Nancy Wilkinson
Port Saint Lucie,FL
Summary
Result-driven and dedicated dispatcher with over 10+ years of experience in strong problem-solving and time management skills. Proven ability to manage high-stress situations while ensuring effective communication between field technicians and customers. Contributing to improved service delivery and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Dispatcher
Drain to Drain
Jupiter, FL
03.2024 - 04.2026
- Coordinated daily schedules for service calls, optimizing route efficiency and minimizing response times.
- Managed communications between field technicians and customers, ensuring timely updates and issue resolution.
- Utilized dispatch software to track vehicle locations, enhancing operational visibility and resource allocation.
- Trained new dispatch team members on system use and procedural protocols, improving team performance.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Dispatcher
Admiral Plumbing, Heating And Cooling
West Palm Beach, FL
03.2015 - 03.2024
- Implemented process improvements that streamlined workflow and reduced scheduling conflicts among technicians.
- Developed standardized procedures for emergency response scenarios, increasing overall readiness and effectiveness.
- Analyzed service data to identify trends, informing strategic decisions for resource management and staffing needs.
- Led regular team meetings to discuss performance metrics, fostering a culture of continuous improvement among staff.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
Education
High School Diploma -
North Miami High School
Miami, FLSkills
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
- Dispatch software
- Stress tolerance
- Problem-solving
- Prioritizing calls
- Time management
- Closing tickets
Timeline
Dispatcher
Drain to Drain
03.2024 - 04.2026
Dispatcher
Admiral Plumbing, Heating And Cooling
03.2015 - 03.2024
High School Diploma -
North Miami High School