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Non-Emergency Transportation Dispatcher Resume Example

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NON-EMERGENCY TRANSPORTATION DISPATCHER
Summary
Targeting Customer Service and Call Center Opportunities Customer Service professional eager to leverage fifteen years of experience and management. To find meaningful employment with a progressive organization, where my strong leadership abilities can be fully utilized, while offering the opportunity for career advancement based on my performance and commitment to excellence.
Highlights
  • High customer service standards
  • Service solutions expert
  • Call center management experience
  • Dedicated to process improvement
  • Conflict resolution proficiency
  • Training manual contributor
Accomplishments

Managed call flow with up to 100 calls in queue per minute. 

Exceeded corporate target for customer satisfaction for 3 months in a row. 

Promoted to Call Center Supervisor in 1 year. 

Experience
Non-Emergency Transportation Dispatcher
January 2012 to Current Southeastrans Inc － College Park, GA
  • Responsible for scheduling/arranging/dispatcher transportation for qualified Medicaid members, schedule hospital discharge transportation to members home base, resolve issues and notate resolution, negotiate rates for out of area transportation providers through regions office approval, track members pick and drop off to ensure timely transportation.
  • Results:.
  • Recognized for high-quality work, organizational strengths and exceptional customer service delivery.
  • Excelled within deadline-intensive environment, ensuring the accurate and on-time completion of all trips.
Dispatcher
January 2010 to January 2011 R2R Communications － Lithonia, GA
  • Call customers to confirm scheduling of work, answer phones and receive request for service installation.
  • Contact field personnel via two-way radio or phone to communicate the need for service or installation work.
  • Track progress and check work status of field technicians to ensure timely servicing of customer orders.
  • Schedule, route, and assign work to installers or other technicians.
  • Results:.
  • Demonstrated the ability to learn new organizational processes, workflows, policies and procedures with minimal ramp-up time.
  • Successfully gained multi-tasking skills in order to toggle between the required data systems.
Call Center Supervisor
January 2004 to January 2010 Aerotek Bank of America － VA
  • Managed the day to day activities of assigned associates.
  • Created development plans for associates, performed necessary account maintenance to fulfill customer requests.
  • Processed payments, filed disputes and collect on pastdue accounts.
  • Results:.
  • Resolve all customer escalations.
  • Monitor and manage ACD phone system reports.
Call Center Sales Supervisor
January 1997 to January 2004 MCI Telecommunications － Newport News, VA
  • Trained employees in sales and service skills.
  • Set individual goals while helping representatives to attain them.
  • Planned and organized the workflow.
  • Developed corrective action plans when performance levels were low.
  • Recruit, motiviate, and coach to develop a high quality team.
  • Results:.
  • Assigned to third shift (sole responsibility for department) after six months of employment.
  • Promoted to a higher position within the Call Center after 1 year of employment.
  • Gained outstanding evaluations for future job placement within the center.
Education
Business Administrative Degree : Present University of Phoenix
High School Diploma : 1997 Denbigh High School － Newport News, VA
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Resume Overview

Companies Worked For:

  • Southeastrans Inc
  • R2R Communications
  • Aerotek Bank of America
  • MCI Telecommunications

School Attended

  • University of Phoenix
  • Denbigh High School

Job Titles Held:

  • Non-Emergency Transportation Dispatcher
  • Dispatcher
  • Call Center Supervisor
  • Call Center Sales Supervisor

Degrees

  • Business Administrative Degree : Present
    High School Diploma : 1997

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