Dawn Morgan
Las Vegas,NV
Summary
Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects. Well-qualified Office Supervisor with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Sharp Office Supervisor with strong background in logistics and transportation management. Adept at delivering exceptional customer service with knack for making quick decisions. Strategic and committed to keeping safety as highest priority. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Office Supervisor position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
28
28
years of professional experience
Work History
Dispatcher
Insurance Auto Auctions, IAA
09.2020 - Current
- Primary support for an Auto-Insurance Claims Auction company Main Point of Contact for the Company for Customers, Insurance Companies and Vendors Patiently respond to and resolve any customer complaints over the phone or in person while building positive customer or vendor relationships Promptly research and respond to inquiries via email Handled relocation of inventory Coordinated with the Yard personnel in relocating vehicles, retrieving personal effects from a vehicle and capturing vital information of the inventory Prepare each auction by generating and uploading auction list information onto the laptops, setting up the Audio/Video equipment to live stream the auction over the internet, connect the auction bus to the internet Directly interact with the independent auctioneer, represent the companies interests and build positive working relationships Track and advise the auctioneer of any and all bids via internet that come in during the live auction Prepared, Process and complete all title work with the NV DMV regarding all vehicles, to ensure
- There were no fraudulent practices Registered new clientele by collecting licenses, money, making the buyers badges, and processing
- Data Verify and update buyer demographic and other information & communicate all new documentation to corporate through the system and fax Functioned as Acting Manager during any management absence Count employees cash drawers, prepare reports for each deposit, handled petty cash Collected money from Buyers, Tow companies, Bank Repos & Owner retains Monitored & Ordered all office supplies and equipment supplies regularly Cross-trained in all other positions to regularly function in any capacity throughout the company Efficiently dispatched vehicles for insurance companies and police department Actively participated in receivable of new auction inventory in conjunction with another department Meticulously entered all expenses for the company through the database & in General Ledger journal entries Reconcile invoices, identify and correct all discrepancies to save the company money Contact the vendors regarding any errors Performed accounting for all the vendors Paid any and all enhancements by vendor to the vehicles in order to sell
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Reported to senior management on organizational performance and progress toward goals.
- Delivered performance reviews, recommending additional training or advancements.
- Evaluated employee records and productivity and submitted evaluation reports.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Improved response times by efficiently prioritizing and dispatching emergency calls.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Stayed up-to-date on relevant industry trends and best practices through continued education and professional development opportunities.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Minimized potential conflicts between responding units by actively monitoring resources allocation.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of fleet vehicles.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Maintained updated and detailed records of calls in physical and electronic database.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Generated reports to track deliveries and maintain proper records and documentation.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Closely monitored dispatch board to triage and prioritize over daily calls.
- Sent out drivers to assist hourly callers based on locations, needs and worker availability.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Monitored and tracked dispatch communication systems.
- Scheduled deliveries and pickups according to customer needs.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Communicated with customers to provide delivery updates and resolution.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Scheduled and organized delivery routes.
- Received new orders, prepared documentation, and assigned personnel.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Tracked and monitored vehicle performance and maintenance.
- Monitored flow of paperwork and directed information to appropriate departments.
- Provided customers with information on products and services.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders.
- Managed customer accounts and invoicing.
- Utilized customer feedback to improve customer service.
- Developed and implemented customer service policies and procedures.
Office Supervisor
Insurance Auto Auctions Inc.
08.2011 - 09.2020
- Streamlined office operations by implementing efficient filing systems and workflow processes.
- Enhanced staff productivity with consistent performance evaluations and regular feedback.
- Reduced operational costs through careful budget management and resource allocation.
- Ensured timely completion of projects by monitoring deadlines and setting clear expectations for team members.
- Boosted overall office efficiency with appropriate task delegation and workload distribution.
- Facilitated smooth communication between departments, promoting collaboration and problem-solving efforts.
- Maintained a clean, organized, and professional office environment to support maximum productivity.
- Managed daily schedules, appointments, and meetings for upper-level executives to ensure optimal time management.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Oversaw the onboarding process for new employees, ensuring proper training was provided for seamless integration into the team.
- Developed strong working relationships with vendors to negotiate favorable contracts for office supplies and services.
- Implemented effective employee recognition programs that increased morale and motivation within the team.
- Evaluated current office procedures, identifying areas for improvement, and implemented necessary changes to optimize workflow efficiency.
- Resolved personnel issues quickly by mediating conflicts and fostering open communication among team members.
- Organized company events such as holiday parties or team-building activities to promote camaraderie within the workplace environment.
- Assisted in recruiting top talent by conducting interviews, reviewing resumes, and making hiring recommendations to upper management based on candidate qualifications.
- Upheld strict confidentiality standards when handling sensitive information or documentation.
- Supported a positive work culture that prioritized teamwork, professionalism, continuous learning opportunities.
- Contributed to long-term business growth strategies by providing insightful suggestions during planning sessions.
- Ensured compliance with federal regulations regarding labor laws, taxes, payroll processing while maintaining accurate records.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Updated reports, managed accounts, and generated reports for company database.
- Worked on inventory and supply use procedures to enhance efficient and economical use of equipment and supplies.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
- Standardized office structures and processes to promote collaboration and increased performance.
- Prepared agendas and took notes at meetings to archive proceedings.
- Created, prepared, and delivered reports to various departments.
- Provided materials preparation, notes and minute taking for meetings.
- Delivered performance reviews, recommending additional training or advancements.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Created, maintained and updated filing systems for paper and electronic documents.
- Reported to senior management on organizational performance and progress toward goals.
- Coordinated special projects and managed schedules.
- Managed office operations while scheduling appointments for department managers.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Maintained computer and physical filing systems.
- Evaluated employee records and productivity and submitted evaluation reports.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Kept high average of performance evaluations.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Completed bi-weekly payroll for 6 employees.
- Interceded between employees during arguments and diffused tense situations.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Customer Service Representative III
Insurance Auto Auctions Inc.
01.2008 - 08.2011
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Developed and updated databases to handle customer data.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Cross-trained and backed up other customer service managers.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented and developed customer service training processes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Accounts Payable/Receivable Clerk
B&E Auto Auction
03.1996 - 01.2008
- Reimbursed any buyer regarding any missing items or misrepresentation of sell Regularly emailed vendors and Corporate A/R in reconciliation for monthly invoices Performed weekly reports to reconcile all outstanding invoices and contact vendors regarding outstanding invoices Process and reconciling weekly & monthly A/R deficits for Branch Manager to review Intake new vehicle assignments via: phone, fax, email, or in person to pick up incoming inventory Verify if vehicle is released, approved to pick up per insurance companies and approve all charges to pay Extremely high-volume data entry, Handle all incoming payments
- Did Daily Deposits
- Entered into system, excel worksheets and taken daily to the bank-physically.
- Handled large quantities of cash Maintained a petty cash drawer for whole facility Maintained all 8300 tax forms Issued all checks out of quick book program , Signed all outgoing checks for all transactions Entered Data regarding payments Kept weekly journal report of outstanding balances by buyers Called & emailed all invoices and statements that were outstanding, Paid all incoming invoices, adjustments, vouchers and all COD’s Worked directly with owners regarding financial decisions Maintain confidentiality of employee information & records Reconcile & issue payment for Employee benefits, complete forms for benefit additions, & changes Prepare outgoing mail and answers correspondence, in addition to Handle phone calls Maintained all log books and all tow invoices for the Towing Department
Education
ASL 1, 2 & 3 - Deaf Studies
College of Southern Nevada
Las Vegas, NV06.2010
High School Diploma -
Basic
Henderson1991
Skills
- RELATED SKILLS
- Title Work
- Registered as a Public Notary
- Anger Diffusion of difficult situations
- Purchasing and tracking of inventory and
- Supplies
- Preparing Journal Entries
- Handling large amounts of money
- Leadership
- American Sign Language
- Microsoft Outlook
- Microsoft Access
- Dispatching Field Personnel
- Microsoft Windows
- Customer Relationship Management
- Schedule Coordination
- Routing Orders
- Microsoft Excel
- Prioritizing Calls
- Closing Tickets
- Database Maintenance
- Updating Logs
- Training New Hires
- Communication Equipment Operation
- Service Planning
- Adjusting Routes
- Database Updates
- Delegating Work
- Fleet Dispatching
- Active Listening
- Processing Orders
- Vehicle Dispatch
- Judgment and Decision-Making
- Navigation Support
- Complex Problem-Solving
- Work Order Generation
- Coordinating Urgent Deliveries
- Critical Thinking
- Personnel Monitoring
- Reading Comprehension
- Delivery Support
- Assisting Dispatch
- Dispatching Workers
- Time Management
- Equipment Location Identification
- Driver Support
- Creative Solutions
- Track Shipments
- Effective Communication
- Customer File Maintenance
- Accounts Payable and Accounts Receivable
- Special Requests
- Management Advisement
- Recordkeeping Requirements
- Customer Service
- Electronic Communication
- Dispatch Release Documents
- Call Center Software
- Service Requests
- Message and Work Order Transfer
- Calendar and Scheduling Software
- Statistics
- Monitoring
- Negotiation
- Programming
- Troubleshooting
- Instructing
- Service-Orientation
- Microsoft Word
- Train Employees
- Management of Personnel Resources
- Transportation Methods
- Maintain Records
- Work Order Preparations
- Team Guidance and Direction
- Driver Relations
- Operation Monitoring
- SAP
Timeline
Dispatcher
Insurance Auto Auctions, IAA
09.2020 - Current
Office Supervisor
Insurance Auto Auctions Inc.
08.2011 - 09.2020
Customer Service Representative III
Insurance Auto Auctions Inc.
01.2008 - 08.2011
Accounts Payable/Receivable Clerk
B&E Auto Auction
03.1996 - 01.2008
ASL 1, 2 & 3 - Deaf Studies
College of Southern Nevada
High School Diploma -
Basic