Denise Algarin
Huntington Park,CA
Summary
Seeking a challenging yet rewarding role where I can use my 15+ years of Customer Service experience providing fast, accurate, and empathetic support to a wide range of customers.
Overview
20
20
years of professional experience
Work History
Senior Dispatcher / Router
Waste Management
08.2018 - Current
- Communicate back and forth with Waste Management Drivers to assist with problem resolution while on route for Residential, Commercial and Roll-off lines of business.
- Handle incoming service orders, directs drivers, and resolve service issues. Interact with customers that includes Waste Management Customer Service, Sales, and operational staff (i.e., Route Managers, Mechanics etc.).
- Use Waste Management proprietary software to manage same day ticket routing as well as preparing all routes for next day.
- Dispatch drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and customer satisfaction.
- Work with sites and service department to optimize routes based on the needs of our customers.
- Determine daily level of driver staffing to provide the best mix of responsiveness and productivity.
- Assign routes and service tickets to appropriate drivers throughout the day and for the next day; manage and determine route actions and ensure route completion.
- Handle incoming field calls and emails from Customer Service and Sales Department; manage requests for all pick-up or delivery on any container movement within Market area.
- Initiate communication to customers while drivers are on-site/location, resolving pick-up and other issues delaying service.
- Troubleshoot and resolve potential delivery and pick-up problems before they result in service issues.
- Ensure same-day service on missed pick-ups by managing the routing for all routes and tracking driver movement in the field.
- Directed dispatching, routing, and tracking of 20 + fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Answered phone calls and responded to customer emails.
- Assisted in resolving customer complaints and grievances.
Administrative Assistant /Customer Service Associate
Harrington Industrial Plastics
04.2017 - 05.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Handled customer inquiries and suggestions courteously and professionally
- Processed customer orders.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Assist customers with questions on products, tracking of shipments, process refunds, assist with customer complaints
- Greet vendors, customers, and guests
- Run sales reports
- Release sales orders
- Entered purchase orders
- General office duties; Order office supplies; Filing
Freight Coordinator/ Project Coordinator / Secretary
BMI – Beacon Management Inc
03.2011 - 11.2016
- Answered busy phones, transferred to the appropriate party, and took messages
- Screened phone calls for the President of the company
- Scheduled and arranged meetings and conference calls
- Arranged flight, hotel, and car rental accommodations for the President
- Greeted visitors, maintained the visitor’s log
- Organized safety meetings coordinated fire and earthquake drills
- General office tasks: scan, copy, fax, filing, data entry
- Received, open, sort and distribute US Mail
- Prepared and stamped outbound mail
- Negotiated freight rates, scheduled freight pickups / FTL & LTL, sent BOL’s
- Tracing of freight trucks, ETA’s and scheduled inbound delivery appointments
- Scheduled and organized outbound shipments and kept the warehouse informed of all inbound & outbound trucks
- Handled multiple projects for de-installation work in the field, ordered and shipped safety supplies, gaylord boxes, high security seals and super sacks as needed
- Dropped empty trailers for field crews & picked them up when full and ready
- Review and approved freight invoices or request necessary credits as needed
- Customer Service – Kept in touch with customers throughout the day to ensure their pickups went as easy & smooth as possible, relaying ETA’s any possible delays
- Purchasing – provided quotes to potential customers for their e-scrap material & scheduled LTL or FTL / Intermodal pickups as needed.
- Negotiated freight rates with carriers for international transportation of goods.
Dispatcher / Customer Service Associate
DocuSource
10.2007 - 01.2010
- Entered customer repair orders
- Kept customers informed of ETA’s, possible delays, and status of their parts orders
- Answered a switchboard phone system, transferred calls, took messages, and paged employees via overhead intercom
- Screened phone calls for the Executives
- Greeted visitors and maintained the visitors’ log
- Updated the company phone directory once per month
- General office tasks: scan, copy, fax, filing, adding funds to the postage machine
- Ordered Office supplies, Business Cards, Company Envelopes
- Received, opened, sorted, and distributed US Mail
- Prepared and stamped outbound mail
- Scheduled and arranged meetings, conference calls
- Arranged flight, hotel, and car rental accommodations for the Executives
- Dispatched Service Technicians via blackberry and traced the technicians
- Participated in the interview & selection process of Copier Technicians
- Processed and approved timesheets, expense reports, and time-off requests
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Monitored flow of paperwork and directed information to appropriate departments.
Service Counselor II / Customer Service Representative
Auto Club of Southern California
11.2003 - 09.2006
- Answered customer service calls in a call center environment
- Answered up to 100 calls per day
- Kept members informed on the driver's ETA
- Data Entry - Documented conversations between myself, the member, and our drivers
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Documented details for proper payment to the drivers such as: arrival and completion times
- Answered calls from CHP, Police Departments, and the California Relay Service & dispatched drivers to these open service calls
- Dispatched Service Technicians to our stranded members using landline fix site, CAD, mobile and radio equipment.
Skills
- MICROSOFT OFFICE: Word, Excel, and Outlook
- Data Entry
- Remote work
- Call Center Operations
- Problem-Solving Abilities
- Complaint Resolution
- Customer Relations
- Active Listening
- Prioritizing Calls
- Maintaining Call Metrics
- Account Updating
- Data Collection
- Professional Telephone Demeanor
- Computer Proficiency
- Prioritization
- Critical Thinking
- Customer Relationship Management (CRM)
- Database Maintenance
- Service Coordination
- Schedule Management
- Database Management
- Work Order Management
- Route Navigation
- Service Planning
- Dispatching Procedures
- Dispatching Field Personnel
- Administrative Support
- Document Control
Timeline
Senior Dispatcher / Router
Waste Management
08.2018 - Current
Administrative Assistant /Customer Service Associate
Harrington Industrial Plastics
04.2017 - 05.2018
Freight Coordinator/ Project Coordinator / Secretary
BMI – Beacon Management Inc
03.2011 - 11.2016
Dispatcher / Customer Service Associate
DocuSource
10.2007 - 01.2010
Service Counselor II / Customer Service Representative
Auto Club of Southern California
11.2003 - 09.2006