Candace Cameron
Transportation Dispatcher/Scheduler
Lillington,NC
Summary
Experienced Dispatcher/Scheduler proficient in customer service and documentation. Driven to optimize procedures and improve productivity. Offering 19 years of transportation experience in both administrative and customer service. Willing to learn and train in an effort allow citizens of Harnett County, a memorable pleasant experience on a safe and courteous transportation system. . Independently monitors personnel and resolves issues. Good communication, multitasking and prioritization skills pair with background with fleet dispatch. Dedicated and consistently looking for ways to improve efficiency and optimize procedures.
Overview
8
8
years of professional experience
Work History
Dispatcher/Scheduler
Harnett Area Rural Transit System
Lillington, NC
02.2019 - Current
- Realigned operator's schedules to factor in time off request, operator call outs and operators' hours accumulated.
- Conferred with managers, operators and office team to revise policies adhering to current transportation demands.
- Optimized operator's schedules by effectively obtaining geographical knowledge of Harnett County and surrounding areas.
- Acted as first point of contact and set appointments for customers requesting transportation.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Oversaw and verified adherence to government regulations by maintaining sensitive data and complying with HIPPA laws.
- Evaluated and adjusted over 20 routes based on daily needs, available workers, traffic hazards and weather conditions.
- Input data in CTS, a scheduling software, to create updated status reports for quick reference of ridership, billing and mileage.
- Monitored and optimized operator's schedule by discussing routes with operators, using Google maps to review routes and area terrain.
- Made return phone calls daily to establish contact with potential customers informing them of policies and programs available to assist with cost of transportation.
- Answered phone calls and answered questions from potential customers.
- Utilized two way radio to communicate with operators on the road.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Handled complaints and questions, and re-directed calls to other team members.
- Balanced operator's availability, customer's requests, maintenance schedules, and load time when creating schedules.
- Addressed client inquiries and updated database information.
- Established and maintained client rapport by utilizing quality customer service.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Drove to locations and monitored operators' use of resources i.e. vehicles, tablets and GPS system.
- Entered daily data in computer systems and documented office activities.
- Routed incoming mail and messages to relevant personnel without delay.
- Collected Dial A Ride payments from operators and updated account balances.
- Familiar with ADA regulations, HIPPA laws, FTA drug and alcohol procedures and suspicious behavior policy.
- Three years of supervisory experience.
- Familiar with current fleet and availability of vehicles.
- Trained office new hires on scheduling software, use of two way radio, multi-line phone use, programs offered and policies in place at time of hire.
- Proficiently skilled in customer service and knowledgeable of how to handle an irate customer.
- Obtained some knowledge of state and federal grants offered.
Dispatch Supervisor
Fayetteville Area Transit System
Fayetteville, NC
02.2015 - 02.2019
- Analyzed project data and compiled information into presentations for internal purposes.
- Modernized communications systems to improve productivity, reliability and efficiency.
- Directed investigations to verify and resolve customer complaints.
- Managed 6 dispatchers while leading and delegating job assignments and resolving issues to maximize productivity.
- Maintained meticulous employee records to accurately track attendance and productivity.
- Maintained updated and detailed records of calls in physical and electronic database.
- Trained all dispatchers on both demand response and fixed route operations.
- Maintained safety records and reports of accidents that dispatchers got calls for.
- Utilized a two way radio.
- Reported directly to ADA manager on schedules for both dispatchers and operators.
- Optimized routes through careful planning.
- Assisted in operator bidding.
- Sent out drivers to assist with will calls based on locations.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
- Responded to over 100 daily caller requests with information about transportation assistance.
- Kept track of vehicle mileage in order to report accurate numbers to state and federal regulators.
- Conducted ADA classes with potential customers to prepare them to ride the demand response operation, FASTRAC!.
- Made badges for demand response customers.
- Maintained knowledge of different vouchers offered for transportation on fixed route. Also trained all dispatchers in cash handling procedures and reports.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Received several awards including the CORE Values award and safety awards.
- Volunteer dispatcher during inclement weather that often demanded that I stay on duty for 24 hours or longer.
Education
Some College (No Degree) - Business Administration
Miller-Motte Technical School
Online 05.2001 -
Some College (No Degree) - Business Administration And Management
Shaw University
Raleigh, NC 05.2001 -
Skills
Recordkeeping proficiency
undefinedTimeline
Dispatcher/Scheduler
Harnett Area Rural Transit System
02.2019 - Current
Dispatch Supervisor
Fayetteville Area Transit System
02.2015 - 02.2019
Some College (No Degree) - Business Administration
Miller-Motte Technical School
05.2001 -
Some College (No Degree) - Business Administration And Management
Shaw University
05.2001 -
Similar Profiles
Johnnie ValdiviezJohnnie Valdiviez
Bus Operator at Kings Area Rural TransitBus Operator at Kings Area Rural Transit
Stacey AaronStacey Aaron
Customer Support Specialist at Charlotte Area Transit SystemCustomer Support Specialist at Charlotte Area Transit System
Lavarra HarrisonLavarra Harrison
Bus Operator at Charlotte Area Transit SystemBus Operator at Charlotte Area Transit System