Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amy Miles

Charlotte,NC

Summary

Seasoned professional with 11 years in customer service and dispatch roles, seeking a Customer Service/Dispatcher position. Expertise in managing dispatch operations, route optimization, and leading training programs. Proven track record in customer satisfaction, issue resolution, and enhancing team productivity.

Overview

12
12
years of professional experience

Work History

Dispatcher

Nextech
02.2024 - Current
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Directed dispatching, routing, and tracking of Number fleet vehicles.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Team Lead Dispatcher

Joerns Healthcare Inc
05.2018 - 02.2024
  • Lead and delegate job assignments to dispatchers, track progress, and resolve issues to enhance productivity
  • Assess and modify delivery routes considering daily operational requirements, workforce availability, and environmental factors
  • Document customer interactions, services rendered, and maintain systematic records to ensure data integrity and organization
  • Facilitate training initiatives for new and current dispatch team members to reinforce organizational standards and values, while promoting high-quality support and goal attainment
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.

Customer Service Representative

Charter Communications
02.2018 - 09.2018
  • Provided comprehensive customer support, resolving billing inquiries and troubleshooting equipment issues, ensuring accurate account information and service satisfaction
  • Delivered prompt and efficient service, addressing customer requests and complaints with effective solutions and timely follow-up
  • Contributed to team knowledge and performance by actively participating in meetings and training, enhancing overall service quality and product familiarity

Sales Advisor Coach

CONVERGYS
03.2016 - 02.2018
  • Assessed advisor performance through call monitoring and metrics analysis, identifying opportunities for coaching to enhance adherence to metric standards
  • Facilitated both group and individual training sessions aimed at advancing advisor skill sets and addressing developmental needs
  • Guided new advisors through their transition from classroom learning to active phone engagements, ensuring a smooth integration into the sales environment

Call Center Sales Advisor

CONVERGYS
08.2015 - 03.2016
  • Provided comprehensive customer support for OnStar service activation, ensuring a seamless and efficient experience for users
  • Served as a key contact for General Motors clientele, effectively communicating with sales staff and executives while managing data within the call tracking system

Call Center Sales Advisor

Xcentri
03.2015 - 08.2015
  • Provided comprehensive assistance to customers for the activation of essential vehicle services, ensuring a seamless integration of technology and user experience
  • Served as a key point of contact, effectively communicating and coordinating between customers, sales teams, and company executives to maintain service excellence and support

Customer Service Representative

CENTRALIZED SHOWING SERVICE
12.2012 - 03.2015
  • Efficiently coordinated property viewings by scheduling appointments, ensuring seamless experiences for real estate agents and clients
  • Managed a high volume of incoming calls with prompt and professional responses, upholding excellent customer service standards

Education

Diploma -

YORK COMPREHENSIVE HIGH SCHOOL
York, SC

Certification - Radiology

CENTAL PIEDMONT COMMUNITY COLLEGE
Charlotte, NC
01.2006

Skills

  • Data Entry
  • 10 Key
  • Software Troubleshooting
  • Multi-Line Phone Systems
  • Microsoft Word
  • Excel
  • PowerPoint
  • Dispatch Operations
  • Training New Hires
  • Remote
  • Logistics Coordinator

Timeline

Dispatcher

Nextech
02.2024 - Current

Team Lead Dispatcher

Joerns Healthcare Inc
05.2018 - 02.2024

Customer Service Representative

Charter Communications
02.2018 - 09.2018

Sales Advisor Coach

CONVERGYS
03.2016 - 02.2018

Call Center Sales Advisor

CONVERGYS
08.2015 - 03.2016

Call Center Sales Advisor

Xcentri
03.2015 - 08.2015

Customer Service Representative

CENTRALIZED SHOWING SERVICE
12.2012 - 03.2015

Diploma -

YORK COMPREHENSIVE HIGH SCHOOL

Certification - Radiology

CENTAL PIEDMONT COMMUNITY COLLEGE
Amy Miles