lead am dispatcher resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

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. Reliable Dispatcher with 15 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. Hardworking Lead Dispatcher offering 15+ years of related experience. Independently monitors personnel and resolves issues. Good communication, multitasking and prioritization skills pair with background with fleet dispatch. Talented Dispatcher ready to bring 15 years of experience to new position at any company. Adept at coordinating schedules and field personnel to provide efficient service to customers. Authoritative Lead Technician with 15 years overseeing smooth, efficient operations at Transportation & Pharmaceutical companies. Proficient in managing both digital engineering assets and departmental personnel. Prepared to apply deep technical knowledge and deft personnel management skills to streamline employers' technical operations.

  • Routing orders
  • Closing tickets
  • Prioritizing calls
  • Delivery policies
  • Employee training
  • Dispatching field personnel
Work History
Lead AM Dispatcher, 04/2015 to 12/2019
Albany International CorporationAlbany, NY,
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Kept detailed track of all available field personnel and all in-progress and completed calls.
  • Directed investigations to verify and resolve customer or shipper complaints.
  • Directed all dispatching, routing and tracking of 50 fleet vehicles.
  • Sent out drivers to assist hourly callers based on locations, needs and worker availability.
  • Responded to over 3000 daily caller requests with information about assistance and timeframes.
  • Evaluated and adjusted over 25 routes based on daily needs, available workers, traffic hazards and weather conditions.
  • Documented all changes in computer tracking system.
4 Park , 04/2010 to 08/2018
Medstar HealthRosedale, MD,
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Answered constant flow of customer calls with up to 25 calls in queue per minute.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Suggested new procedure to persuade cancelling customers to stay with company.
  • Entered customer interaction details in Siebel to track requests, document problems and record solutions offered.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Tapped cultural knowledge and relationship-building skills to assist customers with explaining issues.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Achieved sales targets regularly with solid promotional and cross-selling skills.
  • Managed numerous translation requests each day with positive and upbeat communication style to uncover and handle customer needs.
SAP Basis Administrator, 05/2004 to 09/2010
Teva Pharmaceuticals USACity, STATE,
  • Drafted database reorganization strategies to reduce hardware and operational waste.
  • Implemented several SAP products, including NetWeaver and J2EE platform.
  • Integrated third-party software into SAP-based solutions and installations, verifying compatibility and interoperability.
  • Applied necessary support packs to SAP and Oracle products, maintaining up-to-date and secure software installations.
  • Performed quality assurance testing of new installations and recently updated software solutions, checking for functionality and compatibility issues.
  • Aided in problem resolution tasks via in-person and on-call availability, maintaining resolution rate of 100 %.
  • Traveled to client locations to implement SAP solutions, and offered post-installation support services.
  • Architected SAP solutions by prioritizing simplicity, appropriate scale, resiliency and maintainability.
  • Coached and supported third-party clients, creating self-sufficient competencies within customer service personnel.
  • Installed kernel upgrades per technical documentation guidelines, adhering to SAP's best practices.
  • Designed performance testing protocols for several SAP .
  • Tuned performance of SAP products to meet prescribed needs.
  • Operated within several environments such as IBM AIX, Linux Affinity and others.
  • Participated in designing, scaling and implementing databases created to customer specifications.
  • Recommended and built custom indexes within SAP database solutions.
  • Applied widely-accepted SAP best practices to Pharma, implementation, providing rapid onboarding and producing.
  • Designed interconnectivity architectures for SAP products to communicate with cloud-based solutions such as AWS.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Adhered to social distancing protocols and wore mask or face shield at all times.
  • Eliminated downtime and maximized revenue by providing top project quality control.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Worked flexible hours; night, weekend, and holiday shifts.
Office Manager, 05/2000 to 08/2005
Chief Protective ServicesCity, STATE,
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
  • Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Arranged corporate and office conferences for company employees and guests.
  • Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.
  • Sourced vendors for special project needs and negotiated contracts.
  • Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
  • Maintained computer and physical filing systems.
  • Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
  • Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
High School Diploma: , Expected in 06/1998 to Buena Vista High School - Corona, CA,
  • Graduated with 4.5 GPA
  • Dean's List 1998.
  • Awarded Who's Who's Among American Students 1998
  • .
  • Customer Serivce Rep of the Year 2008, HD Smith Supply
Additional Information


Mary Woods

Call Center Operations Director

Judith Callahan

Call Center Operations Managaer

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Resume Overview

School Attended

  • Buena Vista High School

Job Titles Held:

  • Lead AM Dispatcher
  • 4 Park
  • SAP Basis Administrator
  • Office Manager


  • High School Diploma

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