Haneefah Wilkes
Charlotte,NC
Summary
High performing Professional with over 10 years of experience, recognized for a strong work ethic and commitment to honesty and integrity. Demonstrates exceptional problem-solving skills and a positive attitude in high-pressure environments. Proven ability to embrace challenges while consistently delivering quality service and fostering customer satisfaction . Aiming to leverage extensive expertise to contribute to team success and drive operational excellence.
Overview
14
14
years of professional experience
Work History
Service Scheduling Agent
Ranstad Staffing Services
Charlotte, NC - Remote
06.2024 - Current
- Receive incoming calls designated as emergencies, analyzes the nature of the emergency, and determine the appropriate response.
- Dispatch emergency and same day service orders.
- Coordinate real-time assignments of critical work orders to ensure prompt technician engagement.
- Assist and support service technicians with addressing questions and help with resolving any issues.
- Maintain adherence to both company and regulatory standards.
- Ensure timely completion of every scheduled order commitment.
- Document essential information regarding emergency and service orders.
- Dispatch and manually assign 811 emergency locates to on call crew leaders.
- Track changes in computer systems to keep records current and accurate.
Intermodal Dispatcher
Service Transfer Inc
Charlotte, NC
09.2020 - 06.2023
- Procured long-term transit agreements with freight forwarders, logistic brokers and steamship lines, establishing longevity business.
- Tracked daily arrival records for inbound containers at both railway and port facilities.
- Addressed questions through calls and emails concerning pricing estimates, schedules, and shipping status.
- Updated the accurate pickup and delivery times of accepted loads using the company's internal dispatch system Trinium.
- Planned and managed each drivers' daily schedules for import and export operations.
- Prepared and distributed all required documentation for each dispatch.
- Processed and submit all loaded and empty rail billing.
- Assisted with accounts payable accounts, including invoicing completed loads and advising the customers of their final charges.
- Coordinated scheduling for pick-up and delivery appointments with the shipper and receivers.
Assistant Planner
Red Classic Transit
Charlotte, NC
06.2019 - 03.2020
- Aided planners with the execution of planned loads.
- Streamlined planning operations by organizing departmental tasks and providing essential assistance.
- Verified precise entry and entered and correct order of all schedules in TMW system.
- Identified discrepancies and policy violations in daily schedules; revised the schedules accordingly.
- Kept weekly Excel records of both operational and financial performances.
Assistant Dispatcher
Red Classic Transit
Charlotte, NC
10.2017 - 06.2019
- Managed a multi-line telephone within the operations console system, kept detailed and updated records of calls in physical and electronic databases.
- Attended to drivers through out their shift, assisting with any customer service needs.
- Monitored dispatch board and adjusted loads based off priorities.
- Checked drivers in at the start of their shift which included distributing of trip sheet and assigning of tractor keys.
- Finalized drivers weekly pay by updating all detention pay details adding any additional charges.
- Tracked commodity shipments by using Rand McNally and People Net systems confirming the loads were picked up and delivered by the expected time.
Roadside Customer Service Representative
Arise Virtual Solutions - Road America
Charlotte, NC - Remote
03.2013 - 05.2018
- Retrieved a large volume of inbound calls daily.
- Dispatched roadside services using the contracted providers within the call center network.
- Answered customers inquiries pertaining to insurance, membership benefit coverage and their policies.
- Leveraged multiple software tools to address customer issues.
- Provided status updates to customers calling after the initial request for services.
- Handled incoming calls for the initiation of property and accident insurance claims.
Reservation Agent - Interval International
Arise Virtual Solutions
Charlotte, NC - Remote
06.2011 - 03.2013
- Consulted customers on resort availability, amenities, and pricing.
- Guided guests in booking resorts via telephone.
- Processed credit card payments over the phone.
- Researched and resolved customer complaints.
- Deposited Timeshare weeks into the members accounts as requested.
Education
High School Diploma -
Harding University High School
Charlotte, NCSkills
- Superior planning and organizational skills, balancing work and team support
- High level of accuracy
- Customer relationship management
- Prioritization Skills
- Effective Solution Development
- Strong interpersonal communication skills
- Advanced Proficiency in Word and Excel
- Large volume call handling
Timeline
Service Scheduling Agent
Ranstad Staffing Services
06.2024 - Current
Intermodal Dispatcher
Service Transfer Inc
09.2020 - 06.2023
Assistant Planner
Red Classic Transit
06.2019 - 03.2020
Assistant Dispatcher
Red Classic Transit
10.2017 - 06.2019
Roadside Customer Service Representative
Arise Virtual Solutions - Road America
03.2013 - 05.2018
Reservation Agent - Interval International
Arise Virtual Solutions
06.2011 - 03.2013
High School Diploma -
Harding University High School
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