Mary Patrick
Clyde,TX
Summary
Dedicated Dispatcher knowledgeable about training employees, coordinating work schedules and updating dispatch logs. Consistently looking for ways to improve efficiency and optimize procedures. Offers excellent communication skills combined with active listening expertise.
Overview
10
10
years of professional experience
Work History
Dispatcher
Cooperative Response Center
Abilene, TX
10.2017 - 07.2021
- Directed dispatching, routing and tracking of all linemen.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over all daily calls.
- Directed investigations to verify and resolve customer complaints.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
- Evaluated and adjusted routes/locations based on daily needs, available workers, traffic hazards and weather conditions.
- Sent information to drivers to assist hourly callers based on locations, needs and worker availability.
- Trained several new employees in various procedures and gave feedback on daily work performance to increase productivity and customer satisfaction.
- Evaluated information and adjusted locations of linemen based on daily needs, available workers, traffic hazards and weather conditions,per lead instruction.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Received new orders, prepared documentation and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Responded to daily caller requests with information about assistance and timeframes.
- Coordinated repairs to vehicles to maintain fleet operations.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
- Allocated need for additional resources/supplies to personnel based on lead lineman requests.
Customer Service Representative CSR1
Cooperative Response Center
Abilene, TX
01.2012 - 10.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer and or needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers/members, paying attention to special needs or wants.
- Responded to customer/member requests for products, services and company information.
- Assisted customers and or with setting appointments, and special requests.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected member feedback to assist in customer process changes to exceed customer satisfaction goals thru surveys.
- Cultivated customer loyalty by keeping both customer and members informed and providing efficient services.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information and services regarding billing accounts and membership programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions thru participation in several Goldratt meetings.
- Used company troubleshooting tools to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer/member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met call guidelines for service levels, handle time and productivity consistently.
- Educated members about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Communicated professionally with colleagues, and clients.
- Promptly responded to inquiries and requests from prospective customers whenever management requested.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided back up for customer service supervisors as requested.
- Facilitated inter-departmental communication to effectively provide customer support.
- Followed up with customers about resolving issues with members and completion of requested tasks to maintain high standards of customer service.
- Recorded actions taken, issues resolved and relayed information to effectively manage customer membership.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Some College (No Degree) - Pharmacy (Pre-Pharmacy)
McMurry University
Abilene, TXSkills
- Dispatch Recordkeeping
- Resource Coordination
- Problem Assessment
- Personnel Monitoring
- Equipment Location Identification
- Route Planning and Adjustment
- Effective Communication
- Information Gathering
- Emergency Assistance
- Maintaining Call Metrics
- Dispatching Field Personnel
- Prioritizing Calls
Accomplishments
Received IMPACT twice with my tenure with CRC.
Timeline
Dispatcher
Cooperative Response Center
10.2017 - 07.2021
Customer Service Representative CSR1
Cooperative Response Center
01.2012 - 10.2017
Some College (No Degree) - Pharmacy (Pre-Pharmacy)
McMurry University
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