Brian Dolan
Quakertown,Pennsylvania
Summary
Dynamic professional with extensive experience at Verizon Communications, excelling in customer service and team leadership. Proven track record in enhancing operational efficiency and customer satisfaction through effective problem-solving and communication skills. Skilled in sales training and relationship building, consistently achieving business development goals while fostering a collaborative work environment.
Overview
2022
2022
years of professional experience
Work History
Sales Associate
Verizon Communications
Service Technician
Verizon Communications
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
Maintenance Supervisor
Verizon Communications
- Coordinated preventative maintenance schedules, verifying equipment safety and function.
- Streamlined work order processes for increased efficiency in addressing maintenance requests and tracking progress.
- Supervised 100% employees and scheduled shifts.
- Supervised a team of technicians, providing guidance on complex repair tasks and fostering professional development opportunities.
Dispatcher Manager
Verizon Communications
03.2015 - 09.2021
- Supported business growth by successfully managing the integration of additional territories into existing dispatch operations while maintaining service quality levels.
- Analyzed key performance indicators to identify areas for improvement in dispatcher operations, driving continuous process enhancements.
- Collaborated with other departments to address issues impacting overall operational performance, fostering positive interdepartmental relationships.
- Managed a team of dispatchers, promoting teamwork, accountability, and high-performance standards.
- Improved customer satisfaction rates with timely and accurate dispatching of service calls and deliveries.
- Implemented an effective performance evaluation system for dispatchers, leading to increased productivity and job satisfaction.
- Reduced response times by closely monitoring dispatcher workloads and adjusting staffing levels accordingly.
- Conducted regular audits of dispatcher activities to ensure adherence to established protocols and best practices, minimizing errors and risks within the department.
- Enhanced dispatch efficiency by streamlining communication processes and implementing a new routing system.
- Developed comprehensive training programs for new hires, ensuring thorough knowledge of company policies and procedures.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Monitored flow of paperwork and directed information to appropriate departments.
- Answered phone calls and responded to customer emails.
- Provided customers with information on products and services.
- Assisted in resolving customer complaints and grievances.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Monitored vehicle locations to coordinate timely arrivals.
- Communicated with customers to provide delivery updates and resolution.
- Monitored and tracked dispatch communication systems.
- Tracked and monitored vehicle performance and maintenance.
Education
Associate Degree - Business Administration
Community College of Philadelphia
Skills
- Customer service
- Teamwork and collaboration
- Problem-solving
- Excellent people skills
- Reliable and punctual
- Exceptional customer service
- Sales expertise
- Customer needs assessment
- Complex Problem-solving
- Sales training
- Business development
- Client account management
- Customer engagement
- Excellent communication skills
Timeline
Dispatcher Manager
Verizon Communications
03.2015 - 09.2021
Sales Associate
Verizon Communications
Service Technician
Verizon Communications
Maintenance Supervisor
Verizon Communications
Associate Degree - Business Administration
Community College of Philadelphia
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