Kabria Thomas
New Bern,NC
Summary
Motivated Dispatcher with experience monitoring and tracking emergency vehicles. Adaptable individual versed in giving over-the-phone instructions and synchronizing responses with communication centers. Articulate team player with rapid and accurate typing skills.
Overview
14
14
years of professional experience
Work History
Dispatcher
On Track, Inc
New Bern, NC
02.2011 - Current
- Kept detailed and updated records of calls in physical and electronic databases.
- Maintained logs of all incoming calls and assigned tasks.
- Investigated and resolved customer and vendor issues to retain business.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- Documented services performed, operations information, and dispatch details in system.
- Identified locations and needs of callers to accurately send assistance.
- Arranged for repairs to restore service and schedules.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Scheduled loads according to priority and available equipment.
- Monitored changes in delivery schedule and communicated changes to customers.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Prepared daily work and run schedules.
- Interacted with local law enforcement agencies when responding to incidents in progress.
- Managed daily delivery and work schedules to maximize coverage.
Call Center Representative
Blue Cross and Blue Shield
Newport News, Virginia
04.2013 - 05.2023
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Contacted customers about potential service upgrades, new services and account changes.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided top quality control and eliminated downtime to maximize revenue.
- Strengthened customer retention by offering discount options.
- Maintained accurate records of customer interactions for future reference.
- Took special orders in person and over telephone, generating additional revenue every month.
- Consulted with customers to resolve service and billing issues.
- Excelled in exceeding daily credit card application goals.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
Education
High School Diploma -
New Bern High School
New Bern, NC06-2011
Skills
- Driver communication
- Emergency protocols
- Database updates
- Incident reporting
- Maintaining call metrics
- Improving operations
- Delivery support
- Call handling
- Dispatching procedures
Timeline
Call Center Representative
Blue Cross and Blue Shield
04.2013 - 05.2023
Dispatcher
On Track, Inc
02.2011 - Current
High School Diploma -
New Bern High School