Pink Palace, University of South Florida Sarasota-Manatee and Bradenton Yacht Club.
Processed plumbing contracts for clients.
Handled a high volume of calls on multi-line phone system.
Evaluated employees at the job site.
Responsible for scheduling all contracted jobs for the company.
Managed daily operations of the office.
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
Coordinated travel arrangements, including booking airfare, hotel and ground transportation.
Arranged rapid office equipment repair and maintenance with vendors.
Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
Executed record filing system to improve document organization and management.
Maintained complex digital filing system for financial information.
Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
Monitored premises, screened visitors, updated logs and issued passes to maintain security.
Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments.
Drafted professional memos, letters and marketing copy to support business objectives and growth.
Coached new employees on administrative procedures, company policies and performance standards.
Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Sorted and distributed office mail and recorded incoming shipments for corporate records.
Education
Associate of Science: Business Administration, Expected in 04/2018 MTI College of Business And Technology - Bradenton, FL GPA:
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