Overview
Work History
Education
Skills
Timeline
Generic

LISA TATE

Newark,USA

Overview

38
38
years of professional experience

Work History

Customer Service Representative

New York Racing Association, NYRA
03.2025 - Current
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • 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.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.

Dispatcher Logistics Coordinator

VALMAR SURGICAL SUPPLIES
02.2021 - Current
  • 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, NJ
06.1986

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
  • Customer service
  • Active listening
  • Critical thinking
  • Problem resolution
  • Customer relations
  • Call center experience
  • Microsoft Excel
  • Payment processing
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Paperwork processing
  • Appointment scheduling
  • Administrative support
  • Microsoft Office Suite

Timeline

Customer Service Representative

New York Racing Association, NYRA
03.2025 - Current

Dispatcher Logistics Coordinator

VALMAR SURGICAL SUPPLIES
02.2021 - Current

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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LISA TATE