Jeremy Daigle
Austin,TX
Summary
To obtain a full time position in or around Lafayette, LA with a chance of growing within the company and as an individual. I am self-motivated, a quick learner.
Overview
20
20
years of professional experience
Work History
Account Manager / Customer Experience
Dexcomm
06.2016 - 07.2023
- Provide consistent coaching and feedback to employees
- Manage accounts for high end customers, and many others
- Answer calls when the company is in need
- Supervise entire shifts to ensure optimal quality service, including remote agents and in-house agents
- Work closely with the IT and Programming departments to ensure our customer’s accounts are optimized, and make sure our agents are properly trained on individual accounts.
- Consistent contact with customers to make sure we are doing the best we can for them, and if not, figure out ways to make us more valuable to them however possible.
- Maintain constant communications with customers via phone calls and emails
- Work with the Training and Quality Assurance departments to ensure agents are familiar with new accounts that are onboarded
- Research issues from clients and do internal follow ups with agents
Dispatcher / Senior Logistics Coordinator
Furman Enterprises, Inc.
Lafayette, USA
08.2007 - 02.2016
- Dispatch throughout the United States and offshore from a central dispatch location.
- Obtain client information, such as the type of services needed, time needed, and information specific to the oil well site.
- Create, update, and close out job tickets.
- Handle multiple phone lines at one time
- Contact clients on oil rigs daily to maintain a tentative schedule of needed services.
- Ensure that the correct field engineers / trucks are dispatched to jobs by maintaining a truck rotation as they come in from and go out to jobs.
- If a client calls in for our services and there are no crews / trucks available, I would contact all crews on duty to determine the most effective use of resources.
- Ensure that all trucks/crews are properly equipped for specific client requirements.
- Maintain efficient communication with clients via phone and email
- Stay in constant contact with internal sales engineers via phone and email to keep all job tickets up to date
- Track employees/company equipment while on the road. Drivers are required to call in to start a 'journey management' upon departure and arrival to any destination.
- Communicate directly with employees on the road every 2 hours to ensure safety and that truck was on schedule.
- Assure that client’s requirements for 'rest time' were met before allowing departure.
- Initiate search procedure as defined by company policy if drivers do not call in every 2 hours.
- Verify with clients that the route to job location is clear of any weight, width, or hazardous material road restrictions.
- Monitor weather and report any necessary information to drivers.
- Set up Hot Shot/3rd Party transportation for employees.
- Monitor upcoming jobs to assure that all necessary personnel and equipment were scheduled to meet client’s requirements.
- Receive and log details and requirements for new jobs from clients, then disseminate that information to the proper personnel.
- Maintain efficient communication between field engineers and operations managers of all the different districts we dispatch for.
- Locate and re-route resources for upcoming jobs if they were unavailable at the shop that would be covering the job.
- Locate tools that are added to a job that is currently in progress.
- Call out personnel to offload trucks coming into different shops with equipment.
- Keep written records of all incoming and outgoing calls that occurred on my shift.
- (Schlumberger - central dispatch)
Dispatcher / Supervisor
Signal Communications
Lafayette, USA
11.2004 - 07.2007
- Obtain specific information from customers (i.e. where they’re located, the type of vehicle to be worked on, contact information)
- Determine an ETA depending on the current workload and locations of each technician in the area.
- Dispatch calls to technicians/locksmiths throughout the country.
- Handle multiple phone lines at one time, entering customer‘s information into PULSAR, the company‘s dispatching program.
- Answer all questions that dispatchers have and handle any issues from irate customers that were not satisfactorily resolved by others.
- Fill out employee time sheets and compare their call volumes to make sure production standards were met.
- Monitor employees for work quality or company policy violations and when necessary reprimand appropriately and properly document of all incidents during shift.
- Monitor and address any complaints about dispatchers from owners of different franchises and effectively address their issues with employees and assure that offenses were not repeated.
- Kept in constant contact with franchise owners throughout the country to ensure that dispatchers were communicating and cooperating with technicians/locksmiths, and maximum customer satisfaction was achieved.
- Communicated with most technicians nationwide to verify that all information was received via e-mail or verbally.
- Kept in frequent contact with different insurance companies and other account managers that handled roadside assistance.
- The job included working on phones, computers, and with maps. It also involved multitasking, leadership skills, customer service, and dispatch knowledge.
- (Pop-A-Lock Nationwide central dispatch Center)
Table Busser
Woods & Waters Restaurant
Lafayette, USA
06.2003 - 10.2004
- Job consisted of working as a team to ensure the customers optimal dining experience.
- I had to help keep the restaurant clean and make sure the customers stayed happy with every aspect of their meal.
Education
High School Diploma -
Acadiana High School
Lafayette, Louisiana05-2004
Skills
- Management/Supervisoritary
- Computer literacy
- Multitasking
- Customer Service
- Data Entry/Keyboarding (80 wpm)
- Teamwork
- Dispatching
- Communication
- Organization
- Prioritizing
- Problem solving
- Maintain Composure in High Stress Situations
- Fast Paced
- Self-Motivated
- Quick Learner
References
- Latoya Cole, 337-
- Rick Furman, 337-288-1627, Owner of F.E.I.
- Christina Venable, 337-501-6331, Manager at F.E.I.
- Monica Benoit, 337-280-8074, Manager at F.E.I.
Timeline
Account Manager / Customer Experience
Dexcomm
06.2016 - 07.2023
Dispatcher / Senior Logistics Coordinator
Furman Enterprises, Inc.
08.2007 - 02.2016
Dispatcher / Supervisor
Signal Communications
11.2004 - 07.2007
Table Busser
Woods & Waters Restaurant
06.2003 - 10.2004
High School Diploma -
Acadiana High School