Summary
Overview
Work History
Education
Skills
Quote
Software
Interests
Websites
Timeline
CustomerServiceRepresentative
Cortney Whitmire

Cortney Whitmire

GA

Summary

With over 18 years of experience in customer relations and operations management, my passion lies in creating exceptional client experiences and delivering tangible results. Expertise in driving business growth through strategic customer engagement, ensuring long-term satisfaction, and enhancing brand loyalty. Natural communicator excelling at simplifying complex challenges and seamlessly collaborating with executives, sales teams, and technical experts to drive meaningful outcomes. Anticipating needs, providing insightful solutions, and fostering strong relationships instrumental in increasing customer retention, expanding accounts, and enhancing brand reputation. Currently leading the dispatch department for three branches out of Atlanta, taking a proactive, hands-on approach to optimizing operations and team performance. Setting clear goals and empowering those around me consistently drives efficiency, exceeds targets, and cultivates a positive work culture. Self-motivated and results-driven professional thriving in dynamic environments where innovation and adaptability are key. Commitment to continuous growth extends to both the team and the customers served.

Overview

19
19
years of professional experience

Work History

HVAC Dispatch Manager

AAction Air
09.2019 - Current
  • Managed dispatch operations and enhanced customer experience.
  • Promoted to Dispatch Manager within two years due to demonstrating strong leadership, problem-solving skills, and commitment to operational efficiency.
  • Manage team of dispatchers and customer service representatives effectively.
  • Managed work orders, enhanced routing efficiency, and allocated responsibilities by competency.
  • Guaranteed team provided consistent feedback to customers regarding technician schedules.
  • Monitored performance of technicians and dispatchers, addressed scheduling conflicts or emergencies.
  • Served as Atlanta Sales Coordinator alongside dispatch manager role to drive sales.
  • Oversee payroll tasks weekly and quarterly along with recruiting and training new employees.
  • Oversee dispatch and CSR departments for three branches.
  • Managed a team of dispatchers, fostering a collaborative work environment to ensure smooth operations.
  • Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
  • Improved dispatch efficiency by implementing new scheduling and routing strategies.
  • Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
  • Mentored new hires in navigating the complexities of the Dispatch Manager role.
  • Established strong relationships with vendors, negotiating contracts that benefited both parties in terms of cost savings and reliability.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • Evaluated current operational processes to help develop, implement and improve practices.
  • Conducted regular performance reviews for dispatch personnel, identifying areas for improvement and growth opportunities.
  • Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements.
  • Analyzed performance data to identify trends and develop strategies for improvement.

Home Care Specialist

Mr. Jerry
01.2017 - 08.2019
  • Delivered personalized in-home care with compassion and respect.
  • Committed to excellence despite short tenure in the field.
  • Assisted with activities of daily living including personal care, meal preparation, and mobility support.
  • Monitoring patient health and coordinating care with other healthcare providers
  • Establishing trust and building strong relationships with both patients and their families to ensure they felt supported
  • Providing compassionate, family-like care during challenging times
  • My time in this role reinforced the importance of genuine, individualized care, and I remain passionate about making a positive difference in the lives of those I serve
  • Provided companionship to elderly clients, engaging them in conversation and recreational activities to promote mental wellness.
  • Facilitated transportation to medical appointments, errands, and social events, ensuring punctual arrival and departure times.
  • Enhanced patient well-being by providing attentive and personalized home care services.

Office Production Assistant - SPFX

Atlanta Metro Studios | Big Valley Productions
08.2017 - 12.2017
  • Performed various clerical tasks to maintain efficient daily operations on set.
  • Executed administrative tasks efficiently.
  • Streamlined crew efforts by facilitating timely access to required resources.
  • Coordinated pick-ups to maintain the production schedule.
  • Enhanced operational efficiencies within the film's production process.
  • Enhanced departmental collaboration to optimize production activities.
  • Boosted efficiency using Microsoft Office Suite for document creation, data analysis, and presentations.
  • Ensured timely completion of tasks with effective scheduling and prioritization.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Demonstrated adaptability in handling various production roles as needed, enhancing versatility within the team.

Assistant Project Manager/ Distribution Clerk

Sugar Foods Corporation
01.2014 - 01.2015
  • Oversaw seamless processing of RA documents and managed receipt logistics for returned items.
  • Resolved past-due OSD/RA's and Wendell Reports, eliminating backlog.
  • Enhanced team effectiveness by organizing and conducting Alchemy training sessions with the Project Manager.
  • Carried out administrative tasks meticulously, improving workflow for Distribution Manager.
  • Diligently followed up with responsible parties for timely resolutions.
  • Administered postal activities and achieved project goals, prioritized rapid replies to inquiries.
  • Optimized storage and operational effectiveness by partnering with the rework team to transfer items out of the rework zone.
  • Resolved overage, shortage, and damage problems through thorough analysis and solution implementation.
  • Ensured client satisfaction through consistent communication, providing updates on progress and addressing concerns promptly.
  • Planned, monitored and analyzed project costs to meet financial goals.
  • Managed subcontractor relationships effectively to ensure quality workmanship within deadlines and budgets.
  • Monitored and tracked project metrics and collected data to share with project members.
  • Aided in achieving project objectives through diligent monitoring of timelines, milestones, and deliverables.
  • Played a key role in resolving conflicts between team members or stakeholders that could potentially delay projects or increase costs.
  • Enhanced team collaboration through regular meetings, clear communication, and shared goalsetting.
  • Generated weekly and monthly status reports for helpful progress tracking.
  • Strengthened relationships with vendors to secure favorable pricing on supplies while ensuring high-quality products were consistently delivered on time.
  • Ensured project compliance with industry standards and regulations, mitigating potential legal issues.

Onsite Recruiter / On-Site Branch Manager

Advantage Resourcing - Technical Staffing
01.2013 - 01.2014
  • Achieved 2nd place nationally in the company’s onsite recruiter challenge.
  • Oversaw recruitment process from sourcing to retention for management staff.
  • Established successful partnerships with prospective clients for superior staffing solutions.
  • Managed workforce separations and conducted exit interviews to maintain quality standards.
  • Developed strategies to enhance retention through employee recognition efforts.
  • Facilitated development programs targeting performance improvement.
  • Managed daily employee supervision to enhance operational efficiency.
  • Analyzed monthly KPI reports to assess staffing efficiency and identify areas for improvement.
  • Oversaw background screening and substance testing procedures.
  • Conducted comprehensive oversight of payroll functions including data entry and submissions.
  • Ensured compliance with EEO, ADA, and affirmative action laws, maintaining up-to-date knowledge of employment regulations.
  • Conducted in-depth interviews (phone and in-person) to identify the best candidates for various roles.
  • Conducted thorough background checks on prospective employees, maintaining a high quality pool of temps for the client.
  • Maintained compliance with federal, state, and local employment laws throughout the entire recruiting process.
  • Coordinated interview schedules between candidates and hiring managers, ensuring minimal disruption to daily operations.
  • Provided support during onboarding process for new hires, ensuring smooth transitions into their roles within the organization.
  • Reduced time-to-fill rates by proactively building a pipeline of qualified candidates through networking events and professional connections.
  • Partnered with external agencies when needed to supplement recruitment efforts for specialized or hard-to-fill positions.
  • Identified areas for improvement in recruitment strategies by analyzing data and metrics related to candidate sourcing, selection, and retention.
  • Offered guidance on best practices for resume writing and interviewing techniques during career fairs or workshops.
  • Assisted in the development of internal referral programs, increasing employee engagement in recruitment efforts.
  • Leveraged social media platforms for targeted outreach campaigns aimed at attracting passive candidates.
  • Developed strong relationships with hiring managers to better understand their staffing needs and identify top talent.

Relay For Life Committee/Team Member and Fundraiser

American Cancer Society - Relay for Life
01.2007 - 03.2012
  • Organized and executed recruitment, team motivation, and sponsor engagement.
  • Committed to supporting Relay for Life through fundraising and team representation.
  • Recognized by the American Cancer Society for significant contributions.
  • Contributed to team success by completing jobs quickly and accurately.

Customer Service Specialist

AirTran Airways
01.2006 - 01.2010
  • Responded to customer inquiries, complaints, and billing questions
  • Calmed angry callers, repaired trust, located resources for problem resolution
  • Provided quotes, corrected errors, and executed online policy changes
  • Traced lost, delayed, or misdirected baggage for customers
  • Informed clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements
  • Promoted particular destinations, tour packages, and other travel services
  • Determined whether space is available on travel dates requested by customers, assigning requested spaces when available
  • Created and confirmed reservations for travel using Cisco operating systems and Company Matrix
  • Handled incoming calls in busy call center environment
  • Recognized for Exceptional Performance in Fraud Prevention & Customer Service Excellence
  • Awarded by AirTran Airways' Fraud Department for remarkable diligence in recognizing suspicious actions.
  • Provided top-tier support to passengers at AirTran Airways’ call center.
  • Excelled in providing exceptional customer service and handling challenging situations.
  • Acknowledged for excellent problem-solving capabilities.
  • Nominated by crew members and supervisors for AirTran Airways Excellence Award due to professionalism.
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.

Education

Valdosta State University -

Valdosta State University
01.2005

Skills

  • Dispatch management
  • Routing efficiency
  • Customer service
  • Work order management
  • Team leadership
  • Employee training
  • Performance monitoring
  • Vendor negotiation
  • Payroll administration
  • Scheduling coordination
  • Data analysis
  • Operational efficiency
  • Conflict resolution
  • Communication skills
  • Route planning
  • Workflow planning
  • Phone dispatch
  • Schedule coordination
  • Customer communication
  • Staff training and development
  • Fleet maintenance
  • Multiple project coordination
  • Employee performance reviews
  • Daily reports
  • Employee time records
  • Maintenance recordkeeping
  • Sales support
  • Budgeting and financial management
  • Labor cost control
  • Order data entry
  • Strong leadership
  • Route planning expertise
  • Fleet dispatching
  • Decision-making
  • Effective communications
  • Critical thinking
  • Prioritizing calls
  • Schedule management
  • Paperwork processing
  • Route planning and adjustment
  • Data entry
  • Quality control
  • Mentoring and coaching
  • Personnel monitoring
  • Creative thinking
  • Microsoft office
  • Updating logs
  • Customer relationship management
  • Delegating work
  • Dispatch recordkeeping
  • Training and development
  • Distance estimation
  • Records maintenance
  • Work crew dispatch
  • Work order preparations
  • Repair scheduling
  • Workload management
  • Strategy development
  • Dispatching field personnel
  • Regulatory compliance
  • Service vehicle dispatch
  • Equipment inspection
  • Performance assessments
  • Equipment needs assessment
  • Communication management
  • Cost determination
  • Call center software
  • Verifying coverage
  • Service planning
  • Customer file maintenance
  • Service coordination
  • Routing orders
  • Customer request management
  • Closing tickets
  • Resource monitoring
  • Service requests
  • Team work scheduling
  • Calendar and scheduling software
  • Message and work order transfer
  • Job specification review
  • Maintaining call metrics
  • Speech clarity
  • Database maintenance
  • 65 wpm typing speed
  • Equipment orders

Quote

“The key to great customer service is not just solving problems but creating positive experiences.”

Software

MS Office: Word, Excel, Outlook, Powerpoint, Access, onedrive, Teams

Google Drive: Docs, Drive, Forms, Gmail, Sheets

Spreadsheets: Excel, Google Drive, Open Office, pivot tables, vertical lookups, macros

Email: Outlook, Gmail, mail merge, filters, folders

Presentations: PowerPoint, Google Slides, Tableau, Keynote

Blogging: CSS, WordPress, SEO, content management, MailChimp, Google Analytics, LSA

Team collaboration: Dropbox, Slack, Zoom, Skype, Trello, Teams

Social Media Platforms: Facebook, Twitter, Instagram, LinkedIn, YouTube, TikTok, WhatsApp

Interests

Volunteer Work For My Local Community: Shelters, Soup kitchens, Gathering items for people affected by weather

Timeline

HVAC Dispatch Manager

AAction Air
09.2019 - Current

Office Production Assistant - SPFX

Atlanta Metro Studios | Big Valley Productions
08.2017 - 12.2017

Home Care Specialist

Mr. Jerry
01.2017 - 08.2019

Assistant Project Manager/ Distribution Clerk

Sugar Foods Corporation
01.2014 - 01.2015

Onsite Recruiter / On-Site Branch Manager

Advantage Resourcing - Technical Staffing
01.2013 - 01.2014

Relay For Life Committee/Team Member and Fundraiser

American Cancer Society - Relay for Life
01.2007 - 03.2012

Customer Service Specialist

AirTran Airways
01.2006 - 01.2010

Valdosta State University -

Valdosta State University

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Cortney Whitmire