Annetta Robinson
Belleville,IL
Summary
Gifted individual with extensive experience working for various fast-moving organizations. Looking to apply decision-making skills and team oversight expertise in a new role.
Overview
20
20
years of professional experience
Work History
Transportation Dispatcher
MTM
Saint Louis, MO
06.2021 - 11.2024
- Negotiated rates with third-party carriers for outsourced transportation needs.
- Resolved customer complaints in a professional manner while maintaining high standards of customer service.
- Generated reports for management review related to driver performance, delivery delays.
- Conferred with customers or supervising personnel to address questions, problems or requests for service or equipment.
- Documented services performed, operations information, and dispatch details in system.
- Effectively resolved complaints by working closely with customers.
- Tracked vehicle locations using GPS systems to provide real-time updates to customers and management.
- Addressed questions, problems or requests for service or equipment.
- Assisted in training new dispatchers, sharing best practices and company-specific procedures.
- Analyzed transportation costs and performance data to recommend strategies for cost reduction and efficiency improvement.
- Provided customers contacting call center with exceptional service and support.
- Processed transportation orders and entered data accurately into the dispatch system.
- Provided exceptional customer service, addressing inquiries and resolving complaints in a timely manner.
Disability Claims Specialist
Allsup
Belleville, IL
11.2017 - 10.2021
- Checked documentation for appropriate coding, catching errors and making revisions.
- Reviewed and analyzed disability claims to determine eligibility for benefits.
- Organized information by using spreadsheets, databases or word processing applications.
- Drafted letters of notification for approved or denied claims.
- Researched state and federal laws related to disability benefits eligibility requirements.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Advised claimants on available resources such as vocational rehabilitation services or job training programs.
- Provided excellent customer service by addressing inquiries promptly and professionally.
- Assisted in developing strategies for resolving complex cases involving multiple disabilities, long-term illnesses, or conflicting medical opinions.
- Conducted interviews with claimants, employers, physicians, witnesses, and other third parties to obtain information relevant to a claimant's disability claim.
- Corresponded with insured or agent to obtain information or inform of account status or changes.
- Ensured that all decisions were made in accordance with applicable laws, regulations, and policies.
- Maintained accurate records and files containing detailed information on each claim processed.
- Assisted new policyholders with processing claims.
- Provided assistance and guidance to claimants regarding the completion of paperwork and forms related to their claim.
- Examined claims, records and procedures to grant approval of coverage.
- Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
- Collaborated with legal staff concerning appeals of denied claims.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
- Participated in team meetings to discuss case management issues and provide updates on pending disability claims.
- Provided education to claimants about their rights under various disability programs.
- Collaborated with fellow team members to manage large volume of claims.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recognized by management for providing exceptional customer service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Completed day-to-day duties accurately and efficiently.
Police/Security Dispatcher
Metro/Bi-State Development
Saint Louis, MO
05.2005 - 07.2017
- Ensured compliance with local laws related to fire prevention and public safety regulations.
- Responded immediately to incidents, illegal activities or emergency situations.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Investigated suspicious activities and reported incidents to appropriate authorities.
- Collected pertinent information from callers to disseminate to responding units or agencies.
- Used radio, phone or computer to direct crews and other field units to appropriate sites.
- Assigned security personnel to various posts, ensuring adequate coverage of the premises.
- Communicated regularly with security personnel to ensure safety protocols were followed.
- Coordinated with law enforcement agencies in response to reported crimes and other security-related incidents.
- Provided customer service assistance to guests visiting the property, answering questions about services or facilities available onsite.
- Maintained logs of all events occurring onsite, including any disturbances or criminal activity.
- Trained newly hired security personnel on company policies and procedures.
- Observed extensive closed-circuit televisions, fire alarm systems, panic alarm systems and intrusion alarms.
- Answered telephone calls to take messages, respond to questions and provide information during non-business hours.
- Participated in ongoing professional development opportunities related to public safety topics.
- Investigated calls and complaints involving fire, theft, accident and hazard reports.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Used radio, telephone and computer system to update first responders with new information.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Performed data entry tasks related to incident reports, employee time cards and other administrative duties.
- Monitored and authorized entrance and departure of employees and visitors to guard against theft and maintain security of premises.
- Researched vehicle, wanted and missing persons information.
- Developed standard operating procedures for responding to different types of emergencies.
- Responded promptly to emergency situations, such as medical emergencies or fires, dispatching appropriate personnel in a timely manner.
- Monitored CCTV surveillance systems and responded to alarms.
- Dispatched security guards according to shift schedules and ensured that all posts were adequately staffed at all times.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Education
Associate of Science - Nursing
Forest Park Community College
Saint Louis, MO05-1998
Associate of Science - Psychology
Illinois State University
Normal, IL05-1996
Skills
- Call center environments
- Documentation and paperwork
- Logistical operations
- Conflict resolution techniques
- Effective time management
- Vendor relations management
- Quality assurance
- Staff training and development
- Safety processes and procedures
- Record keeping
- Oral and written communications
- Strong decision-making
- Deadline oriented mindset
- Telephone etiquette
- Team collaboration
Timeline
Transportation Dispatcher
MTM
06.2021 - 11.2024
Disability Claims Specialist
Allsup
11.2017 - 10.2021
Police/Security Dispatcher
Metro/Bi-State Development
05.2005 - 07.2017
Associate of Science - Nursing
Forest Park Community College
Associate of Science - Psychology
Illinois State University