Salesforce, SAP and Mcleod
Lorella Hawkins
Woodford,VA
Summary
At AAA, I excelled as a Dispatcher/Customer Service Representative, adeptly managing high-stress situations and streamlining dispatch processes to enhance efficiency. My expertise in dispatch software and exceptional decision-making skills led to significant improvements in response efforts and customer relations. I prioritized active listening and detail-oriented practices, ensuring optimal routing and scheduling coordination.
Professional with proven background in logistics and transportation management, driving operational efficiency and timely deliveries. Known for fostering team collaboration and reliability, adapting to changing demands seamlessly. Expertise in route planning, customer service, and multitasking under pressure.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Dispatcher/Customer Service Representative
AAA
09.2022 - 05.2024
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
Education
GED -
William H Maxwell
Brooklyn NY06-1985
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Dispatch software
- Attention to detail
- Time management
- Dispatching procedures
- Prioritizing calls
- Problem-solving
- Dispatch coordination
- Schedule management
- Updating logs
- Route planning
- Schedule coordination
- Routing orders
- Incident reporting
- Traffic monitoring
Certification
- Home Health Aide (HHA) Certification
- VA Driver's License
- First Aid Certification
Timeline
Dispatcher/Customer Service Representative
AAA
09.2022 - 05.2024
- Home Health Aide (HHA) Certification
- VA Driver's License
- First Aid Certification
GED -
William H Maxwell
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionHealthcare benefitsPersonal development programsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Interests
Diamond painting and reading
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