LISA TATE
Newark
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
37
37
years of professional experience
Work History
Customer Service Representative
NYRA
03.2025 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction rates and timely follow-up.
- Streamlined communication processes between departments to enhance information flow and response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Dispatcher Logistics Coordinator
VALMAR SURGICAL SUPPLIES
02.2021 - 03.2025
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Tracked changes in computer system to keep records current and accurate.
- Managed daily delivery and work schedules to maximize coverage.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Answered customer requests with information about product availability, shipping information and status updates.
- Scheduled loads according to priority and available equipment.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Monitored changes in delivery schedule and communicated changes to customers.
- Resolved order status inquiries from sales team.
- Identified root causes of service failures and implemented appropriate remediation measures to prevent future issues.
- Logged, processed and followed up on merchandise authorization shipments in databases.
- Determined order priorities and communicated with warehouse staff to facilitate timely completion of orders.
- Managed paperwork and necessary information required for client shipments.
- Organized purchase and delivery of materials needed for various contracts.
Dispatcher/Receiving Clerk
MAXIMUM QUALITY FOODS
12.2018 - 04.2020
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Identified root causes of service failures and implemented appropriate remediation measures to prevent future issues.
- Dispatched information to service providers to schedule freight movement.
- Determined order priorities and communicated with warehouse staff to facilitate timely completion of orders.
- Resolved order status inquiries from sales team.
- Provided daily delivery routes and proof of delivery to sales team.
- Managed paperwork and necessary information required for client shipments.
- Identified reduced transport cost opportunities and improved margins.
- Received incoming, unsolicited prospect calls and converted into leads.
- Checked items into the computer system, printed labels and directed to storage locations.
- Make inbound appointments via Retalix
- Collected lumper fees
- Audit all outgoing BOL's for errors and have them corrected by the receivers.
- Maintained records of damaged goods, backorders and applicable regulatory reporting.
Dispatcher Coordinator
MAXIMUM QUALITY FOODS
10.2013 - 12.2018
- Mentored, trained and managed a team of 48 - 62 (employee numbers would change from time to time) employees and offered insight and direction, helping boost overall performance.
- Monitored attendance and productivity for employees by maintaining accurate and updated records.
- Kept detailed and updated records of calls in physical and electronic databases.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Answered customer requests with information about product availability, shipping information and status updates.
- Supervised driver dispatching, route planning and vehicle tracking for over 48-62 drivers.
- Communicated with individuals within inbound call center setting to complete dispatch support for eta and when the customer would advise that their product was short, and incorrect product calls.
- Dispatch and coordinate drivers and driver helpers.
- Set and Coordinate backhauls for pickups and verified that the pickup was completed.
- Order uniforms for all drivers, driver helpers and warehouse team.
- Customer service - Called and advise customers that driver is running or reschedule due to driver breakdown, driver involved in accident and traffic issues.
- Payroll for the drivers and driver helpers via ADP.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- Matched bills of lading and reconciled quantities to verify items shipped.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Investigated and resolved customer and vendor issues to retain business.
- Verify that drivers completed the pre-trip and logged in to ELD (Electronic Logging Devices).
- Reviewing with the drivers issues from the camera's setup in the truck.
Operator Supervisor
UPS
10.2001 - 04.2010
- Learned and followed safety and emergency procedures.
- Established and maintained positive relations with drivers, creating work environment to embrace, promote and lead continuous improvement efforts.
- Embraced, promoted and led continuous improvement efforts to establish drivers and trucks utilized to maximum potential.
- Completed human resources duties by hiring, terminating and conducting performance reviews and onboarding classes.
- Promoted safe work activities by conducting safety audits via going to a meeting a driver at a stop without them knowing and verify that they were wearing seat belt and there overhead door was closed locked. Also attending company safety meetings
- Maintained current knowledge of personnel in the field and completed deliveries or delays. Ordered supplies or equipment to be issued to personnel.
- Arranged for repairs to restore service and schedules.
- Daily payroll.
- Dispatched drivers to meet daily delivery needs for company customers.
DISPATCHER
UPS
02.1988 - 10.2001
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Tracked changes in computer system to keep records current and accurate.
- Managed daily delivery and work schedules to maximize coverage.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- Monitored changes in delivery schedule and communicated changes to customers.
- Reported delays, accidents or other traffic and transportation situations.
Education
HIGH SCHOOL DIPLOMA -
Millville Senior High School
Millville, NJ06.1986
Skills
- Problem-Solving
- Customer Service
- Schedule Coordination
- Decision Making
- Logistics Process Improvement
- Receiving
- Problem Solving
- Work Delegation and Tracking
- Conflict Resolution
- Driver Scheduling
- Emergency Readiness
- Multi-tasker
Timeline
Customer Service Representative
NYRA
03.2025 - Current
Dispatcher Logistics Coordinator
VALMAR SURGICAL SUPPLIES
02.2021 - 03.2025
Dispatcher/Receiving Clerk
MAXIMUM QUALITY FOODS
12.2018 - 04.2020
Dispatcher Coordinator
MAXIMUM QUALITY FOODS
10.2013 - 12.2018
Operator Supervisor
UPS
10.2001 - 04.2010
DISPATCHER
UPS
02.1988 - 10.2001
HIGH SCHOOL DIPLOMA -
Millville Senior High School
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