Kimberly Smith
Dexter,MO
Summary
Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
Well-qualified CSR with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
17
17
years of professional experience
Work History
Office Manager/Dispatch Supervisor
JS Installations LLC
Dexter, MO
01.2015 - Current
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
- Enhanced team productivity by providing ongoing training and support to dispatch staff.
- Reduced response times with effective allocation of resources and prioritization of tasks.
- Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created positive work environment through open communication channels and fostering teamwork among staff members.
- Maintained strong relationships with vendors and contractors to ensure seamless service delivery during peak periods.
- Collaborated closely with other departments within organization to optimize workflow processes across teams.
- Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring best possible outcomes for all parties involved.
- Evaluated and adjusted over 3 routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Analyzed customer feedback and provided solutions to improve customer service.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Scheduled deliveries and pickups according to customer needs.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Provided customers with information on products and services.
- Utilized customer feedback to improve customer service.
Lead Customer Service Representative
New Wave Communications
Dexter, MO
04.2007 - 04.2011
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Streamlined processes for better service delivery, resulting in improved customer retention rates.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Ensured all customer complaints were addressed promptly, resulting in significant reduction in escalations.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Exceeded sales targets by upselling products or services during routine customer interactions.
- Responded to customer calls and emails to answer questions about products and services.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed associate performance to identify training needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Education
Associate of Arts - Psychology
University of Phoenix
Tempe, AZ05.2015
High School Diploma -
Bloomfield High School
Bloomfield, MO05.1986
Skills
- Dispatcher Monitoring
- Positive Communication Skills
- Customer Relationship Management
- Effective Communication
Timeline
Office Manager/Dispatch Supervisor
JS Installations LLC
01.2015 - Current
Lead Customer Service Representative
New Wave Communications
04.2007 - 04.2011
Associate of Arts - Psychology
University of Phoenix
High School Diploma -
Bloomfield High School