Amy Gonzales
Bakersfield,California
Summary
Dynamic leader with proven expertise in dispatch and call center operations, notably with Ten West Towing. Excelled in towing and transportation coordination and fostering positive communication, enhancing team performance and efficiency. Streamlined processes and improved data quality, demonstrating a results-driven approach with a blend of strategic scheduling and employee training.
Overview
11
11
years of professional experience
Work History
Dispatch Supervisor
Ten West Towing
03.2021 - Current
- Supervised team of 3 employees and provided training focused on maximizing overall performance.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
- Organized regular staff meetings for information sharing purposes, addressing any issues or concerns raised by team members promptly and professionally.
- Directed dispatching, routing, and tracking of multiple fleet vehicles.
- Coordinated emergency responses, liaising with first responders and other agencies as required to ensure public safety.
- Evaluated and adjusted over 7 routes based on daily needs, available workers, traffic hazards, and weather conditions.
Operator
ITelefleet, LLC
03.2013 - 03.2021
- Maintained an high level of accuracy in data entry tasks, resulting in improved overall data quality.
- Reacted calmly during times of highly stressed or emergency situations.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Provided knowledge and resources to prepare each team member for success and top performance.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Assisted in training, motivating and coaching team members to meet required center goals.
- Managed scheduling and shift rotations, ensuring adequate staffing levels to maintain optimal call center performance.
Education
Skills
- Transportation Coordination
- Tracking of man hours
- Employee Training
- Attendance documentation
- Positive communication skills
- Dispatch Coordination
- Data Entry
- Dispatching procedures
- Prioritizing calls
- Verifying coverage
Timeline
Dispatch Supervisor
Ten West Towing
03.2021 - Current
Operator
ITelefleet, LLC
03.2013 - 03.2021
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