Mary Torres
Webster,TX
Summary
Dedicated Lead Dispatcher offering 5+ years experience managing technical staff to coordinate service to clients. Monitors and proactively adjusts service to maximize on time performance and productivity. Demonstrates effective use of scheduling software, telephone and data analysis skills to track, trend and take action to effectively manage dispatch support implementation while coaching team members toward improvement.
Overview
10
10
years of professional experience
Work History
Lead Dispatcher
Uprite Services
04.2019 - Current
- Assist support manager in day to day operation of Technical Assistance Team
- Develop strong relationships with key clients through excellent customer service and proactive communication.
- Receive and triage all inbound calls and emails for Sales and Service department within agreed SLA
- Create and manage schedules of all technical resources including remote and onsite work
- Manage inbound & outbound courier deliveries
- Established team priorities, maintained schedules and monitored performance.
- Contributed to company growth by consistently meeting or exceeding performance targets in a fast-paced environment.
- Create and manage hardware/software quotes between clients and Procurement department
- Organize internal company events with Culture Committee
- Trained new dispatch agents to ensure adherence to company protocols and standard operating procedures.
- Expedited support requests by prioritizing high-urgency tickets and assigning appropriate resources.
- Collaborated with cross-functional teams to resolve complex logistical challenges, ensuring seamless operations.
- Accurately document all dispatch activities for better record keeping and future reference.
- Collaborated with sales teams to develop targeted pitches and presentations for potential clients, showcasing the value of newly invented products.
- Execute weekly inventory checks of stocked hardware
Customer Service Specialist
Voestalpine Bohler Welding
03.2017 - 03.2019
- Process customer purchase orders, quotations, credit and return requests
- Research discrepancies and work with correlating departs to find resolutions
- Solely manage and process EDI orders daily
- Manage inbound ACD calls and provide first call resolution
- Manage and distribute all incoming general email requests to team members
- Manage and distribute all incoming hardcopy purchase orders to team members
- Provide post order support to customers i.e
- Status, tracking, freight
- Process Unshipped Pick Ticket Report daily
- Assist in new process and software implementation
- Mentor and train new customer service specialists.
Senior Customer Experience Rep.
Grainger Industrial Supply
11.2014 - 02.2017
- Assist customers with new and existing orders, exchanges, and returns
- Audit work order reports to ensure proper coding and guidelines are followed
- Handle escalation calls with customers regarding orders, exchanges and returns
- Instructs and guides team members on how to help customers
- Assist with new Hire training for incoming customer service reps
- Apart of the Specialized Help Phone to support standard team members and acting manager on duty.
Education
High school diploma -
Clear Brook High School
Some college -
Houston Community College
01.2016
Skills
- Proficient in Microsoft Word, Outlook, Excel, PowerPoint, SAP, CRM, Salesforce, ConnectWise Manage
- Positive Work Ethic & Communication Skills
- Conflict Resolution
- Multi-Tasking/Time Management
- Staff Training/Process Development
- Quick Decision Making
- Prioritizing calls
- Route Planning
- Dispatching field personnel
- Customer Relationship Management
- Schedule Coordination
References
- Kimberly Ramos, (281) 678-5142, Sr. Systems Analyst
- Cynthia Roper, (281) 468-9668, Customer Service Manager
- Olivia Guzman, (832) 566-0756, Customer Service Specialist
Timeline
Lead Dispatcher
Uprite Services
04.2019 - Current
Customer Service Specialist
Voestalpine Bohler Welding
03.2017 - 03.2019
Senior Customer Experience Rep.
Grainger Industrial Supply
11.2014 - 02.2017
High school diploma -
Clear Brook High School
Some college -
Houston Community College
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