Bridget Driver
Colorado Springs,CO
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Scheduling/Dispatch Manager
Polar Bear Mechanical
10.2021 - Current
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Recorded and secured archives of customer requests, services performed and other dispatch information to maintain accurate records and appropriate filing systems.
- Answered phone calls and responded to customer emails.
- Monitored and tracked dispatch communication systems.
- Assisted in resolving customer complaints and grievances.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Managed customer accounts and invoicing.
- Utilized customer feedback to improve customer service.
- Evaluated current operational processes to help develop, implement and improve practices.
Team Lead
Sykes Work at Home
08.2012 - 03.2021
- Trained new team members by relaying information on company procedures and requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Directed and supervised a team of 32+ agents to excel the company standards and goals.
Quality Control Specialist
Alpine Access
09.2006 - 01.2009
- Inspected and reviewed calls to verify conformance with customer specifications and company quality standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or agent deficiencies.
- Created and maintained several databases to track statistical data.
- Updated inspection journals and daily summary logs with quality-related data.
Education
General Studies -
Sierra Community College
Truckee, CASkills
- Maintenance Recordkeeping
- Customer Communication
- Employee Time Records
- Field Call Management
- Employee Performance Reviews
- Phone Dispatch
- Schedule Coordination
- Data Entry
- Quality Control
- Customer Service
Leadership Experience
Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores.
Roles And Responsibilities
Managing large teams, Customer Relations, Resolution Specialist, Training/Coaching Manager, Dispatching and scheduling appointment, Accounts receivable/payable, Process job tacking and profit reports, and Payroll.
Communication Skills
Main focal point for all communications between customer and the company.
References
Available upon request.
Timeline
Scheduling/Dispatch Manager
Polar Bear Mechanical
10.2021 - Current
Team Lead
Sykes Work at Home
08.2012 - 03.2021
Quality Control Specialist
Alpine Access
09.2006 - 01.2009
General Studies -
Sierra Community College
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