Dispatcher Resume Example Forward Air Corp. - Wilkes Barre, Pennsylvania

DISPATCHER

Professional Summary

Reliable Dispatcher with 2 years of experience. Highly effective at maintaining tight schedules and keeping callers satisfied and drivers safe. Enthusiastic about driving improvements to business operations. Adept at coordinating schedules and field personnel to provide efficient service to callers. Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.

Work History

Forward Air Corp. - DispatcherDunmore , PA07/2018 - Current

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.
Responded to over 50 daily caller requests with information about assistance and timeframes.
Directed all dispatching, routing and tracking of 9 fleet vehicles.
Documented all changes in computer tracking system.
Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
Directed investigations to verify and resolve customer or shipper complaints.
Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
Communicated all emergencies, delays due to weather and carrier schedule changes to customers and supervisors.
Established long-term customer relationships through prompt and courteous service.
Conducted monthly inventories of raw materials and components on work floor.
Picked products for specific routes according to pick sheets.
Reported carrier-performance metrics and monthly costs reports to executive team.

HBC - Customer Service RepresentativeWilkes Barre , PA03/2018 - 07/2019

Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Answered customer telephone calls promptly to avoid on-hold wait times.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
Provided primary customer support to internal and external customers in fast-paced environment.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Compiled customer feedback and recommended service delivery improvements to management.
Answered constant flow of customer calls with up to 3 calls in queue per minute.
Cultivated customer loyalty, promoted repeat customers and improved sales.
Responded to customer requests for products, services and company information.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Communicated with vendors regarding back order availability, future inventory and special orders.
Offered advice and assistance to customers, paying attention to special needs or wants.
Educated customers on promotions to enhance sales.

Walmart - Customer Service ManagerWilkes Barre , PA09/2013 - 12/2018

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Exceeded team goals and collaborated with staff members
to implement customer service initiatives.
Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
Improved customer service initiatives by streamlining sales and order management processes.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Compiled customer feedback and recommended service delivery improvements to management.
Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
Followed through with client requests to resolve problems.
Spearheaded customer satisfaction survey and analyzed results to make action plans.
Completed special projects by using effective decision making, critical thinking and time management skills.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Managed total department call volume of 75 per day and coordinated department schedules to maximize coverage during peak hours.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Collected customer feedback and made process changes to exceed customer satisfaction goals.

Old Navy - Sales AssociateElizabeth, NJ08/2012 - 07/2013

Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
Tracked stock using company inventory management software.
Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
Maintained organized, presentable merchandise to drive continuous sales.
Applied security and loss prevention training toward recognizing risks and reducing store theft.
Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
Educated customers on promotions to enhance sales.
Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.
Engaged with customers to effectively build rapport and lasting relationships.
Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
Prepared merchandise for sales floor by pricing or tagging.
Processed product returns and assisted customers with other selections.
Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
Achieved perfect attendance record for 6 months consecutively.

Skills

Dispatching field personnel
Maintaining call metrics
Verifying coverage
Delivery policies
Service coordination
Routing orders
Updating logs

Prioritizing calls
Employee training
Customer relations
Data entry
OSHA requirements knowledge
Proficient in MS Office

Education

02/2012Youth BuildElizabeth, NJGED

Resume Overview

Companies Worked For:

Forward Air Corp.
HBC
Walmart
Old Navy

School Attended

Youth Build

Job Titles Held:

Dispatcher
Customer Service Representative
Customer Service Manager
Sales Associate

Degrees

Dispatcher Resume Example

Resume Score: 80%

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