Melanie Gonzalez
Los Angeles,CA
Summary
Dedicated professional with experience leading dispatching activities using team management and complex problem-solving skills. Resourceful at juggling multiple tasks when scheduling deliveries, optimizing routes and prioritizing jobs. Practiced in opening, delegating and closing tickets with speed and accuracy.
Overview
5
5
years of professional experience
Work History
Manager/Dispatcher
La Tow AAA
Los Angeles
01.2023 - Current
- Coached and counseled employees on performance in a responsive and timely manner
- Provided accurate information on AAA services and dispatched appropriate members in a timely manner
- Recorded and document all incoming and outgoing calls
- Monitored traffic conditions and adjust dispatching schedules accordingly
- Ensured compliance with all applicable laws and regulations
- Assisted in resolving customer complaints regarding service delays or quality issues
- Performed regular inspections of vehicles prior to departure from depot.
- Coordinated the scheduling of employees for daily operations.
- Utilized GPS tracking systems to monitor vehicle location in real time.
- Investigated accidents involving company vehicles or personnel as needed.
CSR
Kair Harbor Express
Long Beach
09.2021 - 01.2023
- Maintained relationships with carriers and customers on a daily basis
- Provided shipment quotes for customers
- Dealt with a high volume of inbound and outbound phone calls and emails
- Excellent multitasking skills within their work space as well: software programming
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Ensured timely movement of freight to customers
- Analyzed customer feedback data to identify areas of improvement.
- Generated reports on customer inquiries and complaints for management review.
Customer Care/receptionist
The Hydrafacial Company
Long Beach
11.2019 - 01.2021
- Handle 90+ calls daily, with duties including signing up new customers
- Retrieving customer data, presenting relevant product information
- Resolved an average of 350 inquiries in any given week
- Memorized entire line of company products and services.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Responded to inquiries from internal staff members regarding office operations.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Coordinated with vendors for repairs and maintenance of office equipment.
- Provided basic technical support for clients on a wide range
- Products, resolving issues at a 90% rate
- Managed upset customers, conflicts and challenging situations
Education
BUSINESS OFFICE ADMINISTRATION - ACCOUNTING, BUSINESS ADMINISTRATION, MARKETING, HUMAN RESOURCES
UEI
01.2019
Skills
- Strong leadership
- Bilingual in Spanish and English
- Salfeforce experience
- Logistics management
- Scheduling expertise
- Driver communication
- Call handling
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Manager/Dispatcher
La Tow AAA
01.2023 - Current
CSR
Kair Harbor Express
09.2021 - 01.2023
Customer Care/receptionist
The Hydrafacial Company
11.2019 - 01.2021
BUSINESS OFFICE ADMINISTRATION - ACCOUNTING, BUSINESS ADMINISTRATION, MARKETING, HUMAN RESOURCES
UEI