Hi, I’m
Dorothy Balmyre
Bensalem,PA
Summary
Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
9
years of professional experience
Work History
Last Mile Delivery - Amazon (HYBRID)
Operations Manager
07.2018 - 10.2024
Job overview
- Digital Communications & Collaboration, Utilize ChatGPT to enhance communication with customers, providing instant responses and resolving common queries
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Improved on-time delivery rate by 15% within the first six months
- Boosted staff productivity by 20% through targeted training programs and performance incentives.
- Decreased customer complaints by 25% through enhanced driver training and route optimization.
Last Mile Delivery
Lead Dispatcher
07.2018 - 08.2020
Job overview
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Trained a number new employees in various procedures and gave feedback on daily work performance to increase productivity and customer satisfaction by 95%.
Cenlar Mortgage Services (REMOTE)
Customer Service Lead
10.2016 - 06.2018
Job overview
- Oversee the customer service team, ensuring high-quality support for clients throughout the mortgage process.
- Data Entry, Email & Chat Support
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Respond to customer inquiries via email or chat in a timely
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Achieved a 95% first-call resolution rate by implementing new training protocols for customer service reps.
- Increased customer satisfaction (CSAT) scores by 20% over a one-year period
Cenlar Mortgage Services
Customer Service Professional
09.2015 - 11.2016
Job overview
- Educate customers on available loan servicing tools and digital account management options.
- Help resolve issues related to late payments, loan modifications, and payment plans.
- Successfully resolved 85% of customer complaints within 24 hours, reducing resolution time by 20%.
- Maintained a 98% accuracy rate in providing loan balance and payment information.
Education
DeVry UniversityNorth Brunswick, NJ
Bachelor of Arts in Business Administration/Project Management
05-2014
Skills
- Team Leadership
- Copilot
- Ability to work independently
- Transcribing
- ChatGPT
- Proofreading
- Product Knowledge
- Business Planning
- Incidents management
- Performance monitoring
- Inventory Management
- Data Entry
Timeline
Lead Dispatcher
Last Mile Delivery
07.2018 - 08.2020
Operations Manager
Last Mile Delivery - Amazon (HYBRID)
07.2018 - 10.2024
Customer Service Lead
Cenlar Mortgage Services (REMOTE)
10.2016 - 06.2018
Customer Service Professional
Cenlar Mortgage Services
09.2015 - 11.2016
DeVry University
Bachelor of Arts in Business Administration/Project Management
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