Summary
Overview
Work History
Education
Skills
Timeline
Generic

AYESIA MARIE ALLEN

Union City,GA

Summary

CUSTOMER OPERATIONS PARTNER | ACCOUNT COORDINATOR | LOGISTICS SUPPORT

Customer operations professional with 10+ years experience in dispatch coordination, customer success, and logistics oversight. Proven ability to support strategic accounts, manage SLAs, and collaborate cross-functionally to resolve operational issues and enhance service delivery. Technically proficient in MS Office, Hexagon, and Salesforce.

Overview

13
13
years of professional experience

Work History

Communication Center Coordinator

Atlanta Airlines Terminal Company
02.2023 - Current
  • Serve as primary point of contact for operational requests across multiple departments, ensuring seamless coordination and resolution of high-priority issues.
  • Monitor and record all service requests via phone, email, chat, and radio, ensuring full lifecycle tracking through completion.
  • Generate, track, and dispatch work orders using Hexagon software, supporting compliance with internal SLAs.
  • Collaborate cross-functionally with concessions, vendors, and maintenance to ensure timely delivery of services.
  • Maintain high standards of customer service and proactive communication across teams.

Insurance Claims Processor

State Farm
02.2019 - 06.2021
  • Supported customer satisfaction and retention by processing auto claims and managing complex inbound service inquiries.
  • Maintained 95%+ satisfaction rating while managing a high volume of calls, chats, and emails.
  • Collaborated with agents to deliver fast claim resolutions and customer updates.
  • Flagged trends in escalated issues, escalating as needed to specialized units for resolution.

Dispatch Account Coordinator

Emcor
10.2016 - 04.2018
  • Managed work order dispatch and scheduling for multiple large-scale client accounts, ensuring SLA adherence.
  • Acted as a liaison between 10+ corporate clients and field teams to ensure work was completed accurately and on time.
  • Supported preventative maintenance scheduling and assisted with billing coordination.
  • Provided white-glove customer support, managing escalations and urgent issues proactively.

Dispatcher Specialist

Waste Management
05.2014 - 10.2016
  • Oversaw real-time fleet operations and dispatch for waste collection across commercial accounts.
  • Coordinated with drivers and sales teams to fulfill daily work orders and special project needs.
  • Handled operational escalations and delivered fast resolutions via multiple communication platforms.

Dispatch Operations Specialist

Ericsson
12.2012 - 05.2014
  • Assigned and monitored daily work orders for field technicians and vendors.
  • Ensured on-time job completion through active schedule management and real-time updates.
  • Escalated technical issues and collaborated across departments to resolve high-priority service delays.

Education

Diploma -

Tri-Cities HS
East Point, GA

M.A. -

Sanford-Brown College
Atlanta, GA
06.2021

Skills

  • Strategic Account Coordination
  • SLA Compliance & Escalation Management
  • Dispatch & Scheduling Optimization
  • Operational Support & Issue Resolution
  • Stakeholder Communication
  • CRM Tools (Salesforce, Hexagon)
  • Data Tracking & Reporting
  • Project & Implementation Support
  • MS Excel, Outlook, PowerPoint, Zoom

Timeline

Communication Center Coordinator

Atlanta Airlines Terminal Company
02.2023 - Current

Insurance Claims Processor

State Farm
02.2019 - 06.2021

Dispatch Account Coordinator

Emcor
10.2016 - 04.2018

Dispatcher Specialist

Waste Management
05.2014 - 10.2016

Dispatch Operations Specialist

Ericsson
12.2012 - 05.2014

Diploma -

Tri-Cities HS

M.A. -

Sanford-Brown College

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AYESIA MARIE ALLEN