Mckalia Johnson
Garland
Overview
11
11
years of professional experience
Work History
Lead Dispatcher
Check Sammy
03.2024 - Current
- Creating relationships that facilitate cross-related collaboration and enure product adoption and customer success
- 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.
- Maintained updated and detailed records of calls in physical and electronic database.
- Maintains ongoing relations with vendors.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
DISPATCHER
Checksammy
10.2022 - 10.2023
- Oversaw dispatch activities and enforced compliance with laws and regulations
- Assigned loads to drivers based on designated routes and driver location
- Managed data entry and documentation for deliveries
- Provided guidance on appropriate actions when unexpected delays occurred during transit
- Trained new drivers on dispatch policies and procedures
- Employed sound judgment when making decisions related to dispatch operations
- Provided timely updates on order status and delivery times to customers and drivers
- Selected safest and fastest routes to driver locations with available locator aids
- Evaluated driver performance and provided feedback
- Assessed customer complaints and resolved product condition or delivery time issues
- Eciently handled all incoming calls from customers inquiring about services or shipment status
- Maintained positive relationships with drivers by providing helpful advice regarding route selection or trac conditions
- Prociently used computer systems for data entry, tracking, and managing of driver information.
SUCCESS MANAGER
Pickup Now
11.2019 - 10.2022
- Conducted regular performance reviews with direct reports to track progress towards goals and identify areas for improvement
- Advised senior executives on potential risks associated with new business initiatives prior to launch
- Designed innovative reward systems that incentivized employees to exceed expectations in quality of work delivered
- Developed comprehensive documentation outlining procedures for each role, enabling smooth transitions during times of personnel changes
- Utilized data analytics tools to analyze customer feedback surveys and develop strategies for increasing customer loyalty rates
- Dened key success metrics aligned with company objectives and tracked performance against these metrics over time
- Coordinated with external vendors and partners to streamline workow processes and maximize eciency
- Managed cross-functional teams to ensure ecient delivery of projects within established timelines
- Created detailed reports on project progress, including budget analysis and resource allocation
- Developed and implemented successful onboarding plans for new team members, resulting in improved customer satisfaction ratings
- Facilitated weekly meetings with leadership team members to review progress on current projects
- Identied opportunities for process optimization through the use of technology solutions such as automation tools
- Analyzed marketing campaigns to measure ROI and adjust tactics as needed for optimal results.
CUSTOMER SERVICE REPRESENTATIVE
T mobile
10.2015 - 11.2019
- Responded to telephone inquiries and complaints following standard operating procedures
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Assisted customers with product selection by providing detailed information about available products and services
- Handled customer complaints and inquiries in a courteous and ecient manner
- Implemented innovative methods for streamlining the customer service process
- Collaborated with colleagues to develop strategies for increasing customer loyalty and retention rates
- Maintained a high level of professionalism when dealing with dicult customers
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Managed social media accounts to respond quickly to online inquiries from customers
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
- Adhered to company policies and procedures while providing superior service
- Developed positive relationships with customers through friendly interactions
- Displayed strong organizational skills while managing multiple projects simultaneously.
CUSTOMER SERVICE TRAINER
PFS Web
08.2013 - 10.2015
- Created efective instructional materials such as handouts, visual aids, job aids, and online tutorials to support customer service training initiatives
- Maintained records of employee attendance at customer service training sessions as well as results from assessments administered during these sessions
- Monitored changes within the industry that could afect the efectiveness of current customer service protocols
- Developed and implemented customer service training plans to ensure employees had the necessary knowledge and skills to provide excellent customer service
- Collaborated with other departments in order to develop comprehensive onboarding programs for new hires
- Identied gaps in existing customer service training programs and proposed solutions accordingly
- Prepared reports detailing progress made by trainees throughout the duration of their customer service training program
- Adapted content delivery based upon learner needs by incorporating diferent types of media into instruction
- Designed innovative methods for delivering customer service training such as webinars or virtual classrooms
- Coached employees one-on-one on their communication skills when interacting with customers
- Demonstrated techniques for handling dicult customers with tact, diplomacy, and professionalism
- Conducted assessments of employee performance during customer service training sessions to identify areas for improvement.
Education
HIGH SCHOOL DIPLOMA -
Bastrop High School
05.2012
Skills
- Google Apps
- Promotions and Marketing Strategies
- Satisfaction Surveys
- Maintaining Clean Work Areas
- Equipment Needs Assessment
- Problem Assessment
- Department Oversight
- Maintaining Compliance
- Microsoft Word
- Microsoft Excel
- Order Fulfillment
- Microsoft PowerPoint
- Credit Card Payment Processing
- Active Listening
References
References available upon request
Personal Information
Title: DISPATCHER
Timeline
Lead Dispatcher
Check Sammy
03.2024 - Current
DISPATCHER
Checksammy
10.2022 - 10.2023
SUCCESS MANAGER
Pickup Now
11.2019 - 10.2022
CUSTOMER SERVICE REPRESENTATIVE
T mobile
10.2015 - 11.2019
CUSTOMER SERVICE TRAINER
PFS Web
08.2013 - 10.2015
HIGH SCHOOL DIPLOMA -
Bastrop High School
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