Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Linda Mckoy

Providence Village,TX

Summary

Resourceful professional in emergency response coordination, recognized for high productivity and efficient task completion. Skilled in rapid decision making, clear communication, and advanced logistical planning. Excel at prioritizing tasks under pressure, managing complex schedules, and navigating challenging scenarios with calmness and resilience. Ready to leverage problem-solving skills and teamwork to excel in fast-paced environments. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.

Overview

26
26
years of professional experience

Work History

Customer Service /Customer Service/Dispatcher Coordinator

Philbrick Heating and Air
Portsmouth, VA
06.2012 - 02.2019
  • Relayed work orders and information between work crews, supervisors, and field personnel.
  • Oversaw communications within assigned territories.
  • Scheduled service calls for customers based on their needs and geographic location.
  • Handled escalated calls from dissatisfied customers professionally.
  • Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
  • Arranged for repairs to restore service and schedules.
  • Ordered supplies or equipment to issue to personnel.
  • Tracked status of pending orders for customers and updated them accordingly.
  • Worked closely with lead technicians to handle scheduling, follow ups and recalls.
  • Monitored customer accounts to ensure timely payments were received.
  • Responded promptly to emergency situations by dispatching technicians quickly.
  • Prepared daily work and run schedules.
  • Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
  • Developed relationships with customers by providing excellent customer service.
  • Processed orders from customers accurately in a timely fashion.
  • Maintained records of all customer interactions, transactions, comments, and complaints.
  • Provided accurate information about product features, pricing plans, and warranties.
  • Received or prepared work orders.
  • Mentored junior team members and managed employee relationships.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Issued purchase orders authorization to perform services and maintained accurate records.
  • Assisted customers with technical issues related to products or services.
  • Recorded and maintained files or records of customer requests, work or services performed.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Resolved customer complaints or answered customers' questions.
  • Guided employees in handling difficult or complex problems.
  • Ensured compliance with company policies and procedures related to project management activities.
  • Maintained calendars of upcoming events, meetings and deadlines.
  • Facilitated communication between different departments in order to resolve issues quickly.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Identified needs of customers promptly and efficiently.
  • Completed day-to-day duties accurately and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Customer Service/Transportation Dispatcher

Carey Transportation
Williamsburg, VA
09.2004 - 02.2012
  • Prepared daily work and run schedules.
  • Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
  • Coordinated daily dispatch operations for fleet of 75 vehicles, ensuring timely deliveries and pickups.
  • Received and processed customer orders for transportation services.
  • Ensured compliance with federal, state, and local transportation regulations.
  • Recorded and maintained files or records of customer requests, work or services performed.
  • Conferred with customers or supervising personnel to address questions, problems or requests for service or equipment.
  • Scheduled preventive maintenance for fleet vehicles in order to minimize downtime.
  • Relayed work orders, messages or information using telephones or two-way radios.
  • Provided support to drivers in regard to directions, paperwork.
  • Tracked vehicle locations using GPS systems to provide real-time updates to customers and management.
  • Managed the issuance and return of equipment used in delivery operations.
  • Negotiated rates with third-party carriers for outsourced transportation needs.
  • Developed strong relationships with drivers through effective communication and problem-solving skills.
  • Maintained accurate records of daily activities including dispatches, driver logs and other pertinent information.
  • Scheduled maintenance for transportation vehicles to minimize downtime and extend vehicle lifespan.
  • Received or prepared work orders.
  • Ordered supplies or equipment to issue to personnel.
  • Assisted in training new dispatchers, sharing best practices and company-specific procedures.
  • Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
  • Provided exceptional customer service, addressing inquiries and resolving complaints in a timely manner.
  • Managed communication between drivers, customers, and internal teams to resolve any issues or delays.
  • Assessed various driving routes and identified best paths to maximize productivity and cost-efficiency.
  • Prepared detailed reports on daily operations, including mileage, fuel consumption, and delivery times.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Researched alternate routes when necessary due to traffic or road conditions.
  • Monitored driver compliance with traffic laws and company policies, promoting safety and reducing liability.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Reviewed driver logs for accuracy and compliance with hours-of-service regulations.
  • Managed inventory of supplies used by drivers such as fuel cards, maps and communication equipment.
  • Checked paperwork prior to dispatching crew members to maintain accuracy.
  • Trained and evaluated employees to ensure work performance met company standards.
  • Identified needs of customers promptly and efficiently.

Customer Service/Dispatcher

Weathermakers Air Conditioning Contractors
Chesapeake City, VA
07.1999 - 04.2004
  • Prepared daily work and run schedules.
  • Monitored customer accounts to ensure timely payments were received.
  • Followed up with customers to ensure satisfaction with resolution of problems or requests.
  • Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Scheduled service calls for customers based on their needs and geographic location.
  • Issued purchase orders authorization to perform services and maintained accurate records.
  • Relayed work orders, messages or information using telephones or two-way radios.
  • Maintained current knowledge of personnel in field and completed deliveries or delays.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Maintained records of all customer interactions, transactions, comments, and complaints.
  • Tracked status of pending orders for customers and updated them accordingly.
  • Conferred with customers or supervising personnel to address questions, problems or requests for service or equipment.
  • Arranged for repairs to restore service and schedules.
  • Handled escalated calls from dissatisfied customers professionally.
  • Relayed work orders and information between work crews, supervisors, and field personnel.
  • Developed relationships with customers by providing excellent customer service.
  • Recorded and maintained files or records of customer requests, work or services performed.
  • Provided accurate information about product features, pricing plans, and warranties.
  • Prioritized tasks and managed project adjustments to successfully manage high-volume service dispatching.
  • Researched customer complaints and provided appropriate solutions in a timely manner.
  • Contacted technicians in afternoon to find out status for following morning and prepared start sheet.
  • Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
  • Responded promptly to emergency situations by dispatching technicians quickly.
  • Ensured compliance with company policies when dealing with customers.
  • Ordered supplies or equipment to issue to personnel.
  • Worked closely with lead technicians to handle scheduling, follow ups and recalls.
  • Coordinated efforts between technicians and customers to minimize service delays.
  • Received or prepared work orders.
  • Addressed questions, problems or requests for service or equipment.
  • Answered customer inquiries regarding availability of products and services.
  • Maintained accurate records of all customer interactions for future reference.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Managed inventory and supplies to ensure materials were available when needed.

Customer Service/Dispatch Coordinator

Dept Of Defense
Hampton, VA
04.1993 - 05.1998
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Developed strong customer relationships to encourage repeat business.
  • Led on- and off-site customer support teams across multiple time zones.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered customer inquiries via phone, email, and chat.
  • Collected deposits or payments and arranged for billing.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Resolved customer complaints promptly and efficiently.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Mentored junior team members and managed employee relationships.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.

Education

All Education in United Kingson
06-1979

Skills

  • Administrative tasks
  • Customer relationship management
  • Billing procedures
  • Payment processing
  • Customer support
  • Conflict resolution
  • Time zone coordination
  • Feedback analysis
  • Quality assurance
  • Follow-up communication
  • Scheduling proficiency
  • Customer service
  • Multitasking
  • Safety procedures
  • Maintain records

References

References available upon request.

Timeline

Customer Service /Customer Service/Dispatcher Coordinator

Philbrick Heating and Air
06.2012 - 02.2019

Customer Service/Transportation Dispatcher

Carey Transportation
09.2004 - 02.2012

Customer Service/Dispatcher

Weathermakers Air Conditioning Contractors
07.1999 - 04.2004

Customer Service/Dispatch Coordinator

Dept Of Defense
04.1993 - 05.1998

All Education in United Kingson

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Linda Mckoy