Erik Thompson
Summary
Experienced with coordinating transportation logistics and managing schedules effectively. Utilizes strong problem-solving skills to ensure timely deliveries and smooth operations. Track record of maintaining excellent communication with drivers and customers to resolve issues promptly.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
22
22
years of professional experience
Work History
Supervisor-Co-Owner
TEXAS FAIRFAX COMPANY
10.2018 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Frequently inspected production area to verify proper equipment operation.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Gathered, organized and input information into digital database.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Improved customer satisfaction ratings by consistently delivering high-quality products and services.
KEY ACCOUNT CUSTOMER SERVICE REPRESENTATIVE
SUNBELT RENTALS
03.2015 - 10.2018
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and concerns.
- Reduced response times for customer issues through proactive monitoring of account activity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Investigated and resolved accounting, service and delivery concerns.
- Developed customized solutions that catered specifically to the needs of high-value customers, leading to increased loyalty and repeat business.
- Nurtured long-term relationships with key clients through consistent communication and attentive service.
- Expedited order processing and fulfillment by coordinating effectively with logistics partners.
- Tracked sales trends within key accounts, providing valuable insights for future planning and forecasting efforts.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
DISPATCHER
SUNBELT RENTALS
08.2002 - 03.2015
- Enhanced dispatch efficiency by implementing a new scheduling system and optimizing routes.
- Trained new dispatchers on company procedures, software applications, and communication protocols.
- Provided exceptional customer service by addressing inquiries promptly and resolving issues efficiently while maintaining a professional demeanor.
- Developed strong working relationships with local emergency services to ensure smooth coordination during critical events.
- Conducted regular audits of dispatcher logs to ensure accuracy, accountability, and adherence to company standards.
- Contributed to the development of company policies regarding dispatch operations, ensuring compliance with industry regulations and best practices.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Improved customer satisfaction with timely and accurate dispatching of service requests.
- Maintained updated and detailed records of calls in physical and electronic database.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Directed dispatching, routing, and tracking of 7 fleet vehicles.
- Generated reports to track deliveries and maintain proper records and documentation.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Worked closely with personnel, customers, and contractors to resolve problems.
- Managed labor assignments and equipment allocations and met transportation, operations and production goals.
- Reviewed orders, production schedules, blueprints and shipping or receiving notices and assigned work sequences and material shipping dates and destinations.
- Collaborated with other departments to streamline processes and improve overall operational efficiency.
- Enforced safety procedures for all dispatched personnel, resulting in fewer accidents or incidents in the field.
- Coordinated schedules for multiple teams, ensuring optimal coverage during peak hours.
- Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
- Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Maintained detailed records of dispatched calls, resource allocation, and incident outcomes for reporting purposes.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Coordinated logistics for field units, optimizing routes for faster response times.
- Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
High School Diploma -
Haltom City High School
Haltom City, TX05-1987
Skills
- Decision-making
- Inventory control
- Processes and procedures
- Operations management
- Inventory oversight
- Safety protocols
- Quality control
- Logistics coordination
- Goal oriented
- Employee motivation
- Multitasking and organization
- Customer service
- Call center experience
- Dispatch coordination
- Updating logs
- Dispatching field personnel
- Coordinating urgent deliveries
Languages
Spanish
Limited Working
Timeline
Supervisor-Co-Owner
TEXAS FAIRFAX COMPANY
10.2018 - Current
KEY ACCOUNT CUSTOMER SERVICE REPRESENTATIVE
SUNBELT RENTALS
03.2015 - 10.2018
DISPATCHER
SUNBELT RENTALS
08.2002 - 03.2015
High School Diploma -
Haltom City High School
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