Catherine Burch
New Bedford,USA
Summary
Detail-oriented professional skilled in logistics, customer service, and technical support. Combines hands-on experience in appraisals and compliance with strong communication abilities, ensuring exceptional service delivery and adherence to regulatory standards in dynamic environments.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Pawnbroker
Empire Loan
New Bedford, Massachusetts
03.2023 - 12.2024
- Evaluated customer pawn requests to determine item value and loan eligibility.
- Appraised items, including jewelry, firearms and to determine product value and authenticity.
- Verified authenticity and value of items brought in for pawning or selling.
- Managed inventory of pledged items, optimizing storage and security protocols.
- Inspected merchandise for condition prior to accepting it as collateral for loans or purchasing it outright from customers.
- Checked customer identification against police database to ensure legitimacy of items. for every individual bringing in merchandise and verified against police stolen item database.
- Processed loan applications and determined appropriate loan amounts based on customer's financial information.
- Collaborated with customers to develop personalized loan repayment plans that addressed individual financial situations.
- Educated customers on pawn loan terms, enhancing their understanding of services and fostering trust.
- Resolved customer inquiries and disputes with professionalism and effective communication skills.
- Completed customer transactions accurately to ensure a smooth purchasing experience. accurately using point-of-sale systems and cash handling procedures.
- Provided excellent customer service by greeting customers in a friendly manner and responding to their requests promptly.
- Accepted and submitted payments to resolve outstanding loan balances or purchases of new items.
- Maintained close relationships with local law enforcement agencies to ensure compliance with regulations.
- Researched electronics and other items online to identify market value.
Non-Emergency Medical Transport Driver/Dispatcher
Car Rapid Transportation
Fall River, USA
12.2015 - 08.2020
- Transport ambulatory medical clients from their homes/residential living facility to their medical appointments via company vehicles.
- Dispatch drivers to additional medical pick ups when needed.
- Handle client service complaints via phone.
- Communicate with GATRA (our servicing transportation liaison who offers these trips to our company) regarding drivers' issues... ie: if they are running late to a client, have not picked up the client or have not located the client for pick ups and returns.
- Handle driver related issues with vehicle problems.
- Handle company vehicle insurance because of accidents or workers compensation related issues.
- Handle company 5 line switchboard.
- Supervise 6-8 drivers regarding their timesheets, vehicle maintenance duties, and any problems that may arise with clients on board.
- Operated medical transport vehicles to ensure timely patient transfers.
- Maintained vehicle cleanliness and performed routine inspections for safety compliance.
- Coordinated with healthcare facilities to confirm patient transport schedules.
- Communicated effectively with patients and healthcare staff throughout the transport process.
- Followed all safety protocols during transportation of patients with varying needs.
- Documented transportation details and incidents accurately in reporting systems.
- Collaborated with team members to optimize routes for efficient service delivery.
- Communicated with professionals to obtain work schedule.
- Maintained accurate logbook of all trips, including dates, times, locations, and mileage.
- Followed established protocols related to patient confidentiality during transport.
- Oversaw vehicle registration, maintenance and repairs by taking to auto shop and completing paperwork.
- Provided safe and efficient transport of patients to and from medical appointments.
- Inspected vehicles regularly for cleanliness and mechanical soundness.
- Adhered to all applicable laws pertaining to transportation of patients, such as seatbelt regulations.
- Performed vehicle safety checks prior to each trip.
- Displayed courtesy and professionalism towards passengers at all times.
- Planned efficient routes by reviewing maps and traffic conditions.
- Communicated with dispatch personnel regarding changes or delays in schedules due to traffic or weather conditions along route.
- Performed pre- and post-trip safety and maintenance checks to mitigate hazards.
- Complied with traffic regulations to safely operate vehicles.
- Checked condition of vehicle's tires, brakes or safety equipment to verify working order.
- Followed safety regulations and state laws governing vehicle operation.
- Maintained strict compliance with safety rules for passenger and driver protection.
- Added fluids, checked tires and kept interior and exterior spotless as part of vehicle upkeep.
- Managed emergencies and route changes, maintaining professionalism and minimizing disruptions to service.
- Followed regular schedule of pickups for individual customers and groups.
- Arranged customer pick-ups to ensure timely transportation.
- Inspected vehicle and personally handled routine upkeep.
- Communicated with dispatchers by radio, telephone or computer to exchange information and receive requests for passenger service.
- Drove shuttle buses, limousines or company cars to transport passengers.
- Notified dispatchers or company mechanics of vehicle problems.
- Completed accident reports and delivered to supervisor.
- Coordinated dispatch operations for timely transportation services across various routes.
- Communicated with drivers to ensure efficient route management and adherence to schedules.
- Monitored vehicle locations using GPS systems for real-time tracking and updates.
- Collaborated with team members to streamline dispatch processes and improve efficiency.
- Scheduled vehicle maintenance and inspections to ensure operational safety standards were met.
- Trained new dispatch staff on procedures, systems, and best practices for effective operations.
- Analyzed traffic patterns to optimize routes for fuel efficiency and timely deliveries.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Utilized computer systems to locate addresses and calculate estimated arrival times.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Updated records of driver locations, delays, and cancellations.
- Scheduled loads according to priority and available equipment.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Maintained logs of all incoming calls and assigned tasks.
- Received and dispatched calls for emergency services.
- Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
- Ensured compliance with safety regulations and company policies.
- Participated in team meetings discussing changes in procedures or processes.
- Verified driver credentials prior to assigning them a route or task.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- Interacted with local law enforcement agencies when responding to incidents in progress.
- Conducted regular training sessions for new hires on proper protocols for handling emergency situations.
- Prepared daily work and run schedules.
- Advised personnel about accidents, weather conditions or other hazards.
- Arranged for repairs to restore service and schedules.
IT/Telecommunications Technician
Southern Union Company
Fall River, USA
01.2008 - 12.2012
- Installed and maintained telecommunications systems, including routers, switches, and related hardware.
- Installed, maintained, and repaired telecommunications systems, including VOIP, analog, and digital phone systems.
- Installed and configured telecommunications equipment for efficient network connectivity.
- Troubleshot and maintained the IP phone system and company cellular phones.
- Configured and supported mobile communications and data transmission systems.
- Conducted routine maintenance on communication systems to ensure reliability.
- Performed regular maintenance checks on telecom equipment to ensure proper functioning.
- Diagnosed and resolved complex network issues, effectively minimizing downtime and maintaining service continuity.
- Troubleshot network issues to identify root causes of problems.
- Identified and replaced faulty components in telecommunications systems.
- Responded quickly to emergency situations involving telecommunications systems malfunctions or outages.
- Provided installation, service and maintenance for broadband internet and digital telephone service.
- Installed and maintained IT equipment including printers, scanners, laptops, and workstations.
- Delivered help desk support, resolving user issues to enhance satisfaction and streamline operations.
- Utilized and maintained the helpdesk tracking software.
- Monitored and responded quickly and effectively to requests received through the ticketing system.
- Assisted with the onboarding of new users.
- Set up training for users via power point presentations.
- Maintained inventory of all equipment, software, and software licenses.
- Performed timely workstation hardware and software upgrades when needed.
- Coordinated PC setup and deployment for new employees, ensuring consistent use of standard hardware, images, and software.
- Worked with Microsoft Active Directory to create user accounts, manage group, and reset user passwords.
- Utilized the Landesk application to remote access into user computer/laptops to troubleshoot issues.
- Quickly identified and communicated to the appropriate parties when issues may be indicative of larger problems (server down, network outage, etc).
- Provided exceptional customer service to enhance client satisfaction and loyalty.
- Collaborated with team members to optimize network performance and reduce downtime.
- Documented service requests and resolutions for future reference and analysis.
- Monitored network performance using specialized diagnostic tools and software.
- Interacted with clients to assess needs and recommend suitable telecommunications solutions.
- Assisted with training users in the use of various telecommunication devices and applications.
- Handled multiple simultaneous deployment projects against strict deadlines.
- Provided remote support to end-users experiencing difficulties with their phone system.
- Briefed customers on equipment, usage, and product specification.
- Deployed updated software versions across all connected devices within a customer's network.
- Assisted in the development and implementation of disaster recovery plans for telecommunications infrastructure.
- Conducted site surveys to determine the best placement of telecommunications equipment.
- Assembled and installed communication equipment.
- Upgraded telecommunications equipment and software to improve system capabilities and performance.
- Installed, maintained, and repaired telecommunications systems, including VOIP, analog, and digital phone systems.
- Coordinated with vendors and service providers to ensure equipment was up to date and functioning properly.
- Diagnosed and resolved complex network issues, effectively minimizing downtime and maintaining service continuity.
- Performed routine system tests and analyzed results to ensure optimal network performance.
- Upgraded telecommunications equipment and software to improve system capabilities and performance.
- Assembled and installed communication equipment.
Department Secretary
Kelly Services, Inc
Fall River, USA
01.2006 - 12.2007
- Greeted students, parents, and faculty, directing them to their destinations to ensure smooth campus navigation.
- Reorganized undergraduate student files in order to make them more accessible.
- Participated in secretary meetings-providing input into development of procedures.
- Designed spreadsheets for faculty.
- Prepared and gathered required documents and receipts for travel reimbursement.
- Performed general office duties, including reception, filing, data entry, and sorting and delivering faculty mail, contributing to efficient office operations.
- Supported special projects for school advisors, enhancing program initiatives and collaboration.
Compliance Administrator
CDI Corporation
Binghamton, USA
01.2004 - 12.2006
- Prepared compliance documents for annual IBM and Sarbanes& Oxley investigations.
- Reviewed and maintained electronic files to ensure compliance with regulatory requirements.
- Assisted branches and supplier associates with contract inquiries to facilitate timely resolution.
- Performed various office tasks to support department operations.
Provider Relations Representative
Philadelphia Workforce Development Corporation
Philadelphia, USA
01.2001 - 12.2003
- Coordinated outreach efforts with college faculty and PWDC staff to provide clients with job aids and training development.
- Facilitated collaboration between Philadelphia Workforce and Community College of Philadelphia as a liaison.
- Visited educational/training worksite(s) to ensure contract compliance.
- Tracked daily timekeeping records for students to ensure accurate attendance.
- Interviewed college faculty, advisors, and students on a weekly basis.
- Performed routine visits to students' classes to ensure 100% attendance.
- Kept a daily log detailing instances of non-compliance to ensure accountability.
- Assisted with the preparation of the State of Pennsylvania Audit.
- Taught basic computer/keyboard skills and administered math exams to clients for placement tests.
Education
Associate of Science - Cybersecurity And Digital Forensics
Bristol Community College
Massachusetts06-2027
Associate's - Computer technology
DPT
Philadelphia, PA07-2001
Skills
- Item appraisal
- Appraisals
- Item evaluations
- Item valuation
- Fraud prevention
- Inventory management
- Technical support
- Inventory tracking
- Logistics management
- Transportation management systems
- Cash handling
- Point of sale
- Transaction processing
- Client relations
- Customer service
- Administrative support
- Office administration
- Office management
- Supervising experience
- Dispatching
- Inside sales
- Sales
- Loan processing
- Detail orientation
- Record management
- Record keeping
- Documentation review
- Documentation skills
- Compliance documentation
- Regulatory compliance
- Security compliance
- Security standards
- Security procedures
- Security awareness
- Data management
- Analysis skills
- Technical support
- Personable demeanor
- Network management
- Network oversight
- Network Support
- Network troubleshooting
- Microsoft Access
- Microsoft Windows Server
- Microsoft Windows
- Operating Systems
- Computer hardware
- Computer skills
- Computer literacy
- Computer operation
- Service desk operations
- Web accessibility
- Outlook
- Spreadsheets
- Google Docs
- LAN
- Tech Support
- Community outreach
- Travel planning
- Training development
- Team collaboration
- Problem-solving abilities
- Process improvement
- Analytical skills
- Strong communication
- Communication effectiveness
- Communication skills
- Interpersonal communication
- Personable demeanor
- Teamwork
- Adaptability and flexibility
- Prioritization
- Instruction adherence
- Detail orientation
- Strong communication
- Analytical skills
- Interpersonal communication
- Adaptability and flexibility
- Problem-solving abilities
- Process improvement
- Adaptability and flexibility
- Teamwork
- Relationship building
Certification
- Microsoft office suite, 07/01/01
- Computer Network Technology, 07/01/01
Additional Information
Authorized to work in the US for any employer
Languages
English, Fluent
Timeline
Pawnbroker
Empire Loan
03.2023 - 12.2024
Non-Emergency Medical Transport Driver/Dispatcher
Car Rapid Transportation
12.2015 - 08.2020
IT/Telecommunications Technician
Southern Union Company
01.2008 - 12.2012
Department Secretary
Kelly Services, Inc
01.2006 - 12.2007
Compliance Administrator
CDI Corporation
01.2004 - 12.2006
Provider Relations Representative
Philadelphia Workforce Development Corporation
01.2001 - 12.2003
Associate of Science - Cybersecurity And Digital Forensics
Bristol Community College
Associate's - Computer technology
DPT