DENISE MORSE
Customer Service/ Senior Service Dispatch
Kansas City,MO
Summary
Accommodating Customer Service, Service Dispatch with 42 years of experience delivering solid customer care while enhancing relations. Strong interpersonal skills with talents for relating and empathizing with individuals of varying personalities and walks of life. Highly motivated and driven to achieve set goals and targets. Eagar to continue to learn and exceed.
Overview
41
41
years of professional experience
Work History
Senior Service Dispatch/Customer Service Representative
Stanley Black & Decker
08.1981 - 12.2022
- NE Hagan Road
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
- Listened to customers' questions and concerns to provide answers or responses
- Collected customer information and analyzed customer needs to recommend potential products or services
- Provided customers with updates and periodic statements on service developments and changes in trends
- Used [Software] to prepare memos, correspondence and reports
- Conducted surveys to determine customer opinion of products and services
- Assigned and designated job territories to customer care staff according to performance and history
- Offered free products or services to pacify irate or unsatisfied customers
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally.
Dispatcher Coordinator
Stanley Black & Decker
08.1981 - 12.2022
- NE Hagan Road
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials
- Directed dispatching, routing, and tracking of [Number] fleet vehicles
- Tracked delivery progress to identify possible delays and provide real-time updates to customers
- 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
- Closely monitored dispatch board to triage and prioritize over [Number] daily calls
- Processed invoices and payments for dispatched orders to provide proof of transaction
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts
- Minimized cost of operations by optimizing routes for drivers to align with budget
- Analyzed customer feedback and provided solutions to improve customer service
- Sent out drivers to assist [Number] hourly callers based on locations, needs and worker availability
- Generated reports to track deliveries and maintain proper records and documentation
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives
- Worked closely with personnel, customers, and contractors to resolve problems
- Motivated workers to exceptional performance through implementation of new strategies
- Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations
- Recommended measures to improve production methods, equipment performance and team operation and productivity
- Managed labor assignments and equipment allocations and met transportation, operations and production goals
- Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel
- Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance
- Reviewed orders, production schedules, blueprints and shipping or receiving notices and assigned work sequences and material shipping dates and destinations.
Branch Office Administrator
Honeywell, Inc/ Stanley Black
08.1981 - 12.2022
Decker
Lee's
Summit, MO
- Consulted with customers to resolve basic issues or direct to correct staff member
- Enter the password to open this PDF file.
Skills
- Scheduling
- Call Management
- Report Generation
- Complaint Resolution
- Consultative Sales
- Product Knowledge
- Account Updating
- Paperwork Processing
- Appointment Scheduling
- Data Entry
- Information Security
Accomplishments
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Timeline
No Degree - Biblical Studies
Hillsborough Community College
2023.10 - Current
Senior Service Dispatch/Customer Service Representative
Stanley Black & Decker
08.1981 - 12.2022
Dispatcher Coordinator
Stanley Black & Decker
08.1981 - 12.2022
Branch Office Administrator
Honeywell, Inc/ Stanley Black
08.1981 - 12.2022
Decker
Lee's
Education
No Degree - Biblical Studies
Hillsborough Community College
Tampa, FL 2023.10 - Current
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipWork Location
On-SiteRemoteImportant To Me
Healthcare benefitsWork-life balanceWork from home optionPersonal development programsPaid time offTeam Building / Company RetreatsCompany CulturePaid sick leaveFlexible work hours4-day work weekCareer advancement401k matchStock Options / Equity / Profit SharingWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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