LORRIE COLE
Rocky Mount,VA
Summary
Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
Overview
23
23
years of professional experience
Work History
Dispatcher/Customer Service/Accounts Receivable/Administrative Assistant
Hopkins Lacy
01.2023 - Current
- Managed inbound and outbound calls to customers regarding plumbing, electrical, and heating and air services. I schedule all preventative maintenance visits, backflow testing, and service requests. I set up new customers in our system and handle their new requests. Maintained up-to-date customer information in the system and organized files for efficient access. I schedule calls as well as dispatching technicians to calls and working with customers and technicians closely. Managed daily office operations to ensure a smooth workflow. I have experience with computers, phone, fax, scans, excel, word. I also generate letters, spreadsheets and complete office work as well. I submit all permit applications. I have experience in 811/ms utility tickets. I handle billings for preventative maintenance and past due invoices. I handle incoming parts for technicians and sometimes order for them. I maintained annual schedules for on-call technicians, implementing necessary updates.
- Coordinated dispatch operations to optimize delivery schedules and enhance service efficiency.
- Communicated effectively with drivers and clients to resolve issues and improve customer satisfaction.
- Developed and implemented streamlined processes for handling incoming orders to reduce turnaround time.
- Trained new dispatch staff on operational procedures and software tools, enhancing team performance.
- Managed emergency situations by reallocating resources quickly, ensuring minimal disruption to services.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Promoted teamwork among colleagues by proactively assisting others when needed.
Dispatcher/Customer Service Representative
Wisler Plumbing and Air
07.2019 - 01.2023
- Received and made calls to customers regarding plumbing, water treatment, and heating and air services. I coordinated technician dispatch and maintained communication with customers and technicians. Office setting. I have experience with computer, phone, fax, scans, excel, word. I also generate letters and complete office work as well. Ordered permits and managed 811/ms utility marking tickets to ensure compliance and timely service delivery.
- Coordinated daily schedules for service technicians to optimize efficiency and minimize downtime.
- Utilized dispatch software to track service calls and ensure timely response to customer inquiries.
- Managed communication between clients and technicians, facilitating clear understanding of service requirements.
Customer Service Representative
Call Management Resources
11.2018 - 07.2019
- Maintained records of customer interactions and transactions through data input, detailed message recording, email correspondence, and data entry services. I Confer with clients by phone to comply with information to record for a variety of companies. Referred unresolved customer grievances to designated departments by dispatching calls for further assistance. I handled calls from various doctors' offices, adoption agencies, law firms, drug rehab helplines, hospice, and home healthcare.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call traffic, ensuring timely response to customer needs and concerns.
- Trained new representatives on company protocols and customer service best practices.
Client Service Representative/Dispute Resolution Specialist
Securitec Screening Solutions
12.2013 - 10.2018
- Managed 6-10 individuals in department, ensuring effective team coordination and support. I completed background checks. I prepare and complete data entry for court records by pulling data from court websites. Answered calls and assisted clients with court record disputes, providing timely resolutions and enhancing client satisfaction. I search for files and contact court clerks to obtain official court case information that is not readily available online. I obtain court copies by using email, fax, and synaptec software. Maintained 17 client accounts, handling eta's, rechecks, rush requests, cancellations, pricing, and updates, while processing background checks and resolving disputes.
- Managed client inquiries through various communication channels, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to streamline client onboarding processes and enhance user experience.
- Developed training materials for new hires, improving team knowledge and service quality.
Dairy Queen/Bojangles
Arrington Enterprises
01.2004 - 01.2013
- Operated cash register and drive-thru, prepared food, and maintained cleanliness to ensure efficient service. Assisted in managing daily operations of the restaurant
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Education
No Degree - General Studies
Virginia Western Community College
Roanoke, VA01-2011
High School Diploma - undefined
Franklin County High School
Rocky Mount, VA06-2006
Skills
- Dispatch software
- Dispatching procedures
- Experience with Customer Service (10years), Call Center (2 years), CSR, Customer Care, Customer Support (10 years) Dispatching (10 years)
- Customer support representative
- Service communication
- Organizational skills
- Accounts receivable
- Active listening
- Time management
- Quality assurance
- Dependable and have punctuality
- Data entry efficiency
- Software proficiency
- Experience with Customer Service (10years), Call Center (2 years), CSR, Customer Care, Customer Support (10 years) Dispatching (10 years)
- Work ethic
- Multitaskser and able to complete task independently
- Customer support
- Team player
- Multitaskser and able to complete task independently
- Hard worker
- Dependable and have punctuality
- Pride in work
- Type speed of 60-70 wpm
- Managing
- Training new hires
- Updating logs
- Warehouse experience
- Schedule management
- Log management
- New hire training
Personal Information
Title: Dispatcher
Timeline
Dispatcher/Customer Service/Accounts Receivable/Administrative Assistant
Hopkins Lacy
01.2023 - Current
Dispatcher/Customer Service Representative
Wisler Plumbing and Air
07.2019 - 01.2023
Customer Service Representative
Call Management Resources
11.2018 - 07.2019
Client Service Representative/Dispute Resolution Specialist
Securitec Screening Solutions
12.2013 - 10.2018
Dairy Queen/Bojangles
Arrington Enterprises
01.2004 - 01.2013
High School Diploma - undefined
Franklin County High School
No Degree - General Studies
Virginia Western Community College