Summary
Overview
Work History
Education
Skills
Additional Information
Assessments
Work Authorization
Personal Information
Timeline
Generic

Leslie Michael

Milton,FL

Summary

Goal-oriented employee dedicated to high levels of customer satisfaction and meeting aggressive business goals. Highly motivated and quickly able to analyze, troubleshoot, and resolve issues to the customer's satisfaction.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

24
24
years of professional experience

Work History

Dispatch Team Lead

AxleHire
09.2021 - 10.2023
  • Oversees dispatchers to assure that all pickups and drops happen in a timely, safe and efficient manner
  • Finding drivers using a driver pool to get routes booked
  • Answer incoming customer inquiries by phone and email
  • Collaborate with our Warehouse staff, Driver Leads, Driver Coordinators, Transportation, and Clients and Account Representatives to ensure we are upholding our standards of delivery excellence
  • Monitor and review routes and interact with drivers as necessary to meet and exceed client expectation
  • Monitor and respond to client inquiries via Slack and email
  • Routing
  • Geocoding
  • Direct booking
  • Specialty routes
  • Make daily assignments
  • Handle the escalation of customers, drivers, and clients.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.

Election Official

St.Louis County Board Of Elections
02.2000 - 01.2024
  • Performed duties during elections including working in the absentee department handling ballot requests, data entry, ballot handling, mail processing, and voter processing
  • Worked in office as well as multiple polling places as a Supervisor.
  • Ensured accurate and efficient election processes by overseeing the setup, operation, and breakdown of voting equipment.

Programmer

Panhandle Alarm & Telephone
09.2017 - 06.2021
  • Programmed security and fire alarm panels, troubleshooted, provided tech support, managed AES network, handled customer issues and code changes, made tickets for service and processed RMA's
  • Had over 200 certificates with Honeywell, Resideo, DMP, and Bosch.

Secure Operations Monitoring

Interface Security Systems
01.2012 - 05.2017
  • Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Checked to ensure that appropriate changes were made to resolve customers' issues
  • Referred unresolved customer grievances to designated departments for further investigation
  • Dispatched, performed testing, training, customer-focused, problem-solved, troubleshooted over the phone, and dispatched technicians for on-call needs
  • Provided account, alarm, and service information from several databases
  • Monitored alarms, inbound calls, outbound calls, followed protocol and procedures
  • Remotely armed and disarmed alarm panels in compass
  • Handled UL accounts
  • Supervised employees assigned to monitor alarm signals received in the SOC
  • Handled customer escalation calls
  • Had Total Connect knowledge.

PCT (Patient Care Technician)

St.Johns Mercy Medical Center
09.2004 - 09.2007
  • Answered patient call signals, signal lights, bells, or intercom systems to determine patients' needs
  • Provided physical support to patients to assist them to perform daily living activities, such as getting out of bed, bathing, dressing, using the toilet, standing, walking, or exercising
  • Restrained patients to prevent violence or injury or to assist physicians or nurses to administer treatments
  • Transported patients to treatment units, testing units, operating rooms, or other areas using wheelchairs, stretchers, or moveable beds
  • Turned or repositioned bedridden patients, alone or with assistance, to prevent bedsores
  • Responded to emergency situations, such as emergency medical calls, security calls, or fire alarms
  • Took and recorded vital signs, such as temperature, blood pressure, pulse rate, or respiration rate, as directed by medical or nursing staff.

Education

Associate of Science in Nursing -

St.Louis Community College
St. Louis, MO

BSN in Nursing -

Barnes-Jewish College of Nursing
St. Louis, MO
09.2004

Skills

  • Microsoft Dynamics Navision
  • Software Troubleshooting
  • CRM Software
  • Help Desk
  • Network Support
  • Technical Support
  • Operating Systems
  • Troubleshooting
  • Microsoft Windows
  • Desktop Support
  • Remote Access Software
  • DHCP
  • TCP/IP
  • Time management
  • Microsoft Excel
  • Inventory control
  • Microsoft Word
  • Disaster Recovery
  • DNS
  • LAN
  • VPN
  • Sedona (3 years)
  • Compass (9 years)
  • Network support (3 years)
  • Dispatching (10 years)
  • Zendesk
  • Salesforce
  • Zendesk (4 years)
  • Slack (2 years)
  • Routing (1 year)
  • Technical support
  • CRM software
  • Pricing
  • Desktop support
  • Remote access software
  • Help desk
  • Voter Registration
  • Attention to Detail
  • Data Analysis
  • Staff Training
  • Time Management
  • Conflict Resolution
  • Problem Solving
  • Polling Station Supervision
  • Electoral Process Knowledge
  • Record Keeping
  • Adaptability and Flexibility
  • Stakeholder Engagement
  • Team Leadership
  • Schedule Management
  • Customer Service
  • Staff Scheduling
  • Problem-Solving Abilities

Additional Information

Skills: Operations Monitoring Able to work independently or as a team. Able to work and learn in a high demand fast-paced environment patient, compassionate and understanding. Complex Problem Solving Word, Manitou, Navision, CRM, Compass, CSHD. Troubleshooting Rapid Eye, Excel, Aeonix.

Assessments

  • Management & leadership skills: Impact & influence, Proficient, 11/2023
  • Technical support: Customer situations, Proficient, 07/2021
  • Administrative assistant/receptionist, Proficient, 08/2021
  • Scheduling, Proficient, 11/2023
  • Sales skills, Proficient, 09/2021
  • Attention to detail, Proficient, 07/2021
  • Customer service, Proficient, 07/2021
  • Call center customer service, Proficient, 07/2021
  • Working with MS Word documents, Proficient, 08/2021
  • Management & leadership skills: Planning & execution, Proficient, 11/2023

Work Authorization

Authorized to work in the US for any employer

Personal Information

Willing To Relocate: Anywhere

Timeline

Dispatch Team Lead

AxleHire
09.2021 - 10.2023

Programmer

Panhandle Alarm & Telephone
09.2017 - 06.2021

Secure Operations Monitoring

Interface Security Systems
01.2012 - 05.2017

PCT (Patient Care Technician)

St.Johns Mercy Medical Center
09.2004 - 09.2007

Election Official

St.Louis County Board Of Elections
02.2000 - 01.2024

Associate of Science in Nursing -

St.Louis Community College

BSN in Nursing -

Barnes-Jewish College of Nursing

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Leslie Michael