Deanna Carranza
Long Beach,CA
Summary
Proven track record in enhancing customer service and operational efficiency, notably at Spectrum, through expert dispatch coordination and critical thinking. Excelled in roles requiring technical aptitude and customer relationship management, achieving significant improvements in user experience and system optimization. Demonstrated adaptability and a commitment to professional development, leveraging skills in database management and team collaboration.
Overview
7
7
years of professional experience
Work History
User Interviews
UX Research
Austin, TX
11.2023 - Current
- Provided valuable insights into customer needs by conducting user interviews and synthesizing feedback for the product development team.
- Managed access controls for sensitive data, ensuring only authorized users could access critical information.
- Assisted in developing technical documentation such as user guides or release notes for end-users'' better understanding of new features or updates.
- Assisted in developing user-friendly interfaces, improving overall user satisfaction and experience.
- Performed system analyses of established user equipment and proposed plans, providing in-depth data on discovered issues.
- Enhanced user experience by troubleshooting software and hardware issues for students and faculty members.
- Assisted in the development of a user-friendly database for genomic information, facilitating easier access for researchers.
- Collaborated with cross-functional teams to develop user-friendly software solutions for business needs.
Dispatcher RSC III
Spectrum
Van Nuys, CA
05.2017 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 150+ fleet vehicles.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- 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.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Stayed up-to-date on relevant industry trends and best practices through continued education and professional development opportunities.
- Analyzed customer feedback and provided solutions to improve customer service.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Implemented new software systems that improved efficiency within the dispatch center operations.
- Coordinated multi-agency responses effectively during large-scale incidents or natural disasters.
- Monitored and tracked dispatch communication systems.
- Utilized customer feedback to improve customer service.
- Provided customers with information on products and services.
- Monitored flow of paperwork and directed information to appropriate departments.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Education
No Degree - The Bits And Bytes of Computer Networking
Google IT Certification
Mountain View, CA05.2024
No Degree - Technical IT Fundamentals Certification
Google IT Certificate Program
Mountain View, CA12.2023
No Degree - Introduction To Cyber Security
Cal State Long Beach
Long Beach, CA03.2023
High School Diploma -
San Pedro High School
San Pedro, CA06.2004
Skills
- Prioritizing calls
- Customer Relations
- Dispatch Coordination
- Schedule Management
- Updating logs
- Route Planning
- Schedule Coordination
- Customer Relationship Management
- Route Navigation
- Routing orders
- Work Order Management
- Dispatching field personnel
- Database Maintenance
- Closing tickets
- Incident Reporting
- Database Management
- Technical aptitude
- Verifying coverage
- Critical Thinking
- Decision-Making
- Customer Service
- Microsoft Office
- Dispatch Recordkeeping
- Route Planning and Adjustment
- Call Center Software
- Regulatory Compliance
- Customer Request Management
- Team Work Scheduling
- Records Maintenance
- Calendar and Scheduling Software
- Distance Estimation
- Traffic Monitoring
- Service Vehicle Dispatch
- Message and Work Order Transfer
- 50 wpm Typing Speed
- FCC communication protocols
- Repair Scheduling
- Equipment Orders
Languages
Spanish
Full Professional
Timeline
User Interviews
UX Research
11.2023 - Current
Dispatcher RSC III
Spectrum
05.2017 - Current
No Degree - The Bits And Bytes of Computer Networking
Google IT Certification
No Degree - Technical IT Fundamentals Certification
Google IT Certificate Program
No Degree - Introduction To Cyber Security
Cal State Long Beach
High School Diploma -
San Pedro High School