Jason McPherson
Brooklyn,NY
Summary
Well-qualified Dispatch/Customer Service Supervisor with excellent oral and written communication skills and background in sales and Freelance Writing. Highly proficient in building lasting relationships with key decision makers, customers and team members. I intend to be employed in a forward thinking and innovative organization with sound ethics, principles and practices. I'm ready to leverage my training and experience in the interest of the company.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Dispatch Supervisor
CAC 2000 Limited
Kingston, Jamaica
10.2015 - 12.2020
- Resolving customers’ complaints, while determining their true HVAC service needs and providing excellent value for money
- Monitoring inbound calls and scheduling of technicians/drivers assigned to customers
- Keeping detailed track of all available field personnel and all in-progress and completed calls
- Managing dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity
- Analyzing project and vendor data and compile information into presentations for internal purposes
- Determining number of man hours required to complete assignments after reviewing scope of each project
- Resolved service/scheduling issues that are escalated to my desk
- Winning and maintaining service contracts leading to a 120% growth of the service department
Dispatcher
CAC 2000 Limited
Kingston
07.2014 - 10.2015
- Directed dispatching, routing and tracking of [Number] fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 200 daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Received new orders, prepared documentation and assigned personnel.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
Customer Service Representative
Digicel Jamaica
Kingston, Jamaica
09.2013 - 02.2014
- Responded to customer requests for products, services and company information
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Solved customer related issues in real time
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Sales Associate
P. A. Benjamin Manufacturing Company Limited
Kingston, Jamaica
08.2006 - 12.2011
- Management of Kiosk at the Norman Manley
- International Airport
- Provided useful product guidance to assist customers with buying decisions
- Communicated product details and demonstrated benefits to connect with customers and complete sales
- Collaborated with senior executives to design and implement innovative objectives to market local products
- Asked appropriate open-ended questions to discover prospects' needs and requirements.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
Education
Associate's Degree - Business Administration
Excelsior Community College
Kingston, JamaicaHigh School Diploma -
St. George's College
Kingston, Jamaica06.2002
Skills
- Customer Service
- Customer support
- Repair Scheduling
- Message and Work Order Transfer
- Oral and Written Communication
- Service Requests
- Route Planning and Adjustment
- Interpersonal
- Microsoft Office
- Leadership
- Supervisory Management
- Contract Management
Websites
Accomplishments
- Elected CAC 2000 Ltd's Social Committee Chairman
Certification
Supervisory Management
Timeline
Dispatch Supervisor
CAC 2000 Limited
10.2015 - 12.2020
Dispatcher
CAC 2000 Limited
07.2014 - 10.2015
Customer Service Representative
Digicel Jamaica
09.2013 - 02.2014
Sales Associate
P. A. Benjamin Manufacturing Company Limited
08.2006 - 12.2011
Associate's Degree - Business Administration
Excelsior Community College
High School Diploma -
St. George's College