Summary
Overview
Work History
Education
Languages
Timeline
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Melissa Tapia

Apple Valley,CA

Summary

Dynamic dispatcher and manager with extensive experience at Victor Valley Towing, excelling in customer service and conflict resolution. Proven track record of optimizing dispatch operations, reducing response times, and enhancing team performance through effective communication and strategic scheduling. Committed to maintaining high standards of service and operational efficiency in high-pressure environments.

Overview

7
7
years of professional experience

Work History

DISPATCHER/ ADMINISTRATIVE ASSISTANT

VICTOR VALLEY TOWING
08.2020 - Current
  • 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 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.
  • Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
  • Ensured compliance with local, state, and federal regulations related to emergency communications.
  • 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.
  • Analyzed call patterns to predict peak times, adjusting staffing levels accordingly for optimal coverage.
  • Resolved conflicts between field units, ensuring smooth operation and team cohesion.
  • Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
  • Implemented regular system checks to maintain high operational standards, ensuring reliability of dispatch equipment.
  • Maintained high levels of confidentiality and discretion with sensitive information.
  • Ensured compliance with federal and state regulations, maintaining impeccable record-keeping practices.
  • Developed system for prioritizing emergency calls, ensuring rapid response to critical situations.
  • Reduced response times to emergency situations, coordinating effectively with multiple agencies.
  • Fostered strong relationships with law enforcement and emergency services, improving inter-agency collaboration.

HEALTH CARE PROVIDER

In Home Supportive Services
11.2018 - 10.2023
  • Provided timely and accurate documentation of patient care, ensuring compliance with regulatory standards.
  • Participated in quality and safety initiatives aimed at reducing adverse events, improving patient outcomes, and fostering a culture of accountability within the organization.
  • Enhanced healthcare team efficiency through effective communication and collaboration.
  • Maintained a safe and sanitary environment for patients, staff, and visitors by enforcing infection control protocols.
  • Delivered high-quality care under pressure during emergency situations or times of increased caseloads.
  • Administered medications and treatments as prescribed by physicians.
  • Identified opiate-free pain control methods to reduce usage of overprescribed narcotics.
  • Assisted with the training and mentoring of new healthcare providers, promoting a culture of continuous learning and improvement within the organization.
  • Coordinated services across multiple departments or specialties to ensure seamless transitions throughout the continuum of care for patients with complex conditions.

DISPATCHER MANAGER

Air Expressway Towing
06.2018 - 08.2020
  • Supported business growth by successfully managing the integration of additional territories into existing dispatch operations while maintaining service quality levels.
  • Analyzed key performance indicators to identify areas for improvement in dispatcher operations, driving continuous process enhancements.
  • Collaborated with other departments to address issues impacting overall operational performance, fostering positive interdepartmental relationships.
  • Managed a team of dispatchers, promoting teamwork, accountability, and high-performance standards.
  • Enhanced dispatch efficiency by streamlining communication processes and implementing a new routing system.
  • Reduced response times by closely monitoring dispatcher workloads and adjusting staffing levels accordingly.
  • Optimized resource allocation with strategic scheduling of staff shifts based on anticipated call volumes and workload demands.
  • Assisted in the development of departmental budgets, prioritizing cost-effective solutions without sacrificing operational efficiency.

Education

Victor Valley College

High School Diploma -

NUEVA VISTA HIGH
Riverside, CA
06.2008

Languages

Spanish
Professional Working

Timeline

DISPATCHER/ ADMINISTRATIVE ASSISTANT

VICTOR VALLEY TOWING
08.2020 - Current

HEALTH CARE PROVIDER

In Home Supportive Services
11.2018 - 10.2023

DISPATCHER MANAGER

Air Expressway Towing
06.2018 - 08.2020

Victor Valley College

High School Diploma -

NUEVA VISTA HIGH

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Melissa Tapia