Carolyn Brodowski
Baltimore,MD
Summary
Dynamic Dispatcher/Customer Service Representative with extensive experience, excelling in customer service and dispatch coordination. Proven ability to optimize schedules and enhance operational efficiency, while maintaining high levels of accuracy in data entry. Strong problem-solving skills and a commitment to delivering exceptional service in high-pressure environments.
Knowledgeable Dispatcher/Customer Service Representative with solid track record in coordinating complex logistics and managing transportation schedules efficiently. Recognized for optimizing routes and reducing delivery times, ensuring seamless operations. Demonstrated proficiency in communication and problem-solving to address challenges swiftly and maintain service quality.
Overview
21
21
years of professional experience
Work History
Dispatcher/Scheduler/Customer Service Representative
Digging & Rigging Crane Company
09.2021 - Current
- Scheduled jobs and decided what operators/drivers were best qualified for each job as per job quotes directed
- Routing jobs according to locations/time frames
- Opened & closed office, cleaned area, stock supplies
- Executed Per Diem funds as needed
- Called customers to schedule jobs/confirm jobs
- Working with Permitting office to issue Crane Permits to & from locations in MD,DC,PA,DE
- Coordinated equipment and personnel logistics to ensure timely project execution.
- Managed multiple communication channels to relay critical information between team members and clients.
- Developed schedules to optimize resource allocation and minimize downtime across projects.
- Monitored real-time operations, making adjustments to enhance workflow efficiency and safety compliance.
- 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.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and backed up other customer service employees in the office.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Implemented process improvements that reduced response times for service requests and incident resolutions.
- Directed dispatching, routing, and tracking of 20 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Promoted teamwork among colleagues by proactively assisting others when needed.
Dispatcher/Scheduler/Customer Service Representative
ERC
09.2019 - 08.2021
- Coordinated equipment and personnel logistics to ensure timely project execution.
- Analyzed performance data to identify trends, driving strategies for continuous operational improvement.
- Collaborated with management to establish best practices for dispatching procedures and emergency responses.
- Directed dispatching, routing, and tracking of 10 fleet vehicles.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- 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.
- Generated reports to track deliveries and maintain proper records and documentation.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Ensured compliance with local, state, and federal regulations
- Enhanced team morale by fostering supportive and collaborative work environment.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Unloaded waste water barrels operating a Forklift and keeping inventory of mentioned units and scheduling their pick ups
C.N.A-G.N.A Certified Nurse Tech
Angel's Hands Home Healthcare
11.2018 - 09.2019
- Administered patient care, including monitoring vital signs and assisting with daily living activities.
- Collaborated with healthcare teams to develop and implement individualized care plans for patients.
- Educated patients and families on health management, medication adherence, and preventative care strategies.
- Trained and mentored junior staff on best practices in patient care and safety protocols.
- Conducted regular assessments of patient conditions to ensure timely interventions and adjustments to care plans.
- Implemented infection control measures to maintain a safe environment for patients and staff alike.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Supported nursing staff in emergency situations by remaining calm under pressure and assisting with life-saving interventions as needed.
- Consistently met performance standards set forth by nursing supervisors based on efficiency metrics, punctuality rates, and adherence to departmental policies.
- Enhanced patient care by accurately recording vital signs and administering medications as directed by nursing staff.
- Assisted in the successful recovery of patients through effective wound care, catheter management, and ambulation support.
- Maintained up-to-date knowledge on best practices in Certified Nurse Technician procedures through regular participation in continuing education courses.
- Maintained patient stability by checking vital signs and weight.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Supported needs of 5+ residents under long-term care.
Dispatcher/Customer Service/Scale House Attendant
Waste Connections Inc.
01.2016 - 11.2018
- Weighed vehicles in/out, directed the drivers where to go inside transfer station
- Handled cash & credit cards and printed receipts and reconciled monies at end of shift
- Collection calls & Accounts Receivable
- Coordinated daily routes for waste collection ensuring timely service delivery and removal
- Analyzed route performance data to identify areas for improvement in scheduling and resource allocation.
- Trained new dispatchers on software systems and operational procedures to enhance team efficiency.
- Collaborated with management to develop strategies for enhancing overall operational effectiveness.
- Directed dispatching, routing, and tracking of 17 fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Monitored vehicle locations using GPS tracking to optimize operational efficiency.
- Communicated effectively with drivers to resolve issues and ensure compliance with safety protocols.
- Managed customer inquiries and service requests, providing accurate information promptly.
Dispatcher/Customer Service Representative
United Site Services, Inc. of Texas
01.2015 - 01.2016
- D.O.T paperwork and compliance, drug testing requests
- Oversaw compliance with safety regulations during transportation and placement of portable restrooms and containers.
- Directed dispatching, routing, and tracking of 9 fleet vehicles.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Scheduled and organized delivery routes.
- Scheduled deliveries and pickups according to customer needs.
- Assisted in resolving customer complaints and grievances.
- Tracked and monitored vehicle performance and maintenance.
- Managed customer accounts and invoicing.
- Coordinated timely dispatch of equipment and services to optimize job site efficiency.
- Monitored real-time service requests, ensuring rapid response and resolution for client needs.
- Managed logistics for fleet operations, maximizing resource allocation and minimizing downtime.
- Developed training materials for new drivers, enhancing onboarding process and knowledge retention.
- Accounts Receivable & Payables, cash handling
- Opening & Closing of office daily
C.N.A G.N.A
Angel's Hands Home Health
03.2013 - 01.2015
- Assisted patients with daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to nursing staff promptly.
- Maintained clean and organized patient environments, adhering to health standards.
- Educated patients and families on care plans and health management strategies.
- Trained new staff on caregiving protocols and best practices for quality service.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
Dispatcher/Scheduler/Customer Service Representative
I.E.S.I
01.2010 - 03.2013
- Directed dispatching, routing, and tracking of 15 fleet vehicles.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
- Maintained high levels of confidentiality and discretion with sensitive information.
- Communicated with customers to provide delivery updates and resolution.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Collaborated with project managers to adjust schedules based on changing priorities and project demands.
- Communicated effectively with team members to confirm task assignments and deadlines, fostering accountability.
- Conducted in-depth analysis of scheduling failures to prevent recurrence, enhancing overall project reliability.
- Completed daily logs for management review.
- Processed orders accurately using internal systems to ensure timely delivery
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Office Manager/Customer Service Representative
Bayview Medical
09.2004 - 01.2010
- Streamlined office operations by implementing efficient scheduling and communication practices.
- Managed patient appointments and records for delivery of medical equipment
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Managed scheduling and coordination of all medical D.M.E and medical air tank deliveries to ensure smooth operations and minimal conflicts.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Collaborated with healthcare teams to streamline communication and enhance patient care.
- Oversaw daily operations, ensuring compliance with healthcare regulations and standards.
- Delivered prompt service to prioritize customer needs.
- Developed and maintained office policies to ensure compliance with healthcare regulations.
- Coordinated supply inventory management, reducing costs through effective vendor negotiations.
Education
High School Diploma -
Dundalk High School
Baltimore, OHNo Degree - Allied Health
C.C.B.C
Dundalk, MDC.N.A / Nurse Tech License - Nursing
Stein Nursing Academy
Randallstown MD03-2019
No Degree - Licensed Foster Parent
Arrow Child Ministries
Towson, MD06-2011
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
- Dispatch software
- Stress tolerance
- Time management
- Dispatching procedures
- Problem-solving
- Customer relations
- Dispatch coordination
- Schedule management
- Route planning
- Geographical expertise
- Call handling
Timeline
Dispatcher/Scheduler/Customer Service Representative
Digging & Rigging Crane Company
09.2021 - Current
Dispatcher/Scheduler/Customer Service Representative
ERC
09.2019 - 08.2021
C.N.A-G.N.A Certified Nurse Tech
Angel's Hands Home Healthcare
11.2018 - 09.2019
Dispatcher/Customer Service/Scale House Attendant
Waste Connections Inc.
01.2016 - 11.2018
Dispatcher/Customer Service Representative
United Site Services, Inc. of Texas
01.2015 - 01.2016
C.N.A G.N.A
Angel's Hands Home Health
03.2013 - 01.2015
Dispatcher/Scheduler/Customer Service Representative
I.E.S.I
01.2010 - 03.2013
Office Manager/Customer Service Representative
Bayview Medical
09.2004 - 01.2010
High School Diploma -
Dundalk High School
No Degree - Allied Health
C.C.B.C
C.N.A / Nurse Tech License - Nursing
Stein Nursing Academy
No Degree - Licensed Foster Parent
Arrow Child Ministries