GERALD B. MACK
Milford,CT
Summary
To find employment with a company that provides security, longevity, and chance for advancement. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
20
20
years of professional experience
Work History
Dispatcher/Customer Service Specialist
Vanguard Medical Service
01.2022 - 07.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Directed investigations to verify and resolve customer or shipper complaints
- Evaluated and adjusted over [Number] routes based on daily needs, available workers, traffic hazards and weather conditions
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards
Dispatcher
First Student
Stamford, CT
01.2021 - 01.2021
- Review and cover daily routes
- Update call outs and cover routes
- Answer customer calls
- Dispatch and track charters
- Update files with route changes
- Dispatch and track daily routes
- Closely monitored dispatch board to triage and prioritize over [Number] daily calls
- Directed dispatching, routing and tracking of [Number] fleet vehicles
Shift Supervisor
Stop and Shop
Danbury, CT
01.2018 - 01.2021
- Set weekly schedules
- Review routes received from corporate
- Maintain DOT and maintenance for fleet
- Assign Routes
- Dispatch and track deliveries
- Hire and train staff
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within
Head Dispatcher
Sheffield Express
Wallingford, CT
01.2017 - 01.2018
- Reviewing routes submitted from amazon
- Setting daily routes
- Contact sub contractor for dispatch
- Dispatch and follow up on daily routes
- Directed investigations to verify and resolve customer or shipper complaints
- Evaluated and adjusted over [Number] routes based on daily needs, available workers, traffic hazards and weather conditions
District Manager
General Linen Service
Stratford, CT
01.2013 - 01.2017
- Safety
- Responsible for daily inventories submitted to corporate office
- Supervising and training drivers
- Works along with customer service and finance
- Dispatching and tracking of daily routes
- Revitalized operations and realigned plans to better capture new opportunities and take advantage of changes in customer habits
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness
- Built positive and productive relationships with store and field leadership
Package Car Driver
United Parcel Service
Stratford, CT
01.2005 - 01.2013
- Daily delivery of parcels residential and commercial
- Completed inspections daily to identify needed upkeep on vehicles and document performance concerns
- Fostered positive working relationships with regular customers
- Minimized company liability and risks to loads by obeying traffic laws
Pro-Desk Supervisor
Lowes Home Improvement
Orange, CT
01.2002 - 01.2005
- Supervise and train staff
- Assist contractors in completing projects both residential and commercial
- Safety training
- Established relationships with guests to grow and retain client base
- Adjusted shift coverage when short-handed or due to staff absences
- Audited desk work for accuracy and consistency
Education
High School Diploma -
Frank Scott Bunnell
Stratford, CT06.1978
Skills
- Inputting Claims
- Customer service specialist
- Customer service skills
- Customer service-focused
- Scheduled services
- Daily reports
- Phone dispatch
- Fleet maintenance
- Employee time records
- DOT compliance
- Routing orders
- Dispatching field personnel
- Delivery policies
Additional Information
- MILITARY SERVICE , U.S.M.C. March 1982 - March 1986
Timeline
Dispatcher/Customer Service Specialist
Vanguard Medical Service
01.2022 - 07.2022
Dispatcher
First Student
01.2021 - 01.2021
Shift Supervisor
Stop and Shop
01.2018 - 01.2021
Head Dispatcher
Sheffield Express
01.2017 - 01.2018
District Manager
General Linen Service
01.2013 - 01.2017
Package Car Driver
United Parcel Service
01.2005 - 01.2013
Pro-Desk Supervisor
Lowes Home Improvement
01.2002 - 01.2005
High School Diploma -
Frank Scott Bunnell
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