Dana Filmore
Columbus,OH
Summary
Professional dispatcher with extensive experience in logistics coordination and emergency response. Skilled in managing complex schedules, optimizing routes, and ensuring timely communication. Strong focus on team collaboration, reliability, and flexibility to adapt to changing needs. Proven track record of using critical thinking and problem-solving abilities to achieve results in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Ohio Lead Dispatcher
Goyette Mechanical
11.2023 - Current
- Assisted in resolving customer complaints and grievances.
- Maintained updated and detailed records of calls in physical and electronic database.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Monitored system performance and implemented improvements as needed, maintaining the highest level of service for clients.
- Directed dispatching, routing, and tracking of 100 fleet vehicles.
- Served as a liaison between drivers, clients, and internal teams to resolve issues or concerns quickly and effectively.
- Reduced errors in dispatch assignments by prioritizing accuracy and attention to detail in all tasks.
- Managed customer accounts and invoicing.
- Answered phone calls and responded to customer emails.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Preserved accurate records of dispatched orders, deliveries and receipts.
Dispatcher/Customer Service
Airecom Heating and Cooling
07.2022 - 11.2023
- Coordinated sales leads and calls
- Maintained database and ensured the delivery of premium service to commercial customers
- Communicated effectively with multiple departments to handle customer accounts and established strong relationships to gain support and effectively achieve results
- Entrusted to manage office in the supervisor's absence
- Provided timely, courteous and knowledgeable response to customer requests (e.g
- Booking of service calls, customer disputes, screened and transferred calls; and prepared new service and renewal service agreements and process service repair estimate
- Recruit, hire and help train new service technicians and office staff
- Place collection calls and collect payments from customers
- Earned excellent marks on performance reviews, with citations for excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service
Customer Service Team Lead
Ryder Last Mile
03.2020 - 04.2022
- Accountable for site Key Performance Indication (KPI)
- Working in collaboration with customer in all aspect of operations
- Meet regularly with team members collectively, as well as on an individual basis to monitor progress towards meeting objectives, track performance, coach and counsel as well as recognizing team and individual successes
- Cultivate team spirit with a Diversity and Inclusion initiative and promote cooperation by seeking opportunities to improve internal processes
Service Coordinator/ Fleet Manager
Mid Ohio Air Conditioning Corp
07.2016 - 09.2020
- Coordinated sales leads and calls
- Maintained database and ensured the delivery of premium service to commercial customers
- Communicated effectively with multiple departments to handle customer accounts and established strong relationships to gain support and effectively achieve results
- Entrusted to manage office in the supervisor's absence
- Provided timely, courteous and knowledgeable response to customer requests (e.g
- Booking of service calls, customer disputes, screened and transferred calls; and prepared new service and renewal service agreements and process service repair estimate
- Recruit, hire and help train new service technicians and office staff
- Place collection calls and collect payments from customers
- Earned excellent marks on performance reviews, with citations for excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service
Education
Skills
- Office Management
- Records Management
- Database Administration
- Spreadsheets
- Reports
- Sales
- MS Office
- SAWIN dispatching software
- Virtual Office Systems (VOS)
- Service Titan
- S2000 dispatching system
- Salesforce
- Dispatch Track
- Dispatching field personnel
- Delegating work
- Closing tickets
- Processing orders
- Adjusting routes
- Monitoring field personnel
- Scheduling expertise
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Dispatching procedures
- Dispatch coordination
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Ohio Lead Dispatcher
Goyette Mechanical
11.2023 - Current
Dispatcher/Customer Service
Airecom Heating and Cooling
07.2022 - 11.2023
Customer Service Team Lead
Ryder Last Mile
03.2020 - 04.2022
Service Coordinator/ Fleet Manager
Mid Ohio Air Conditioning Corp
07.2016 - 09.2020
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