Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Felisha Oliver-Bailey

Woodbridge,VA

Summary

Proactive, highly motivated leader with demonstrated abilities in multitasking, time management, and workplace efficiency. Effective communicator able to translate complex concepts into clear and relevant information. Collaborative approach, promoting alignment and cooperation among staff and across departments. Agile problem solver, continuously monitoring operations to identify issues prior to workflow interruption. Extensive knowledge in telecommunication and dispatch systems management. Exceptional at motivating staff to achieve success and surpass corporate expectations. Energetic and maintaining a fast, professional, and friendly attitude.

Overview

17
17
years of professional experience

Work History

Scheduling Dispatcher

DMV Restorations
06.2023 - 07.2024
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Responsible for directing, dispatching, routing, and tracking of the entire fleet of vehicles on a daily basis.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Consistently met performance expectations for call handling, contributing to the overall success of the department.

Customer Service /Lead Dispatcher

Airplus AC, Heating, and Plumbing
05.2017 - 05.2020
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
  • Regularly presented findings to management, clearly communicating complex marketing data in an easily digestible format.
  • Wrote and sold service agreements and contracts
  • Advisor and assistant to the Technician Service Manager for daily tasks, strategic scheduling, and ordering parts.
  • Maintained technician maintenance schedules, training, and personal days


Dispatcher/Trainer

F.H. FURR Plumbing, Heating & Air Conditioning
01.2008 - 01.2014
  • Successfully on-boarded and trained 10 new hires for the dispatching department
  • Maintained the company's technician call board by updating the virtual software to assign areas in real time to avoid prolonged trips and rerouting conflicts, ensuring timely service for customers.
  • Resolved customer related concerns via telephone using industry standard de-escalation and selling techniques.
  • Streamlined communication between drivers, customers, and management for improved customer satisfaction.
  • Developed and implemented process enhancements to include the telephone scripts and the first ever dispatch handbook which covered closing out customer service calls, updating technicians’ information, processing payments, and scheduling appointments. This now serves as a model to guide incoming dispatchers during training.
  • Conducted follow-up calls to customers to ensure satisfaction with the technician and the service.

Education

High School Diploma -

Garfield High School
Woodbridge, Virginia

Skills

  • Customer Service
  • Adaptability
  • Time Management
  • Detail-Oriented Approach
  • Communication
  • Problem Resolution
  • Microsoft Office Suite (Word / PowerPoint / Excel)
  • Schedule Coordination
  • Route Navigation
  • Multitasking Abilities
  • Teamwork and Collaboration
  • Training and Development

Additional Information

Awarded the 2023 Outstanding Leaders in Community Service Award for local outreach and volunteer work for churches across the state of Virginia.


Recognizing the urgent need for a safe play area, I collaborated with the HOA President to establish a budget and coordinated with the HOA Director to select a vendor and construct a new playground for neighborhood children.

Timeline

Scheduling Dispatcher

DMV Restorations
06.2023 - 07.2024

Customer Service /Lead Dispatcher

Airplus AC, Heating, and Plumbing
05.2017 - 05.2020

Dispatcher/Trainer

F.H. FURR Plumbing, Heating & Air Conditioning
01.2008 - 01.2014

High School Diploma -

Garfield High School

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Felisha Oliver-Bailey