MARY WILSON
BROAD RUN,Virginia
Summary
I am looking for a career that is challenging and will use my knowledge and wisdom to the fullest. My experience is concentrated in Administration/Office Management, Purchasing/Procurement, Inventory Control, Supply Chain, Customer Service, Financial and Emergency Management. I have 40 years of work experience. I am a very motivated self-starter. I am a very quick learner and need to stay busy. I have accomplished many difficult tasks that have been put before me. I am willing to try anything. 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. Well-qualified [Job Title] with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Strategic candidate eager to leverage knowledge in transportation and logistics. Strong problem-solving and multitasking skills with good understanding about transportation management systems and GPS tracking software. Highly collaborative individual works well under pressure. Efficient Dispatcher with substantial experience in managing fleet and personnel operations. Proven track record of effectively coordinating staff and resources for seamless communication. Strong problem-solving skills and commitment to promptly resolving issues. Sharp [Job Title] with strong background in logistics and transportation management. Adept at delivering exceptional customer service with knack for making quick decisions. Strategic and committed to keeping safety as highest priority. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Dispatcher
WASHINGTON AIR COMPRESSOR
02.2023 - 10.2023
- 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 professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- 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.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Generated reports to track deliveries and maintain proper records and documentation.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Closely monitored dispatch board to triage and prioritize over [Number] daily calls.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Stayed up-to-date on relevant industry trends and best practices through continued education and professional development opportunities.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Analyzed customer feedback and provided solutions to improve customer service.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Sent out drivers to assist [Number] hourly callers based on locations, needs and worker availability.
- Minimized potential conflicts between responding units by actively monitoring resources allocation.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Implemented new software systems that improved efficiency within the dispatch center operations.
- Coordinated multi-agency responses effectively during large-scale incidents or natural disasters.
- Contributed to public safety initiatives through active participation in community events and outreach programs.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Scheduled and organized delivery routes.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Scheduled deliveries and pickups according to customer needs.
- Assisted in resolving customer complaints and grievances.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Monitored and tracked dispatch communication systems.
- Communicated with customers to provide delivery updates and resolution.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Tracked and monitored vehicle performance and maintenance.
- Managed customer accounts and invoicing.
- Received new orders, prepared documentation, and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Monitored flow of paperwork and directed information to appropriate departments.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders.
- Utilized customer feedback to improve customer service.
- Developed and implemented customer service policies and procedures.
- Provided customers with information on products and services.
SERVICE/LOGISTICS MANAGER
Critical Power Group
01.2016 - 09.2022
- Maintain the Service Technicians daily schedules and dispatch the technicians as service calls are completed
- Schedule return trips with customers when parts are in
- Maintain the on call schedule for service technicians
- Maintain customer database with current information
- Clear and concise communications with department managers, employees and company customers
- Developing and Building Teams Encouraging and building mutual trust, respect, and cooperation among team members
- Responsible for maintaining the required uniform and always insuring a professional appearance and attitude for all service personnel
- Responsible for courteous, efficient responses at all times Scheduling Work and Activities – Responsible for providing excellent customer service Interprets company policies to workers and enforces safety regulations
- Instructs crews on proper use of materials and quality workmanship
- Ensures that materials and equipment are ordered and dispensed for scheduled jobs on a daily basis
- Responsible for maintaining accurate record and reports associated with of all services provide
- Responsible for responding and dispatching technicians to emergency service calls
- Responsible for gathering billing data, compiling invoices for customers after service calls are complete
- Responsible for reviewing all government contracts for specific FAR & FLSA regulations
- Ensure vendor compliance as such
- Responsible for reviewing contracts, signing contracts, vetting new vendors, writing purchase orders, review job profit / costing
- Communicate customer issues and complaints with service manager to ensure customer satisfaction
- Responsible for sending all service reports to the Service Manager for review and guidance.
OWNER
M & R Striping LLC
03.2010 - 01.2017
- Researched and started a business in Maryland
- Completed and filed all required documents
- I am responsible for keeping all records required for M & R Striping LLC
- I am the public relations person responsible for all advertising, prepare the business cards, flyers, contacting potential clients, keeping the web site and yellow pages up to date
- I prepare all the job estimates
- I submit all estimates or request for quotes
- I am the accounts payable and accounts receivable person
- I complete and file the taxes for the business.
PROCUREMENT SPECIALIST AND ASSISTANT TO THE PUBLIC WORKS SUPERINTENDENT
Town of Herndon
07.1987 - 04.2016
- Worked for the Town of Herndon Public Works for 28 years
- The position evolved
- Provide assistance to all Town employees to the best of my ability so they can complete the tasks that were required of them
- Was able to work effectively with a variety of personalities at all levels of career status
- Provided close assistance to DPW Administration Department, Finance and the Purchasing Agent
- Responsible for the procurement of purchase for the activity centers within Public Works Maintenance
- Maintained a budget with a yearly budget over 2 million
- Responsible for procurement of small and large purchases, including capital equipment and projects
- Contract administer for IFBs and RFQs within the public works department
- Contacted vendors when issues arise from non-compliance as identified in the Virginia Public Procurement Act and the Agency Procurement and Surplus Property Manual
- Performed contract administration functions to identify contract performance issues and initiates corrective action
- Reviewed purchase requisitions, purchase orders, procurement documents and other documentations to ensure accuracy of information, completeness of documentations and compliance with all applicable policies and procedures
- Conducted market research and reviewed commodity history to determine sources for goods and services
- Determined the need for new contracts based on current future volume and activity
- Composed specifications for wide variety of goods and services
- Determined method of procurement to be used whether small purchase, Invitation for Bid, Request for Proposal, sole source or emergency purchase
- Reviewed and evaluate bids to determine most responsive and most responsible bidder and make recommendation to Purchasing Agent for award
- Managed annual inventory audit for the shop, perform counts, costing out of inventory
- Worked closely with Department Administrators to provide solutions including infrastructure, facilities and inventory
- Managed the budget for DPW shop activity centers in the amount around $15,000,000
- Track money expended, prepare budget transfers
- Prepare the annual budget for DPW shop activity centers
- Prepare request for mid year budget
- Evaluate account status
- Assist with the preparation of the CIP
- Areas of expertise include compiling documentation for reimbursements on local, state and federal level
- Responsible for the administration and justification of the VDOT Urban Contraction and Maintenance Program in which the Town receives 1.7 million dollars a year from the state of Virginia for the maintenance of streets
- Managed all the files for special projects
- Involved with all aspects of incidents within the Town of Herndon and specialize in the logistics and documentation
- Very involved assisting citizens and internal departments with problems, complaints and request as needed.
OFFICE MANAGER/PURCHASING AGENT
Star Equipment
01.1986 - 03.1987
- Office Manager for an equipment rental company
- Responsible for answering the phone, setting up rentals, purchasing of all equipment and parts
- Keep the inventory for repair items
- Made deliveries and pick up of equipment
- Managed the territories for the salesmen and reordered their commissions
- Also performed mechanical repairs for small engines with my specialty being hydraulic and air jack hammers and tampers
- Responsible for all the accounts payable and accounts receivables
- Prepared the weekly, monthly and yearly reports sent to the main office in Richmond.
ASSISTANT STORE MANAGER
Learner Women’s Clothing
08.1985 - 12.1985
- Assistant Manager which duties included, but not limited to running the store when the Manager was off
- Scheduling of employees, run the register, unload and stock the shelves of merchandise
- Did the end of day close out to assure the money and register sales matched.
MANAGER
Trac Auto
07.1984 - 08.1985
- Started as cashier, by the age of nineteen became Manager of my own store
- Worked the parts counter, diagnosing minor automotive issues
- Ordering of stock required
- Unloading and receiving of all materials that entered the store
- Unloading the totes and stocking the shelves
- Scheduling of employees
- Handling customer complaints
- Performing the end of day close out of registers
- Completed all reports requested for headquarters
- Hiring and firing of all employees
- Performed inventory and completed reports as requested.
MANAGER
Dart Durg
09.1983 - 07.1984
- Started as cashier, moved to the Manager of Toy Department, then promoted to Manager of the Construction and Hardware Department
- Responsible for ordering and stocking all inventory
- Assisted customers and offered recommendations as to what and how to perform home and light construction projects.
Education
Associate of Applied Science - Contract Management
Northern Virginia Community College
08.2007
High School Diploma -
Chantilly High School
01.1984
Skills
- Data Entry
- Dispatch software
- Stress Tolerance
- Dispatching procedures
- Prioritizing calls
- Customer Relations
- Dispatch Coordination
- Schedule Management
- Updating logs
- Route Planning
- Schedule Coordination
- Customer Relationship Management
- Route Navigation
- Routing orders
- Service Coordination
- Maintaining call metrics
- Work Order Management
- Communication Equipment Operation
- Dispatching field personnel
- Database Maintenance
- Closing tickets
- Service planning
- Incident Reporting
- Database updates
- Database Management
- Verifying coverage
- Technical aptitude
- Customer Service
- Decision-Making
- Critical Thinking
- Effective Communications
- Microsoft Office
- Route Planning and Adjustment
- Dispatch Recordkeeping
- Paperwork Processing
- Creative Thinking
- Communication Management
- Mentoring and Coaching
- Workload Management
- Training and Development
- Call Center Software
- Work Crew Dispatch
- Regulatory Compliance
- Quality Control
- Delegating Work
- Customer Request Management
- Team Work Scheduling
- Resource Coordination
- Records Maintenance
- Work Order Preparations
- Materials Ordering
- Calendar and Scheduling Software
- Service Requests
- Personnel Monitoring
- Speech Clarity
- Distance Estimation
- Strategy Development
- Traffic Monitoring
- Equipment Inspection
- Resource Monitoring
- Material Distribution
- Customer File Maintenance
- Performance Assessments
- Service Vehicle Dispatch
- Equipment Orders
- Message and Work Order Transfer
- Repair Scheduling
- Cost Determination
- Job Specification Review
- [Number] wpm Typing Speed
- CRM Software
- Equipment Needs Assessment
- Repair Planning
- FCC communication protocols
Certification
- CPPB – Certified Public Procurement Buyer November 2006 to 2016
- VCA – Virginia Contracting Associate January 2008 to 2016
- Hazard Communications – the New GHS Standards November 2013
- Certification University of Maryland Pavement Marking June 2013
- GIS certified
- TCCC Flagger Trained, Nation Highway Institute, Federal Highway Administration 2012
- State of Virginia DOT Flagger Cert March 9, 2013
- Notary for Virginia March 2004 to current
Affiliations
- APWA – American Public Works Association
- APWA Historical Society 2013
- IMSA – International Municipal Signal Association June 2013 to 2015
- VAGP–Virginia Association of Governmental Purchasing April 2001 to 2016
- NIGP – National Institute for Governmental Purchasing October 2006 to 2016
- ATSSO American Traffic Safety Services Association May 2013 to 2015
Classes Taken
- Many purchasing classes
- Emergency Management and FEMA Courses
Volunteer Positions
- APWA (American Public Works Association) National Emergency Management Committee August 2013 - 2015; August 2015 - August 2017 (they are appointed by the American Public Works Association President)
- APWA National Emergency Management Liaison for the EM Subcommittee Lessons Learned
- APWA National Emergency Management Liaison for the EM Subcommittee Resources
- APWA National Emergency Management Response Committee September 2011 to present
- APWA Mid–Atlantic Emergency Management Chairman March 2016 (Appointed by the Mid-Atlantic President)
- APWA Mid–Atlantic Emergency Management Committee August 2013 – March 2016
- APWA book review committee 2013 and 2014 for the APWP Abel Wolman Award
- Virginia Association of Governmental Purchasing (VAGP) – Legislative Committee August 2013 – to present
- VAGP Legislative Committee Co-Chairman for Small Towns February 2015 to April 2016
- UPPCC /NIGC 2009 writing committee
Publications
- Procurement and bartering for debris management and FEMA reimbursement” APWA Reporter January 2014
- New from our associate members for the Virginia Association of Governmental Purchasing published in County Connections August 20, 2015
- Lessons Learned for Small Town Snow Emergencies” published in VAGP News and Views September 2015
- Cooperative Purchasing Value” published VAGP News & Views December 2015
- Assisted the update for the APWA Equipment Code
- NIGP Commodity/Services Code Update – Periscope Holdings August 2015
- APWA represented APWA at forum on national resilience by National Institute of Building Sciences September 2013
- Public Works Incident Management Manual APWA consulting October 2015
- VAGP assisted in the production of the Webinar “VAGP Legislative” wrote the advertising statement.
- NIGP Facilitator/Moderator for Specification Writing Webinar October 2006
- SPEAKER for APWA at the National Snow Conference 2014 for Snow Removal for Small Towns
References
- Sonny Lynch, Retired Town of Herndon Public Works Superintendent, 703-XXX-XXXX
- Diane Erway, Retired Purchasing Agent, 8907 Weir St, Manassas, VA, 20110, 703-257-7738
- Teresa Hon, Professional Development Program Manager, American Public Works Association, Kansas City Office, (816) 595-5224, (816) 471-1610
- Debra Frank, Loan Officer Real estate Agent, 14522 Lock Dr, Centreville, VA, 20120, 703-502-4080
PUBLICATIONS/ARTICLES WRITTEN AND ACCOMBLISHMENTS: • Procurement and bartering for debris managem
PUBLICATIONS/ARTICLES WRITTEN AND ACCOMBLISHMENTS:
• Procurement and bartering for debris management and FEMA reimbursement” APWA Reporter January 2014
• New from our associate members for the Virginia Association of Governmental Purchasing published in County Connections August 20, 2015
• “Lessons Learned for Small Town Snow Emergencies” published in VAGP News and Views September 2015
• “Cooperative Purchasing Value” published VAGP News & Views December 2015
• Assisted the update for the APWA Equipment Code
• NIGP Commodity/Services Code Update – Periscope Holdings August 2015
• APWA represented APWA at forum on national resilience by National Institute of Building Sciences September 2013
• Public Works Incident Management Manual APWA consulting October 2015
• VAGP assisted in the production of the Webinar “VAGP Legislative” wrote the advertising statement.
• NIGP Facilitator/Moderator for Specification Writing Webinar October 2006
• SPEAKER for APWA at the National Snow Conference 2014 for Snow Removal for Small Towns
CERTIFACTIONS:
• CPPB – Certified Public Procurement Buyer November 2006 to 2016
• VCA – Virginia Contracting Associate January 2008 to 2016
• Hazard Communications – the New GHS Standards November 2013
• Certification University of Maryland Pavement Marking June 2013
• GIS certified
• TCCC Flagger Trained, Nation Highway Institute, Federal Highway Administration 2012
• State of Virginia DOT Flagger Cert March 9, 2013
• Notary for Virginia March 2004 to current
VOLUNTEER POSITIONS (current and past):
• APWA (American Public Works Association) National Emergency Management
Committee August 2013 -2015; August 2015 - August 2017 (they are appointed by the American Public Works Association President)
• APWA National Emergency Management Liaison for the EM Subcommittee Lessons Learned
• APWA National Emergency Management Liaison for the EM Subcommittee Resources
• APWA National Emergency Management Response Committee September 2011 to present
• APWA Mid–Atlantic Emergency Management Chairman March 2016 (Appointed by the Mid-Atlantic President)
• APWA Mid–Atlantic Emergency Management Committee August 2013 – March 2016
• APWA book review committee 2013 and 2014 for the APWP Abel Wolman Award
• Virginia Association of Governmental Purchasing (VAGP) – Legislative Committee August 2013 – to present
• VAGP Legislative Committee Co-Chairman for Small Towns February 2015 to April 2016 • UPPCC /NIGC 2009 writing committee
MEMBERSHIPS:
• APWA – American Public Works Association
• APWA Historical Society 2013
• IMSA – International Municipal Signal Association June 2013 to 2015
• VAGP–Virginia Association of Governmental Purchasing April 2001 to 2016
• NIGP – National Institute for Governmental Purchasing October 2006 to 2016
• ATSSO American Traffic Safety Services Association May 2013 to 2015
Timeline
Dispatcher
WASHINGTON AIR COMPRESSOR
02.2023 - 10.2023
SERVICE/LOGISTICS MANAGER
Critical Power Group
01.2016 - 09.2022
OWNER
M & R Striping LLC
03.2010 - 01.2017
PROCUREMENT SPECIALIST AND ASSISTANT TO THE PUBLIC WORKS SUPERINTENDENT
Town of Herndon
07.1987 - 04.2016
OFFICE MANAGER/PURCHASING AGENT
Star Equipment
01.1986 - 03.1987
ASSISTANT STORE MANAGER
Learner Women’s Clothing
08.1985 - 12.1985
MANAGER
Trac Auto
07.1984 - 08.1985
MANAGER
Dart Durg
09.1983 - 07.1984
Associate of Applied Science - Contract Management
Northern Virginia Community College
High School Diploma -
Chantilly High School
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