KEYSHA C. ROSS
Decatur,GA
Summary
Polished Dispatcher with fantastic customer service and collaboration skills. Effective in communication and high-stress environments. Known for thriving under pressure and maintaining professionalism. Ambitious Dispatcher with experience finding the most effective routes for drivers. Highly communicative offering great writing and administrative skills.
Overview
8
8
years of professional experience
Work History
Dispatcher
King Trucking America, LLC
Decatur, GA
03.2022 - 07.2022
- Directed dispatching, routing and tracking of 10 fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 50 daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Directed investigations to verify and resolve customer or shipper complaints.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
Technical Support Advisor
Apple, Inc
09.2015 - 02.2021
- Experience interacting with customers in some capacity (either via phone, chat or in person)
- Able to adapt approach to different communication styles
- Manage multiple applications running at the same time
- Trained and experienced in IOS, Smartphone, Tablet, PC and Mac
- Providing world-class customer service, troubleshooting and technical Support
- Served as primary point of contact for triaging technical issues.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
Economic Support Specialist
DeKalb County DFCS
10.2014 - 09.2015
- Conducts interviews to determine initial and ongoing eligibility for Food Stamps and Medicaid
- Responds to customer phone calls, emails, and faxes; while performing the necessary research to answer customer inquiries, resolves customer concerns, and prepares reports as needed
- Researches, interprets, and explains federal, state, and local policies governing eligibility, legal rights and responsibilities of applicants and participants; informs applicants of their rights and responsibilities
- Assess individuals and families and makes referrals to other units within the agency as well as to outside agencies as appropriate; receive and process referrals from other agencies
- Develops and maintains the ability to problem-solve and to perform duties in an independent manner while exercising good judgment
- Gave presentations to community organizations, schools, and other groups to educate public about different resources.
- Looked for signs of fraud and reported cases to fraud coordinator and investigators.
Office Manager
Maximum Tax Refund
Stone Mountain, GA
12.2012 - 05.2014
- Assisted public and private company clients in reaching their goals through audit, tax, advisory, risk assessment
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
Education
Bachelors of Arts - Mass Communication, Sociology
Savannah State University
Masters of Social Work - Families and Children
Clark Atlanta University
Skills
- Call Center Software
- Traffic Monitoring
- Customer Request Management
- Client Interactions
- Service Vehicle Dispatch
- Service Coordination
- Repair Scheduling
Timeline
Dispatcher
King Trucking America, LLC
03.2022 - 07.2022
Technical Support Advisor
Apple, Inc
09.2015 - 02.2021
Economic Support Specialist
DeKalb County DFCS
10.2014 - 09.2015
Office Manager
Maximum Tax Refund
12.2012 - 05.2014
Bachelors of Arts - Mass Communication, Sociology
Savannah State University
Masters of Social Work - Families and Children
Clark Atlanta University
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