Kinya Gumbs
Hawthorne,CA
Summary
Efficient Dispatcher with substantial experience in managing fleet and personnel operations. Proven track record of effectively coordinating staff and resources for seamless communication. Strong problem-solving skills and commitment to promptly resolving issues. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
NON DOT Dispatcher
FedEx Express
11.2019 - Current
- Knowledge of all mainframe and PC systems.
- Extensive knowledge of operations for multiple stations, systems and features of service.
- Ability to act independently in making workload and allocation decisions.
- Plan and schedule station 5k pickups with customer, management and drivers.
- Monitor that pickups are made timely with no issues for customer satisfaction.
- Plan zoom conference calls with sales representatives, customers and management.
- Ability to work remotely for 2 years during pandemic.
- Assist couriers by contacting customers if needed to complete pickup or deliveries.
- Working and assisting with multiple stations at a time when information is needed for customer setup or courier information.
- Train new couriers on greeting customers, picking up packages, and proper procedures.
- Create new routes in new up and coming industrial areas or areas that have become heavier on volume for the existing courier.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain seamless workflow during shift changes.
- Streamlined dispatch process by organizing resources and routes, optimizing response efforts.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Implemented new software systems that improved efficiency within the dispatch center operations.
- Coordinated multi-agency responses effectively during large-scale incidents or natural disasters.
- Stayed up-to-date on relevant industry trends and best practices through continued education and professional development opportunities.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Assisted in resolving customer complaints and grievances.
- Scheduled deliveries and pickups according to customer needs.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
Operations Agent
FedEx Express
07.2010 - 11.2019
- Works directly under Senior Management, Planned, executed and monitored projects to maintain station budget for over 300 employees.
- Called on and met with all vendors regarding building issues (plumbing, Air conditioning, phones, Fire Marshall inspection, electric gate issues, keys or doors needing re-keying etc.)
- Executed all station Vendor contracts for multiple stations.
- Pest control, landscaping, parking lot sweeping, Janitorial services etc) by finding vendors, setting a meeting with vendors, accepting 3 bids along with Certificate of Insurance for each category, choosing the bid best for that location, then writing up the contract, and setting up the final meeting for all parties to sign.
- Los Angeles World Airport Authorized Signer and Trainer, this allowed me to train employees that needed LAX entry and sign off that they completed all training in order to receive an LAX badge.
- Maintaining corporate credit card for travel expenses and remit all receipts.
- Remit all invoices received.
- Track all expenses on Excel files.
- Conduct PowerPoint meeting presentations.
- Event planning for 300 to 1000 employees.
- Setup, schedule and pay for catering.
- Maintain Station Key Log and lockers assignment with signed memorandums and excel sheets.
- Host Media events in and off location as well as advise on FedEx commercial shoots.
- Writing articles for FedEx monthly newsletter.
- Improved operational efficiency by streamlining processes and implementing new strategies.
- Reduced waste and saved resources through effective inventory management and process optimization.
- Collaborated with cross-functional teams to drive continuous improvement initiatives, resulting in increased productivity.
- Implemented cost-saving measures by analyzing expenses, negotiating vendor contracts, and identifying inefficiencies in daily operations.
- Supported strategic planning efforts by providing input on operational considerations such as staffing levels and resource allocation.
- Oversaw daily scheduling for personnel, equipment utilization, and workflow coordination to maximize efficiency without compromising quality or safety standards.
- Maintained up-to-date knowledge of industry best practices, trends, and technologies by attending relevant conferences and training sessions.
- Ensured seamless business continuity during periods of transition or change management by proactively addressing potential challenges with contingency plans in place when necessary.
- Managed vendor relationships effectively, ensuring timely delivery of goods and services while maintaining a focus on cost containment strategies.
Senior Customer Service Agent
FedEx Express
11.1998 - 07.2010
- Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
- Streamlined call handling for improved productivity and reduced wait times.
- Mentored junior agents to develop their skills and elevate team''s overall performance.
- Implemented new procedures to enhance communication between departments, leading to a more cohesive customer service experience.
- Reduced customer complaints by 25% promptly identifying problems and implementing effective solutions.
- Collaborated with team members to consistently exceed monthly targets and company objectives.
- Delivered exceptional support by accurately tracking 50 customer requests and providing timely updates on resolution progress.
- Managed high call volume with excellent time management skills, maintaining efficiency without sacrificing quality service.
- Earned multiple recognition awards for outstanding performance in achieving client satisfaction scores.
- Established rapport with customers through active listening and personalized attention, fostering long-term relationships based on trust and loyalty.
- Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
- Improved internal processes by identifying inefficiencies and suggesting actionable improvements during regular team meetings.
Education
Associate's Degree - Sociology
El Camino College
160007 Crenshaw Blvd Torrance CA 9050605.1999
Skills
- Project Management
- Client Relationships
- Cash Handling
- Route Planning and Adjustment
- Business Writing
- Coaching and Mentoring
- Organization
- Problem Solving
- Time Management
- Customer Relationship Management
- Leadership
- Teamwork
Additional Information
- Bravo Zulu Award- High Level of Performance as a Dispatcher.
- Bravo Zulu Award-Outstanding Team Performance.
- Bravo Zulu Award-Perfect Attendance
- Bravo Zulu Award- Contracts Project Management.
Projects
Employee Appreciation Plan, budget and, have an employee appreciation event for 300 employees at Bowlero on a Friday night. No team by myself.
Reduce Station Failures Run reports, see where failures continue to occur. Communicate, set up meetings, advise findings. Set systems in place to reduce failures so station and make its numbers.
Timeline
NON DOT Dispatcher
FedEx Express
11.2019 - Current
Operations Agent
FedEx Express
07.2010 - 11.2019
Senior Customer Service Agent
FedEx Express
11.1998 - 07.2010
Associate's Degree - Sociology
El Camino College