Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Maria Del Pilar Torres

Northridge,CA

Summary

Dynamic Dispatch Manager with a proven track record at Blu Jay Plumbing and Rooter Inc, enhancing customer satisfaction through effective communication and critical thinking. Skilled in workflow planning and DOT compliance, I successfully improved dispatch efficiency and mentored teams, driving operational excellence and fostering a culture of safety and collaboration.

Overview

25
25
years of professional experience

Work History

Dispatch Manager

Blu Jay Plumbing and Rooter Inc
08.2019 - 05.2025
  • Promoted safety culture among drivers by reinforcing compliance with regulations and conducting regular safety meetings.
  • Managed a team of dispatchers, fostering a collaborative work environment to ensure smooth operations.
  • Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
  • Improved dispatch efficiency by implementing new scheduling and routing strategies.
  • Developed contingency plans for unexpected events, minimizing disruptions to daily operations.
  • Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
  • Reported to management operational activities and maintained current records.
  • Coordinated with maintenance teams to establish preventive maintenance schedules for fleet vehicles.
  • Supported the implementation of new technology systems designed to enhance dispatch operations' overall efficiency and effectiveness.
  • Mentored new hires in navigating the complexities of the Dispatch Manager role.
  • Established strong relationships with vendors, negotiating contracts that benefited both parties in terms of cost savings and reliability.
  • Optimized resource allocation to minimize costs while maintaining high service levels.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • Evaluated current operational processes to help develop, implement and improve practices.
  • Streamlined communication processes for better coordination between drivers, customers, and warehouse staff.
  • Reduced response times with effective dispatcher training and timely decisionmaking.

Dispatch Operations Manager

PORCH.com
07.2016 - 07.2019
  • Reduced response times for customer inquiries with effective communication strategies and thorough knowledge of operations.
  • Conducted regular review meetings with senior management presenting progress updates on key performance indicators related to the department.
  • Created detailed reports on dispatch operations performance metrics, identifying trends and highlighting areas for improvement.
  • Leveraged strong negotiation skills when working with vendors to secure cost-effective rates for transportation services.
  • Implemented a complaint resolution process to address driver and customer concerns, leading to improved satisfaction rates.
  • Implemented advanced software systems to increase accuracy in dispatching orders and managing resources.
  • Managed a team of dispatchers, ensuring optimal productivity levels and high-quality performance in meeting deadlines.
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.

Customer Service Representative

Serviz
12.2008 - 07.2016
  • 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.

Loan Officer

Wholesale Mortgage
02.2006 - 09.2008
  • Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
  • Maintained strict confidentiality of bank records and client information.
  • Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Examined customer loan applications for loan approvals and denials.
  • Developed strong relationships with customers through high levels of customer service.
  • Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
  • Originated, reviewed, processed, closed, and administered customer loan proposals.
  • Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Ensured compliance with all federal and state regulations throughout the loan origination process.
  • Collaborated with underwriters to expedite loan approvals and close deals in a timely manner.
  • Advised clients on mortgage, education and personal loans.

Personal Assistant

DK Photography
10.2000 - 05.2005
  • Maintained appropriate filing of personal and professional documentation.
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Improved time management of the executive through effective prioritization and organization of tasks.

Education

Liberal Arts And Sciences -

Los Angeles Valley College
Van Nuys, CA
06.2000

Skills

  • Workflow planning
  • Route planning
  • Phone dispatch
  • DOT compliance
  • Customer communication
  • Schedule coordination
  • Multiple project coordination
  • Daily reports
  • Sales support
  • Decision-making
  • Customer service
  • Effective communications
  • Critical thinking
  • Prioritizing calls
  • Schedule management
  • Paperwork processing
  • Data entry
  • Mentoring and coaching
  • Customer relationship management
  • Dispatch recordkeeping
  • Work order preparations

Languages

Spanish
Professional Working

Timeline

Dispatch Manager

Blu Jay Plumbing and Rooter Inc
08.2019 - 05.2025

Dispatch Operations Manager

PORCH.com
07.2016 - 07.2019

Customer Service Representative

Serviz
12.2008 - 07.2016

Loan Officer

Wholesale Mortgage
02.2006 - 09.2008

Personal Assistant

DK Photography
10.2000 - 05.2005

Liberal Arts And Sciences -

Los Angeles Valley College

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Maria Del Pilar Torres