Desiree L. Van Leuvan
San Jose,CA
Summary
Dynamic professional with extensive experience in dispatching and customer service within various industries. Proven track record in optimizing operations and enhancing service efficiency through exceptional problem-solving and meticulous attention to detail. Skilled in CRM software and adept at managing high-volume communications, ensuring client satisfaction and operational excellence.
Overview
13
13
years of professional experience
Work History
Dispatcher
Waste Connections / Green Team of San Jose
San Jose, CA
09.2021 - 12.2024
- Maintained constant communication with drivers via radio and digital platforms, providing critical updates from dispatch board and troubleshooting support to enhance service efficiency.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Ensured compliance with safety regulations and company policies.
- Collaborated with management to track and address driver performance concerns, implementing corrective actions that improved compliance and service standards.
- Performed administrative duties such as filing paperwork for DOT, updating databases, and preparing documents and work orders for review by management staff.
- Conferred with customers or supervising personnel to address questions, problems or requests for service or equipment.
- Handled road failure, weather conditions or other hazards and accident reporting, ensuring timely documentation, escalation, and resolution to minimize service impact.
- Interacted with local law enforcement agencies when responding to incidents in progress.
- Maintained updated knowledge through continuing education and advanced training.
Customer Service
Western Site Services Inc.
San Jose, CA
07.2019 - 04.2020
- Developed and implemented customer service policies and procedures to ensure standardization of customer service operations.
- Engaged in discussions with clients to understand needs, inform them about offerings and processed their orders.
- Generated accurate service proposals for clients.
- Delivered exceptional service while resolving complex concerns.
- Liaised with customers to provide logistics for drivers and coordinate delivery times.
- Optimized driver scheduling to ensure seamless daily operations, reducing service disruptions and improving on-time performance.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
Office Manager
Biota Tech Services Inc.
Santa Clara, CA
04.2017 - 04.2019
- Optimized travel itineraries for sales team to maximize productivity in client interactions.
- Offered support to management team through precise report preparation and verification for consistency.
- Negotiated contracts with customers, securing favorable terms and cost savings.
- Oversaw receiving and organizing correspondence, answering and forwarding calls, maintained filing system for records, creating business letters and other documents.
- Interviewed prospective employees and provided input to HR on hiring decisions.
VIP Desk
El Paseo Limousine
Santa Clara, CA
05.2012 - 10.2018
- Monitored and coordinated real-time dispatching for a high-volume commuter service, proactively addressing delays and route adjustments.
- Streamlined dispatch procedures, improving operational workflow and ensuring all routes were staffed with qualified drivers.
- Tracked and analyzed passenger count data, reconciling discrepancies and ensuring accurate reporting for service audits and end-of-month reconciliation.
- Delivered exceptional customer service by acting as a liaison between drivers, clients, and on-site representatives, ensuring smooth communication and issue resolution.
- Fostered exceptional interactions and cultivated trust leading to selection as primary scheduler for prestigious clientele.
- Mitigated and addressed customer dissatisfaction, creating favorable outcomes.
- Earned consecutive employee awards due to exceptional booking achievements.
Receptionist
Emerge Medi Spa & Wellness Center (closed)
Campbell, CA
08.2011 - 08.2013
- Ensured exceptional organization of equipment and supplies, confidential client and medical information and documents in accordance with company policy.
- Delivered outstanding service to affluent clientele ensuring their needs were met in addition to supervising front desk operations, promoting overall superior client satisfaction.
- Arranged comprehensive schedules for healthcare professionals and front desk team.
- Directed scheduling efforts to ensure successful oversight of all spa events.
- Processed payments and updated accounts to reflect balance changes.
Education
Associate of Arts - Medical Billing, Medical Assisting And Medical Front Office
West Valley College
Saratoga, CA01.2006
Skills
- Customer service expertise
- Meticulous attention to detail
- Creative problem solving
- High-volume multi-line phone and digital platform management
- Exceptional organizational and multitasking abilities
- Billing and collections management
- Appointment & driver scheduling
- Maintained accurate records
- Customer relationship management
- Excellent verbal and written communication skills
- Thrive in a fast-paced environment
- Microsoft Office Suite
- CRM software and database management tools
Accomplishments
- Awarded Top Customer Service Rep at El Paseo Limousine (2015-2017)
Timeline
Dispatcher
Waste Connections / Green Team of San Jose
09.2021 - 12.2024
Customer Service
Western Site Services Inc.
07.2019 - 04.2020
Office Manager
Biota Tech Services Inc.
04.2017 - 04.2019
VIP Desk
El Paseo Limousine
05.2012 - 10.2018
Receptionist
Emerge Medi Spa & Wellness Center (closed)
08.2011 - 08.2013
Associate of Arts - Medical Billing, Medical Assisting And Medical Front Office
West Valley College
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