Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carrie Bockhold

Denver,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

12
12
years of professional experience

Work History

Residential Aftermarket Dispatch Manager

DH Pace/Ankmar
11.2022 - 05.2024
  • Promoted safety culture among drivers by reinforcing compliance with regulations and conducting regular safety meetings.
  • Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • 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.
  • Communicated with customers to provide delivery updates and resolution.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Assisted in resolving customer complaints and grievances.
  • Received new orders, prepared documentation, and assigned personnel.
  • Managed customer accounts and invoicing.
  • Communicated with warehouse staff to facilitate proper loading and unloading of orders.

Customer Service Lead

DH Pace/Ankmar
04.2018 - 11.2022
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Exceeded performance goals consistently through effective communication and problem-solving skills.
  • Established strong relationships with clients, leading to repeat business and positive feedback.
  • Responded to customer calls and emails to answer questions about products and services.
  • Leveraged advanced interpersonal skills to defuse difficult situations calmly while preserving long-term client relationships.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Reduced average call handling time through efficient problem diagnosis and resolution techniques.
  • Greeted customers and listened closely to problems described to determine solutions.

Dispatch Supervisor

Gonzales Consulting Services Inc
01.2012 - 03.2016
  • Supervised team of 9-20 employees and provided training focused on maximizing overall performance.
  • Assisted in resolving conflicts between dispatchers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved.
  • Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
  • Created a positive work environment through open communication channels and fostering teamwork among staff members.
  • Facilitated teamwork among dispatchers by encouraging collaboration on complex calls requiring multi-agency coordination efforts.
  • Optimized resource allocation by closely monitoring call volume trends and adjusting staff schedules accordingly.
  • Improved interdepartmental collaboration by coordinating with local law enforcement, fire departments, and medical services to ensure seamless public safety operations.
  • Maintained thorough knowledge of jurisdiction geography, landmarks, and roadways to assist in accurate dispatching of emergency personnel.
  • Increased accuracy in incident reporting through the implementation of standardized documentation procedures for dispatchers to follow.
  • Promoted a positive work environment by fostering open communication among team members and addressing workplace concerns promptly.
  • Ensured timely response to citizen inquiries and complaints regarding dispatch services, addressing concerns with professionalism and empathy.
  • Ensured compliance with federal, state, and local regulations regarding emergency communications systems and practices.
  • Conducted regular evaluations of dispatcher performance to identify areas for improvement and provide constructive feedback for growth opportunities.
  • Reduced dispatcher turnover rates through effective training, mentoring, and ongoing support for team members.
  • Upheld high standards of confidentiality when dealing with sensitive information related to incidents or individuals involved in emergency situations.
  • Continuously sought opportunities for professional development, staying current on industry best practices and adjusting departmental procedures accordingly.
  • Demonstrated exceptional leadership skills by effectively managing a team of dispatchers during high-stress situations, maintaining composure under pressure while ensuring public safety objectives were met.

Education

High School Diploma -

Arvada High School
Arvada, CO
05.1990

Skills

  • Workflow Planning
  • Route Planning
  • Phone dispatch
  • Customer Communication
  • Daily reports
  • Decision-Making
  • Customer Service
  • Effective Communications
  • Data Entry
  • Critical Thinking
  • Customer Relationship Management

Timeline

Residential Aftermarket Dispatch Manager

DH Pace/Ankmar
11.2022 - 05.2024

Customer Service Lead

DH Pace/Ankmar
04.2018 - 11.2022

Dispatch Supervisor

Gonzales Consulting Services Inc
01.2012 - 03.2016

High School Diploma -

Arvada High School

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Carrie Bockhold