Leslie Smith
Spanish Fork,UT
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.
Overview
19
19
years of professional experience
Work History
Customer Service and Scheduling Dispatcher
Drain Surgeon Plumbing
Springville, UT
08.2012 - Current
- Analyzed customer feedback and provided solutions to improve customer service.
- Directed dispatching, routing, and tracking of 4 fleet vehicles.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Communicated with customers to provide delivery updates and resolution.
- Developed and implemented customer service policies and procedures.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Maintained updated and detailed records of calls in physical and electronic database.
- Assisted in resolving customer complaints and grievances.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Utilized customer feedback to improve customer service.
- Answered phone calls and responded to customer emails.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Closely monitored dispatch board to triage and prioritize over Number daily calls.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Monitored vehicle locations to coordinate timely arrivals.
- Managed customer accounts and invoicing.
- Provided customers with information on products and services.
- Worked effectively in fast-paced environments.
- Developed and maintained courteous and effective working relationships.
- Resolved problems, improved operations and provided exceptional service.
Receiving Supervisor
JCPenney
Provo, UT
05.2009 - 06.2012
- Evaluated team performance and provided feedback on areas requiring improvement.
- Managed scheduling of staff shifts to ensure adequate coverage during peak hours without compromising employee work-life balance.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Conducted employee training and onboarding processes with strategic goals in mind.
- Developed standard operating procedures for team to follow and maintained records of activities.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Enhanced team productivity with effective delegation of tasks and consistent follow-up on progress.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Determined staffing needs, developing schedules to staff all shifts.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Enforced team adherence to safety regulations and protocols.
- Improved warehouse efficiency by streamlining receiving processes and implementing best practices.
- Supervised team of helpers, laborers and material movers to efficiently complete tasks.
Sales Floor Supervisor
JCPenney
Provo, UT
04.2007 - 06.2009
- Educated staff on strategies for handling difficult customers and challenging situations.
- Trained and supported sales force with closing deals.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Conducted regular performance evaluations of team members, setting clear expectations for future growth within their roles.
- Participated in recruitment activities by interviewing candidates, identifying top talent for the sales team addition or promotion opportunities.
- Mentored new sales associates to contribute to store's positive culture.
- Assisted in visual merchandising to create appealing displays that attracted customers and drove sales.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Mentored junior staff members, improving overall team productivity and collaboration on the sales floor.
- Resolved escalated customer complaints professionally while maintaining company reputation.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Managed scheduling for optimal staffing levels during peak hours, maximizing efficiency and customer satisfaction.
- Supervised daily operations on the sales floor, ensuring timely completion of tasks and meeting operational standards.
Sales Floor Associate
JCPenney
Provo, UT
08.2005 - 06.2007
- Communication with customers professionally and proactively to provide product information and advice.
- Developed strong product knowledge to address customer inquiries accurately and efficiently.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Maintained a clean and organized sales floor, ensuring an efficient shopping experience for customers.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Processed payments and provided receipts to establish proof of transaction.
- Increased customer satisfaction by consistently providing knowledgeable assistance and friendly service on the sales floor.
- Recommended accessories and complementary purchases to boost revenue.
- Engaged in friendly conversation with customer to better uncover individual needs.
Education
High School Diploma -
Pleasant Grove High School
Pleasant Grove, UT05.2005
Skills
- Workload Management
- Dispatching procedures
- Dispatch software
- Service Coordination
- Critical Thinking
- Customer Relations
- Schedule Coordination
- Dispatching field personnel
- Stress Tolerance
- Closing tickets
- Prioritizing calls
- Paperwork Processing
- Service Requests
- Customer Request Management
- Effective Communications
- Schedule Management
- Customer Service
- Decision-Making
- Calendar and Scheduling Software
- Flexible and Adaptable
- Excellent Communication
- Friendly, Positive Attitude
- Multitasking
- Problem-Solving
Timeline
Customer Service and Scheduling Dispatcher
Drain Surgeon Plumbing
08.2012 - Current
Receiving Supervisor
JCPenney
05.2009 - 06.2012
Sales Floor Supervisor
JCPenney
04.2007 - 06.2009
Sales Floor Associate
JCPenney
08.2005 - 06.2007
High School Diploma -
Pleasant Grove High School