Torrence Harrell
Milwaukee,WI
Summary
Dynamic and results-driven professional with extensive experience at Lakeside Buses of Wisconsin. Proven track record in enhancing operational efficiency through effective dispatch coordination and exceptional customer service. Skilled in data entry and conflict resolution, successfully reducing dispatch errors and fostering a collaborative team environment. Committed to continuous improvement and safety excellence.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Office Dispatcher
Lakeside Buses of Wisconsin
09.2020 - 02.2025
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Resolved conflicts between field units, ensuring smooth operation and team cohesion.
- Developed system for prioritizing emergency calls, ensuring rapid response to critical situations.
- Maintained high levels of confidentiality and discretion with sensitive information.
- Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
- Analyzed call patterns to predict peak times, adjusting staffing levels accordingly for optimal coverage.
- Promoted culture of continuous improvement, leading to adoption of advanced dispatch technologies.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Scheduled and organized delivery routes.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Monitored and tracked dispatch communication systems.
- Communicated with customers to provide delivery updates and resolution.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Tracked and monitored vehicle performance and maintenance.
- Received new orders, prepared documentation, and assigned personnel.
Safety Manager
Lakeside Buses of Wisconsin
03.2016 - 09.2020
- Collaborated with management to develop company-wide safety policies, procedures, and guidelines.
- Conducted thorough accident investigations to identify root causes and prevent future occurrences.
- Developed and implemented safety programs.
- Reduced accident rates through proactive hazard identification, analysis, and mitigation strategies.
- Inspected job sites and facilities to detect potential health hazards and put corrective measures immediately into effect.
- Developed and executed training programs for employees, improving overall safety awareness and compliance.
- Trained employees in most current regulations and practices in effort to prevent mishaps and promote overall safety.
- Enhanced workplace safety by implementing comprehensive risk assessments and safety audits.
- Reduced injuries among personnel with development and implementation of robust safety programs and policies.
- Leveraged OSHA standards as a basis for developing effective safety protocols tailored to organizational needs.
- Consistently achieved high levels of employee engagement in safety meetings, fostering an environment focused on continuous improvement.
- Monitored legislative updates relating to workplace health and safety, ensuring ongoing compliance with regulations.
- Facilitated occupational safety meetings and handled inquiries, questions and concerns in terms of training.
- Streamlined incident reporting processes for accurate documentation and data-driven decision making.
- Managed relationships with regulatory agencies while maintaining open lines of communication for inspections and compliance reviews.
- Promoted worksite safety by implementing enhanced lockout and tagout maintenance processes.
- Assessed new equipment acquisitions for potential hazards before integration into the workplace environment.
- Developed and implemented company procedures that reduced job site accidents Number%.
- Oversaw contractor selection process from a safety perspective, evaluating prospective vendors'' capabilities in maintaining a safe working environment during projects execution phase.
Third Party Tester
Lakeside Buses of Wisconsin
03.2016 - 09.2020
- Ensured compliance with industry standards by rigorously following established testing methodologies and best practices.
- Identified critical bugs through thorough testing processes, enhancing overall product performance.
- Maintained test environment stability by conducting regular maintenance and system upgrades, ensuring accurate testing results.
- Collaborated with development teams to resolve defects and improve the overall stability of applications.
- Facilitated user acceptance testing with real-world scenarios, ensuring software met all client expectations.
- Followed standard operating procedures for inspections and tests.
- Trained other workers in inspection and testing procedures.
- Recorded inspection and test results on data sheets.
- Provided technical support to production personnel.
- Updated quality control records and reports.
- Provided feedback to production team regarding product quality.
- Assisted in developing inspection and testing protocols.
- Monitored product quality at all stages of production process.
School Bus Driver Trainer
Lakeside Buses of Wisconsin
07.2012 - 03.2016
- Enhanced driver safety by conducting comprehensive training sessions on defensive driving techniques and emergency procedures.
- Established clear expectations for driver conduct with detailed codes of ethics that encouraged professionalism at all times.
- Boosted morale with regular recognition of exceptional performance among trainees, fostering a positive learning environment.
- Enhanced communication among the driver team with regular updates on company news, policy changes, and upcoming events.
- Safeguarded student passengers by ensuring all drivers were proficient in handling medical emergencies while en route to their destinations.
- Optimized resource allocation by continuously assessing the effectiveness of current training methods and adjusting strategies accordingly.
- Ensured regulatory compliance by updating training materials according to federal, state, and local guidelines for school bus drivers.
- Reduced accident rates among trainees through meticulous instruction in vehicle maintenance and pre-trip inspections.
- Built strong relationships with trainees, providing ongoing mentorship and guidance that extended beyond initial training.
- Supported trainee success with tailored lesson plans that accommodated individual learning styles and needs.
- Increased driver retention with thorough orientation programs for new hires, emphasizing company culture and expectations.
- Promoted professional development among staff with workshops focused on communication skills, conflict resolution, and time management.
- Ensured timely completion of certification requirements for all drivers through diligent tracking mechanisms, minimizing potential disruptions to service delivery.
- Identified driver training needs to make recommendations to manager.
- Maintained regulatory compliance documentation to promote safety and compliance culture.
- Evaluated performance of assigned personnel and provided corrective actions of trainees during simulator training.
School Bus Driver
Lakeside Buses of Wisconsin
01.1992 - 06.2012
- Worked one-on-one with students to determine strengths, weaknesses, and learning patterns.
- Provided warm, supportive environment for developing academic, social, and emotional growth.
- Created study guides, research materials and syllabi for students.
- Evaluated student progress through ongoing assessments, adjusting instruction as needed to address individual needs.
- Developed positive rapport with students through empathetic listening and genuine interest in their lives outside of school.
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
- Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
- Transported passengers safely along prescribed routes according to tight schedules.
- Enhanced student safety by strictly adhering to bus routes and schedules, as well as enforcing established behavior guidelines.
- Ensured proper bus equipment functionality through regular checks of lights, signals, mirrors, brakes, tires, and other essential components.
- Obeyed federal, State and local traffic laws and regulations to enable safe transportation outcomes for participants.
- Complied with all relevant state and federal regulations regarding school transportation services, ensuring the safety and well-being of students at all times.
- Developed positive relationships with students, faculty and parents to support continuous rapport and communication.
- Maintained accurate records of student pick-ups and drop-offs, ensuring proper documentation for school administration purposes.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Collaborated with school administrators to address any behavioral issues arising during transportation effectively.
- Maintained State driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
- Assisted in emergency preparedness drills, demonstrating appropriate evacuation procedures to students and staff members.
Education
Washington High School
Milwaukee, WI06.1989
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
- Dispatch software
- Stress tolerance
- Time management
- Dispatching procedures
- Prioritizing calls
- Problem-solving
- Customer relations
- Dispatch coordination
- Schedule management
- Updating logs
- Route planning
- Schedule coordination
- Customer relationship management
- Route navigation
- Routing orders
- Service coordination
- Maintaining call metrics
- Work order management
- Communication equipment operation
- Dispatching field personnel
- Database maintenance
- Incident reporting
- Database updates
- Conflict resolution
- Traffic monitoring
- Multitasking and organization
- Team collaboration
- Verbal and written communication
- Map reading
- Record keeping
- Emergency protocols
Certification
Lakeside “ Shining Star” June 2024
Timeline
Office Dispatcher
Lakeside Buses of Wisconsin
09.2020 - 02.2025
Safety Manager
Lakeside Buses of Wisconsin
03.2016 - 09.2020
Third Party Tester
Lakeside Buses of Wisconsin
03.2016 - 09.2020
School Bus Driver Trainer
Lakeside Buses of Wisconsin
07.2012 - 03.2016
School Bus Driver
Lakeside Buses of Wisconsin
01.1992 - 06.2012
Washington High School
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