Josie Waldron
Brooklyn,NY
Summary
“Experienced customer service professional with over 5 years of experience in hospitality and retail environments. Skilled in fostering customer loyalty, resolving complex issues, and enhancing overall guest satisfaction.
Overview
12
12
years of professional experience
Work History
Lead Dispatcher
NYC School Bus Umbrella Services (NYCSBUS)
06.2025 - Current
- Monitor special-education routes to ensure on-time pickups/drop-offs while addressing individual student needs
- Serve as primary point of contact for drivers and bus attendants throughout the shift
- Communicate updates on student needs, behavioral protocols, and care instructions
- Help resolve student behavioral issues, medical concerns, and family communication matters
- Respond to emergencies, medical situations, and behavioral incidents; coordinate appropriate support
- Complete incident, behavior, and safety reports with accuracy and sensitivity
- Communicate courteously with parents, guardians, and school staff regarding delays or concerns
- Document shift activities, equipment issues, delays, and student-related incidents
- Coordinate with maintenance staff on vehicle or equipment repairs
- Maintain professional, calm communication during high-stress or urgent situations
Call Center Representative
NYC School Bus Umbrella Services
06.2023 - Current
- Answer high-volume calls from parents, guardians, school staff, and drivers regarding schedules, delays, and bus locations
- Provide clear, empathetic, and patient assistance to families of students with special needs
- Relay accurate information to drivers, attendants, and shift leads regarding student pickups, drop-offs, or special accommodations
- Help resolve issues quickly to minimize delays and ensure safe, efficient service
- Record call details, complaints, parent concerns, and transportation changes in the company system
- Document emergency calls or escalated situations with accuracy and sensitivity
Store Supervisor
Walgreens
07.2017 - 12.2021
- Answered product questions and assisted customers in selection and checkout.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
- Liaised with store manager to set up visually appealing layout for store merchandise.
- Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
- Organized shift meetings to communicate and resolve issues for night operations.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
Financial Services Representative
Bank Of America
06.2018 - 02.2019
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Assisted customers with compromised debit cards and issued new credentials.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on use of banking website and mobile apps.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
Front Desk/ Phone Operator Supervisor
The Westin Las Vegas Hotel & Spa
04.2014 - 02.2017
- Evaluated call quality metrics and provided feedback to enhance team performance.
- Facilitated staff training on customer service standards to increase operational efficiency.
- Reduced operational bottlenecks by cross-training staff in technical and service procedures.
- Administered billing processes, reviewing charges with guests for accuracy at checkout.
- Managed reservation intake through multiple platforms, delivering confirmations to guests promptly.
- Optimized hiring practices while assisting management with staffing strategies.
- Collaborated with housekeeping and maintenance for effective resolution of guest concerns.
- Conducted routine cleanliness checks in lobby, restrooms, and public spaces during shifts.
Education
Bachelor of Science - Hotel Management
University of Nevada - Las Vegas
Las Vegas, NV05.2014
Skills
- Leadership & Communication
- Crisis Response
- Team Coordination
- Safety & Compliance Awareness
- Problem-Solving Under Pressure
- Customer Service & Guest Relations
- Professional telephone etiquette
- Retail operations oversight
- Organizational skills and multitasking
- Time management techniques
Timeline
Lead Dispatcher
NYC School Bus Umbrella Services (NYCSBUS)
06.2025 - Current
Call Center Representative
NYC School Bus Umbrella Services
06.2023 - Current
Financial Services Representative
Bank Of America
06.2018 - 02.2019
Store Supervisor
Walgreens
07.2017 - 12.2021
Front Desk/ Phone Operator Supervisor
The Westin Las Vegas Hotel & Spa
04.2014 - 02.2017
Bachelor of Science - Hotel Management
University of Nevada - Las Vegas