Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gavin Wilson

Wichita

Summary

Dispatch Manager at WANRack with a proven track record in workflow planning and vendor relations. Enhanced customer satisfaction through effective communication and process oversight. Skilled in technical troubleshooting and team building, successfully implemented KPIs that improved operational efficiency and accountability across departments.

Overview

11
11
years of professional experience

Work History

Dispatch Manager

WANRack
02.2024 - Current
  • Managed the customer scheduling and drop bury completion for the company.
  • Created processes to track KPIs and ensure success.
  • Managed both field tech and drop bury contractors to ensure they were given everything needed to get the job done.
  • Approved invoices and created a process to complete the transaction from company to contractor as it pertained to the work being completed in the field.
  • Established strong relationships with vendors, negotiating contracts that benefited both parties in terms of cost savings and reliability.
  • Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
  • Improved dispatch efficiency by implementing new scheduling and routing strategies.
  • Reported to leadership operational activities and maintained current records.

Interim Customer Experience Director

WANRack
09.2024 - 01.2025
  • Tasked with this role prior to company merger with Gateway after our current Customer Experience Director left the company.
  • Lead the Technical Support team, Field Tech Operations, and Trenchers during this transition.
  • Overviewed processes particularly on the field tech side to create KPIs and metrics to ensure success and accountability with the field tech department.

Technical Support Manager

Kwikom Communications
01.2021 - 02.2024
  • Tracked KPIs and created continuous improvement plans.
  • Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
  • Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
  • Collaborated with cross-functional teams to identify and resolve systemic product issues.
  • Streamlined support processes for improved efficiency and faster response times.
  • Mentored junior support staff, fostering a culture of collaboration and learning within the team.
  • Analyzed and developed service goals for in-bound call center.
  • Improved customer relationships through proactive communication and follow-ups on resolved issues.
  • Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
  • Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
  • Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for staff members.

Technical Support Representative

Kwikom Communications
09.2019 - 01.2021
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.

Nickel Plater

Precision International
11.2018 - 08.2019
  • Maintained the Nickle Plating process for Oil barrels. (Big ones out in the oil fields driven into the ground.)
  • Would have to keep multiple 30ft bathing tanks at the perfect conditions to make sure the chemical bond would happen.
  • Base level of understanding of Chemistry
  • Lots of physical labor moving barrels from one tank to the next to ensure completion of the bond.

Ranch Hand

Wooden Spoon LLC
01.2017 - 10.2018
  • Mended fences in disrepair to prevent livestock from wandering off and to keep predators out.
  • Herded livestock using ATVs
  • Was thrown into the corral for vaccination time as the shoots we had weren't small enough for calves.
  • Maintained equipment and ranch structures.
  • Maintained with my Father around 150 head of cattle.

IT Technician

B&W Trailer Hitches
09.2014 - 12.2017
  • Maintained office PCs, networks and mobile devices.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
  • Established our first workflow software, worked with multiple departments to get an understanding of what they needed and created said workflow for the company.

Education

High School Diploma -

Iola High School
Iola KS
05-2012

Skills

  • Workflow planning
  • Route planning
  • Phone dispatch
  • Customer communications
  • Technical troubleshooting
  • Vendor relations
  • Escalation management
  • Process oversight
  • Operations oversight
  • Customer support
  • Training and mentoring
  • Team building

Timeline

Interim Customer Experience Director

WANRack
09.2024 - 01.2025

Dispatch Manager

WANRack
02.2024 - Current

Technical Support Manager

Kwikom Communications
01.2021 - 02.2024

Technical Support Representative

Kwikom Communications
09.2019 - 01.2021

Nickel Plater

Precision International
11.2018 - 08.2019

Ranch Hand

Wooden Spoon LLC
01.2017 - 10.2018

IT Technician

B&W Trailer Hitches
09.2014 - 12.2017

High School Diploma -

Iola High School

Similar Profiles

CREATE PROFILE