Heather Schaeffer
Orlando,FL
Summary
Transportation and customer service leader with a background in dispatch coordination, schedule management, and high-volume client communication. Supports VIP service, real-time routing changes, and team training while maintaining strong response times, service quality, and smooth daily operations. Brings a steady, detail-focused approach to client care, escalations, and day-to-day issue resolution in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Dispatcher / Customer Service
Bespoke Transportation
10.2023 - Current
- Coordinate transportation logistics and scheduling for high-profile and VIP clientele, ensuring timely and professional service.
- Monitor live flight activity, traffic conditions, and driver schedules to proactively adjust transportation plans and minimize delays.
- Communicate with drivers and clients to resolve service issues, schedule changes, and last-minute requests, enhancing service reliability.
- Manage high-volume inbound calls, emails, and chat communications, ensuring strong response times and high customer satisfaction.
- Train and onboard new team members on dispatch systems and operational procedures, improving overall team performance and service quality.
- Facilitate smooth daily operations to enhance team efficiency in a fast-paced environment requiring strong multitasking and problem-solving skills.
Dispatcher / Customer Service Lead
Sunshine Flyer
02.2021 - 09.2023
- Supervised customer service representatives and supported daily transportation and dispatch operations to enhance service delivery.
- Coordinated driver dispatching and monitored transportation schedules to ensure on-time service delivery.
- Responded to customer inquiries and escalations through phone, email, chat, and social media platforms.
- Coached and trained team members on customer service standards and operational procedures to improve team performance.
- Worked closely with operations teams to resolve scheduling conflicts, transportation delays, and guest concerns quickly and professionally.
- Oversaw quality assurance processes to maintain service excellence among 15+ agents and ensure customer satisfaction.
Cable/Field Service Dispatcher
Jaguar Technologies
Orlando, FL
03.2016 - 10.2020
- Coordinated field technicians for installations, repairs, and maintenance, ensuring timely service delivery and customer satisfaction.
- Managed real-time scheduling, optimizing technician assignments to enhance appointment efficiency and availability.
- Balanced technician workloads, routes, assignments, and equipment based on changing operational needs.
- Monitored technician locations and job statuses while responding to real-time changes via phone, chat, and email.
- Provided technical and operational support to field technicians while in the field.
- Resolved escalated customer and technician issues, ensuring prompt resolutions and maintaining service quality.
Lead Dispatcher
Mears Transportation
08.2008 - 04.2016
- Supervised daily transportation operations for approximately 20 employees and 150 drivers in a high-volume environment.
- Coordinated driver schedules, dispatch assignments, and operational coverage to enhance transportation service efficiency.
- Monitored transportation activity, providing timely updates to drivers, leadership, and customers.
- Assisted with resolving escalated service issues, scheduling conflicts, and operational emergencies in real time.
- Trained and supported dispatch team members on operational procedures and service expectations.
- Maintained operational efficiency and upheld customer service standards across transportation services.
Education
High School Diploma -
University High School
Orlando, FL06-1996
Skills
Timeline
Dispatcher / Customer Service
Bespoke Transportation
10.2023 - Current
Dispatcher / Customer Service Lead
Sunshine Flyer
02.2021 - 09.2023
Cable/Field Service Dispatcher
Jaguar Technologies
03.2016 - 10.2020
Lead Dispatcher
Mears Transportation
08.2008 - 04.2016
High School Diploma -
University High School