Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Lisa Wilinski

Summary

Dedicated customer service/dispatcher with 25 years of experience providing excellent service to a variety of global enterprise customers. Highly organized, detail oriented and driven; with solid understanding of scheduling actions and prioritizing issues. Ready to leverage training and experience to take on new professional challenges.

Overview

25
25
years of professional experience

Work History

Customer Service Rep/Dispatcher

LCL Bulk Transport
02.2023 - Current
  • Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.

Senior Customer Service Specialist (Team Lead)

Schneider
03.1999 - 01.2023
  • Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
  • Streamlined communication between customers and internal teams, resulting in increased collaboration and problem resolution.
  • Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
  • Developed and implemented training programs for new hires, contributing to enhanced team performance and productivity.
  • Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
  • Tracked performance metrics to identify areas of improvement, leading to targeted coaching sessions for team members.
  • Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.

Education

Bachelor of Arts - Secondary Education

Silver Lake College
Manitowoc, WI
05.1994

Skills

  • Data Entry
  • Dispatch Coordination
  • Customer Relations
  • Service Coordination
  • Database Maintenance
  • Route Planning
  • Schedule Coordination
  • Customer Relationship Management

Accomplishments

Multi year award winning Customer Service Rep at Schneider. Nominated by my peers for exemplary customer service skills, team management and training techniques.

Timeline

Customer Service Rep/Dispatcher

LCL Bulk Transport
02.2023 - Current

Senior Customer Service Specialist (Team Lead)

Schneider
03.1999 - 01.2023

Bachelor of Arts - Secondary Education

Silver Lake College

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Lisa Wilinski