Gloria Wallace

• Managed incoming calls and routed them to relevant staff.
• Maintained organized filing systems for easy document retrieval.
• Assisted in preparing reports and presentations for management meetings.
• Scheduled appointments and coordinated meeting logistics to enhance staff productivity.
• Monitored office supply levels and initiated orders to maintain operational efficiency.
• Oversaw fleet operations to ensure efficient vehicle use and maintenance.
• Supported team by providing administrative assistance on various projects.
• Greeted customers and visitors in a professional manner.
• Answered incoming calls and routed to appropriate personnel.
• Responded to customer inquiries via phone or email promptly and courteously.
• Assisting Care Teams with clients with disabilities.
• Coordinated taxi dispatching to optimize driver routes and passenger pickups.
• Communicated effectively with drivers to ensure timely service delivery.
• Monitored traffic conditions to adjust routes and minimize delays.
• Handled customer inquiries and resolved issues with professionalism.
• Scheduled vehicle maintenance to ensure fleet readiness and safety.
• Trained new dispatchers on procedures and software usage effectively.
• Collaborated with management to improve operational efficiency and service quality.
• Managed large volume of phone calls while ensuring accurate data entry to support seamless communication.
• Assigned drivers to appropriate routes based on customer needs.
• Resolved customer complaints related to service issues or delays.
• Updated records of driver locations, delays, and cancellations.
• Monitored dispatch board and adjusted call priorities regularly based on caller needs.
• Coordinated with other dispatchers to ensure efficient delivery schedules were met.
• Supervised driver dispatching, route planning, and vehicle tracking for driving team.
• Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
• Provided timely updates to customers regarding their orders or requests.
• Maintained logs of all incoming calls and assigned tasks.
• Received and dispatched calls for emergency services.
• Ensured compliance with safety regulations and company policies.
• Participated in team meetings discussing changes in procedures or processes.
• Verified driver credentials prior to assigning them a route or task.
• Created daily reports detailing response times, call volumes, and other pertinent information.
• Trained employees on triaging and dispatching procedures to properly handle daily calls.
• Monitored radio frequencies to ensure proper communication between personnel in the field and dispatch office.
• Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
• Interacted with local law enforcement agencies when responding to incidents in progress.
• Conducted regular training sessions for new hires on proper protocols for handling emergency situations.
• Prepared daily work and run schedules.
• Advised personnel about accidents, weather conditions or other hazards.
• Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
• Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
• Managed daily office operations for a busy taxi service.
• Coordinated schedules for drivers and vehicles efficiently.
• Oversaw customer service interactions to ensure satisfaction.
• Trained new staff on operational policies and software systems.
• Handled vendor communications to secure necessary supplies.
• Maintained filing system for records, correspondence and other documents.
• Answered phone calls, responded to emails, routed mail and coordinated courier services.
• Managed office inventory and placed new supply orders.
• Monitored payments due from clients and promptly contacted clients with past due payments.
• Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
• Ordered supplies and equipment to maintain adequate inventory levels.
• Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
• Supervised staff members, organized schedules and delegated tasks.
• Implemented and maintained company protocols to facilitate smooth daily activities.
• Coordinated meetings, conferences, travel arrangements and department activities.
• Assisted in recruiting, onboarding and training new employees.
• Maintained confidential records relating to personnel matters.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Resolved customer complaints or answered customers' questions.
• Coordinated with other supervisors, combining group efforts to achieve goals.
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
• Discussed job performance problems with employees, identifying causes and issues to find solutions.
• Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
• Recruited, interviewed and selected employees to fill vacant roles.
• Recommended solutions related to staffing issues and proposed procedural changes to managers.
• Implemented departmental policies and standards in conjunction with management to streamline internal processes.
• Collaborated with management to align training programs with company goals.
• Engaged staff in role-playing scenarios to improve conflict resolution skills.
• Trained newly hired top talent to fill key positions and maximize productivity.
• Provided constructive feedback and positive reinforcement to keep trainees motivated.
• Explained goals and expectations required of trainees.
• Coordinated recruitment and placement of training program participants.
• Negotiated contracts with clients for desired training outcomes, fees or expenses.
• Operation of office while Administrative personnel was out of office or out of country sometimes for weeks.
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• Assisted clients in daily recovery activities and group therapy sessions.
• Collaborated with staff to develop individualized treatment plans for clients.
• Maintained accurate client records and documentation for progress tracking
• Completion of hours required for master's
• Switchboard Operator
• Clients assessment, intake, discharge, detox, insurance billing
• Working with courts, parole officers
• Disciplinary Team Decisions

• Facilitated communication between management and staff, enhancing service efficiency.
• Implemented policies to enhance
• customer satisfaction and service quality
• standards.
• Coordinated team meetings to address operational challenges and propose actionable solutions.
• Developed training materials for new employees focused on company procedures.
• Prepared hourly reports to monitor scheduling efficiency. in force management of schedules including assisting in calls in queue.
• Retention of dissatisfied customers, billing arrangements & disconnected phone service due to unpaid bills, daily reports
• Mentored junior staff, fostering a collaborative work environment and knowledge sharing.

Payroll, Data Entry Spreadsheets, operating system Sabra, Access, Microsoft Word, PowerPoint, Excel

• Supervised customer service team, ensuring quality and efficiency in all interactions.
• Trained new representatives on company policies and customer engagement techniques.
• Handled escalated customer issues, providing effective solutions and support.
• Monitored call center performance metrics to identify training needs and improvements.
• Developed scheduling plans to optimize workforce availability during peak hours.

• Answering phone call for customers in need of phone numbers & address information.
• Updated phone records of available phone numbers.
• Data reporting reports daily update reports