Brittany Young
Chesapeake City,MD
Summary
Accomplished Dispatch Operations Senior Dispatcher at AAA Club Alliance, recognized for exceptional geographical expertise and advanced communication skills. Successfully optimized operational procedures, enhancing team efficiency through the implementation of strategic policies while also mentoring junior dispatchers. Proven track record in problem-solving and scheduling has led to significant improvements in dispatch operations and elevated customer satisfaction.
Overview
22
22
years of professional experience
Work History
Dispatch Operations Senior Dispatcher
AAA Club Alliance
, USA
04.2023 - Current
- Oversees associates in different areas for any questions/issues in assigned dispatch areas
- Assist with supervisor line taking escalated phone calls from members and associates
- Clears RAP calls
- Helps with associate training/mentoring on new salesforce system
- Provide backup assistance to team members as necessary; perform other duties and responsibilities, including special projects, as required
- Utilized various software systems to facilitate movement, planning and scheduling.
- Provided guidance and support to junior dispatchers on procedures and protocols.
- Responded quickly to emergency situations requiring immediate attention.
- Assigned and monitored daily tasks for dispatchers.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
- Identified potential risks associated with dispatch operations and provided solutions accordingly.
- Recorded results of service calls to create report summaries for senior management.
- Oversaw communications within assigned territories.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Works closely with territory managers and shops on any problem calls that require special attention or intervention to maintain customer satisfaction.
Dispatch Operations Specialist
AAA Club Alliance
, USA
10.2012 - 04.2023
- Floater role of managing calls in MD/DE area
- Helps peers with any questions they have to dispatch the appropriate truck/facility to calls
- Supports the battery desk and provide drivers accurate information on the correct battery that needs to be installed or any type of warranty question
- Backup assist with the supervisor que along with assisting in clearing credit card/ Rap calls
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Identified needs of customers promptly and efficiently.
- Assisted in the development and launch of new products or services from an operational perspective.
- Participated in strategic planning sessions to contribute to long-term operational goals.
- Monitored and analyzed performance metrics to identify areas for improvement.
Customer Service Representative
AAA Club Alliance
, USA
08.2007 - 10.2012
- Answering members questions or concerns
- Helping other employees
- Selling memberships
- Cross selling insurance/credit cards
- Retaining memberships
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Identified opportunities for upselling additional products or services based on customer needs.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Call Operator/Scheduling Coordinator
E-Showings
Newark, USA
03.2007 - 08.2008
- Scheduling real estate appointments
- In charge of making sure appointments are called out promptly
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Received phone calls to assist customers in scheduling, rescheduling or canceling appointments.
- Monitored queues for incoming calls; managed overflow volume during peak periods.
Receptionist/Sales
Brantwood Golf Club
03.2003 - 04.2007
- Selling golf packages and memberships.
- Scheduling golf appointments for individuals or groups.
- In charge of daily sales and inventory needs.
- Designed engaging newspaper advertisements for promotions.
- Oversaw workforce operations to ensure daily tasks were completed in a timely manner.
- Supervised banquets to guarantee seamless execution with staff and guests.
Education
Diploma -
Bohemia Manor High School
Chesapeake City, MD01.2006
Some College (No Degree) -
Cecil Community College
North East, MDSkills
- Dispatch software
- Advanced communication
- Geographical expertise
- Scheduling expertise
- Route planning
- Policy compliance
- Driver communication
- Conflict resolution
- Time management
- Active listening
- Problem-solving
- Prioritizing calls
- Software proficiency
- Improving operations
- Critical thinker
- Multitasking and organization
References
Available upon request
Accomplishments
- Received multiple 5 diamond awards within the dispatch department based on workmanship and involvement with process improvement of department.
Affiliations
- Participates in monthly engagement meetings to enhance associates' interest in utilizing the current information database
- Contributed to the development of monthly themes and initiatives aimed at enhancing associate engagement
References
References available upon request.
Timeline
Dispatch Operations Senior Dispatcher
AAA Club Alliance
04.2023 - Current
Dispatch Operations Specialist
AAA Club Alliance
10.2012 - 04.2023
Customer Service Representative
AAA Club Alliance
08.2007 - 10.2012
Call Operator/Scheduling Coordinator
E-Showings
03.2007 - 08.2008
Receptionist/Sales
Brantwood Golf Club
03.2003 - 04.2007
Diploma -
Bohemia Manor High School
Some College (No Degree) -
Cecil Community College
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