Summary
Overview
Work History
Education
Skills
Timeline
Generic

Barbara Ellison

Hudson,IL

Summary

Dynamic and adaptable professional with extensive experience at Connect Transit, as well as 20 years in the public transportation industry, excelling in customer relationship building and conflict resolution.

Proven ability to manage high-stress situations while delivering exceptional service.

Strong communicator and fast learner, committed to enhancing team performance and ensuring customer satisfaction in fast-paced environments.

Utilizes leadership and team coordination to drive successful outcomes.

Track record of implementing process improvements and maintaining high service standards.

Service delivery professional with strong focus on team collaboration and achieving results.

Skilled in managing operational workflows, optimizing customer satisfaction, and implementing process improvements resulting in operational efficiency

Known for reliability, adaptability, and effective communication. Prepared to bring impactful leadership and coordination to drive success.

Overview

24
24
years of professional experience

Work History

Dispatcher

Connect Transit
11.2024 - Current
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate safe and timely service to the community
  • Dispatch and tracking of all four services during the work day.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Performed the additional duties according to the shift scheduled. Including mileage tracking when routes are required to detour and entering and adjusting driver's payroll.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Tracked service to identify possible delays and provide real-time updates to customers.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
  • Directed dispatching, routing, and tracking of 50+ fleet vehicles in service concurrently.

Customer Service Representative

Connect Transit
05.2022 - 11.2024
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments.
  • Fielded customer questions regarding available services, current prices and upcoming company changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.

Express Claims Associate

State Farm
07.2018 - 07.2022
  • Interviewed policyholders to verify information and obtain additional details.
  • Examined reports, accounts and evidence to determine integrity and accuracy of information.
  • Proposed settlements for uncomplicated issues to resolve claims.
  • Followed up with customers on unresolved issues.
  • Modeled exceptional customer service skills and assistance to team members.
  • Oversaw claim recoveries, subrogation and salvage.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Generated, posted and attached information to claim files.
  • Processed and recorded new claims.
  • Prepared insurance claim forms or related documents and reviewed for completeness.
  • Investigated accidents or incidents to determine cause and extent of damages
  • Analyzed and addressed escalated claims to resolve issues quickly
  • Researched and analyzed complex claims to determine next steps and possible outcomes
  • Monitored and managed claim expenses to control costs and maximize profitability
  • Maintained accurate and up-to-date records of claim information for future reference
  • Determined appropriateness of payers to protect organization and minimize risk
  • Maintained confidentiality of patient finances, records, and health statuses

Bus Operator/Bus Operator Trainer

Regional Transportation District
05.2005 - 07.2018
  • Providing safe and courteous transportation to the public in and around the Denver metro area while adhering to schedule for 13 years.
  • Providing safe and courteous transportation for special events and special services.
  • Expertly trained new operators according to RTD curriculum for 5 years.
  • Interned for and performed duties of Non Revenue instructor.
  • Engaged with customers in a sincere and friendly manner.
  • Built relationships with customers to increase likelihood of repeat business.
  • Maintained full understanding of local roads and traffic patterns.
  • Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
  • Answered questions from passengers with respect and accuracy, providing information about fares, schedule details and baggage stowing.
  • Contacted dispatchers and company mechanics to report vehicle issues and other problems.
  • Helped passengers stow and retrieve luggage, bags, wheelchairs and other items.

Owner and Operator

J & B Knives
10.2001 - 09.2005
  • Sole proprietor of retail business.
  • Conducted internet sales through e-bay.
  • Managed seller's booth at Mile High Flea Market.
  • Bought and sold Knives and collectibles.
  • Recorded inventory.
  • Maintained several vendor accounts.
  • Bookkeeping, filing quarterly sales tax, accounting and annual taxes were all self sustained.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs
  • Evaluated suppliers to maintain cost controls and improve operations
  • Consulted with customers to assess needs and propose optimal solutions
  • Managed day-to-day business operations
  • Monitored market conditions to set accurate product pricing and take advantage of emerging trends
  • Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues
  • Established foundational processes for business operations
  • Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers
  • Managed day-to-day business operations.

Dispatcher

Colorado State Patrol (Public Safety Department)
09.2003 - 09.2004
  • Dispatched state troopers to calls covering North eastern & Central Colorado areas.
  • Ran clearance checks through CCIC on parties and vehicles as requested by troopers.
  • Monitored status and location of troopers in assigned area.
  • Communicated with other outside agencies requesting and providing assistance.
  • Received both emergent and non emergent calls from the public and routed them to proper responders.
  • Entered and recorded all activity into CAD (computer aided dispatch) system.
  • Developed work schedules for dispatchers who were assigned to work second and third shift.

Education

Bachelor of Arts - Behavioral Science: in Progress With 12 Credit Hrs Remaining

Metropolitan State University of Denver
Denver, CO

Skills

  • Fast learner
  • Customer relationship building
  • Strong initiative
  • Strong written and verbal communication skills
  • Good multitasker
  • Strong team player
  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Customer Retention Strategies
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Upbeat and Positive Personality

Timeline

Dispatcher

Connect Transit
11.2024 - Current

Customer Service Representative

Connect Transit
05.2022 - 11.2024

Express Claims Associate

State Farm
07.2018 - 07.2022

Bus Operator/Bus Operator Trainer

Regional Transportation District
05.2005 - 07.2018

Dispatcher

Colorado State Patrol (Public Safety Department)
09.2003 - 09.2004

Owner and Operator

J & B Knives
10.2001 - 09.2005

Bachelor of Arts - Behavioral Science: in Progress With 12 Credit Hrs Remaining

Metropolitan State University of Denver

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