Dwanda Benjamin
Goose Creek,SC
Summary
Proven leader in high-stakes environments, adept at dispatch software and prioritizing calls to enhance operational efficiency. At State Serv LLC, spearheaded a scheduling system overhaul, boosting dispatch accuracy and customer satisfaction. Skilled in customer relations and decision-making, consistently achieving results through strategic planning and effective communication. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
35
35
years of professional experience
Work History
Dispatcher Coordinator
State Serv LLC
09.2021 - Current
- Improved customer satisfaction with timely and accurate dispatching of service requests.
- Enhanced dispatch efficiency by implementing a new scheduling system and optimizing routes.
- Provided exceptional customer service by addressing inquiries promptly and resolving issues efficiently while maintaining a professional demeanor.
- Coordinated schedules for multiple teams, ensuring optimal coverage during peak hours.
- Enforced safety procedures for all dispatched personnel, resulting in fewer accidents or incidents in the field.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Resolved conflicts between service providers or customers in a diplomatic manner to maintain positive relationships.
- Maintained detailed records of dispatched calls, resource allocation, and incident outcomes for reporting purposes.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Worked closely with personnel, customers, and contractors to resolve problems.
Assistant Manager
Decubex LLC/Merged Stateserv LLC
01.2019 - 09.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored team members to enhance professional development and accountability in workplace.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Administrative Clerk
Federal Law Enforcement Training Centers FLETC
08.2015 - 01.2019
- Entered data into system and updated customer contacts with information to keep records current.
- Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
- Input data and processed system change to generate accurate reports.
- Created and updated records and files to maintain document compliance.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
- Conducted research to assist with routine tasks and special projects.
- Contributed to project success by providing administrative support to various teams as needed.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Reviewed files, records and other documents to obtain information to respond to requests.
911 Emergency Dispatcher
Charleston County 911 Consolidated Dispatch Center
04.2013 - 10.2014
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Improved response times by efficiently prioritizing emergency calls and dispatching appropriate resources.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Reduced errors in dispatch procedures by maintaining accurate records of all emergency calls, resource allocations, and incident outcomes.
- Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
911 Dispatch Shift Supervisor
Town Of Mount Pleasant
05.2002 - 04.2013
- Implemented new policies procedures as needed based on lessons learned from past experiences or evolving industry standards ensuring the most effective approach possible within our emergency communications center.
- Developed and maintained strong relationships with local emergency service providers to ensure seamless cooperation during crisis situations.
- Maintained high-quality records management system to support ongoing operations as well as after-action reporting requirements.
- Ensured accurate information dissemination by maintaining up-to-date knowledge of jurisdictional maps, policies, and procedures.
- Adapted quickly to unexpected challenges or changes in workload demands while maintaining a calm demeanor under stress.
- Promoted an inclusive workplace culture that fostered collaboration among diverse employees across various shifts and roles.
- Served as a mentor and resource to junior dispatchers, fostering professional growth and development within the team.
- Implemented regular performance evaluations, providing constructive feedback to team members for continuous improvement.
- Assisted callers in emergency situations with appropriate information and support.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
Insurance Agent
Direct General Insurance Agency
01.2002 - 05.2002
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Educated clients on insurance policies and procedures.
- Met with customers to provide information about available products and policies.
- Analyzed customer needs to provide customized insurance solutions.
Insurance Agent
GEICO, Government Employees Insurance
11.1999 - 01.2002
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Analyzed risk factors to recommend appropriate coverage levels.
- Calculated premiums and established payment methods for sales.
- Collected premiums on or before effective date of coverage.
School Bus Driver
First Student Transportation
08.1997 - 06.2000
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
- Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
- Demonstrated strict adherence to safety regulations and traffic laws to safeguard passengers.
- Inspected emergency equipment and verified safe working order for student and driver use.
Enlisted Sailor
US Navy
05.1989 - 04.1995
- Collaborated with fellow service members from other branches during joint exercises, demonstrating adaptability and teamwork capabilities.
- Secured and protected military property, assets, and personnel.
- Improved team morale by consistently providing clear communication and implementing positive reinforcement strategies.
- Successfully completed multiple deployments in various regions worldwide, adapting to diverse environments and cultures while maintaining peak performance levels.
Education
No Degree - Engine Mechanics Electrical And Diesel Certificate
US Naval Technical Training
Millington, TN1989
High School Diploma -
Gordon H Garrett
Charleston, SC06.1988
Skills
Dispatch Software Familiarity
Route Planning
Incident Reporting
Prioritizing calls
Customer Relations
Data Entry
Work Order Management
Routing orders
Customer Relationship Management
Closing tickets
Decision-Making
Timeline
Dispatcher Coordinator
State Serv LLC
09.2021 - Current
Assistant Manager
Decubex LLC/Merged Stateserv LLC
01.2019 - 09.2021
Administrative Clerk
Federal Law Enforcement Training Centers FLETC
08.2015 - 01.2019
911 Emergency Dispatcher
Charleston County 911 Consolidated Dispatch Center
04.2013 - 10.2014
911 Dispatch Shift Supervisor
Town Of Mount Pleasant
05.2002 - 04.2013
Insurance Agent
Direct General Insurance Agency
01.2002 - 05.2002
Insurance Agent
GEICO, Government Employees Insurance
11.1999 - 01.2002
School Bus Driver
First Student Transportation
08.1997 - 06.2000
Enlisted Sailor
US Navy
05.1989 - 04.1995
No Degree - Engine Mechanics Electrical And Diesel Certificate
US Naval Technical Training
High School Diploma -
Gordon H Garrett
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