Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Joshua LaFleur

Novi

Summary

I am an experienced dispatcher with strong background in on road pickup and delivery operations. Adept at delivering exceptional customer service even while making quick decisions. Strategic and committed to keeping safety as a highest priority.

Well versed in coordinating on road operations and managing schedules effectively. Utilizes strong problem-solving skills to ensure timely deliveries and smooth operations. Track record of maintaining excellent communication with drivers and customers to resolve issues promptly.

I pride myself in being flexible and thinking quickly on my feet.

Overview

17
17
years of professional experience

Work History

Dispatcher

FedEx Express
10.2016 - Current
  • Manage high-stress situations calmly and effectively, ensuring timely communication.
  • Communicate with drivers and management to coordinate timely pickup and delivery service.
  • Manage customer needs and balance them with business constraints and capabilities.
  • Track assignment and control workload of on-call pickups to both morning and afternoon routes.
  • Provide reporting of pickup failures to give clear picture of what happened so drivers can be coached to provide better service.
  • Lead representative in setting up new regular pickups.

Senior Customer Service Agent

FedEx
09.2008 - 10.2016
  • Handler customer interaction both in person and on over the phone.
  • Served as a contact for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Responsible for packages returning to station for additional attempt on the next day.
  • Manage driver equipment.

Education

High School Diploma -

Woodhaven High School
Woodhaven Mi
05-2004

Skills

  • Service Excellence
  • Effective Time Management
  • Collaborative Decision-Making
  • Effective Listening
  • Adaptability in High-Stress Situations

Accomplishments

  • Complete overhaul of Toledo, Lansing, and Jackson Automatic Dispatching System. Updating a total of 312 zip codes and implementing auto dispatch for 90% of routes across all three station. 90% accuracy of pickup assignment maintained across all stations.
  • Collaboration with very experienced dispatchers in development of New Dispatcher Curriculum for newly hired dispatchers and using it to train new dispatchers.
  • Great lakes and Wabash competitive zip code analysis. Cross referenced every zip code in both districts for comparative cutoff times with UPS as part of prep for network 2.0 rollout in the districts.

Timeline

Dispatcher

FedEx Express
10.2016 - Current

Senior Customer Service Agent

FedEx
09.2008 - 10.2016

High School Diploma -

Woodhaven High School

Similar Profiles

CREATE PROFILE
Joshua LaFleur