Michael Gurall
Concord,NH
Summary
Professional Dispatch Manager with considerable experience working in busy logistics, transport and vehicle environment. Efficiently works with drivers, other dispatchers and management to create most effective delivery routes and schedules to maximize driver efficiency. Enjoys working in challenging situations, remaining calm and level-headed in stressful situations which are part of the ever changing on-demand delivery service. Successfully manages dispatch and customer service call center for Maine, New Hampshire, Vermont, Massachusetts, Connecticut, Rhode Island, New York, New Jersey, and Pennsylvania. Extensive customer support for fields of healthcare, pharmacies, law offices, and manufacturing.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Operations Manager
ExpressIt Delivery
Nashua, NH
04.2024 - 09.2024
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Resolved customer complaints regarding late or incomplete deliveries by working with logistics teams to find solutions.
- Developed communication protocols between dispatchers and drivers to ensure accurate updates during transit times.
- Oversaw the onboarding process for new drivers; conducted interviews, reviewed background checks and ensured completion of required documents prior to hire date.
- Collaborated with IT department on system enhancements that would increase operational efficiency.
- Assisted in developing marketing materials such as brochures and pamphlets highlighting company services.
- Served as primary contact for external vendors providing transportation services.
- Established and maintained positive relations with drivers, creating work environment to embrace, promote and lead continuous improvement efforts.
- Managed daily operations of the dispatch team to ensure efficient workflow and customer service.
- Developed and implemented strategies to improve operational efficiency, including process automation and cost-reduction initiatives.
- Coordinated with other departments to ensure timely delivery of goods and services.
- Monitored drivers' performance, ensuring compliance with safety regulations, route optimization and on-time deliveries.
- Analyzed data to identify trends in customer orders and optimize routes for maximum efficiency.
- Provided training for new dispatchers on company policies and procedures as well as best practices for scheduling routes.
Owner
Call A Courier, Inc
Manchester, NH
09.2001 - 04.2018
Education
Some College (No Degree) -
Notre Dame College
Manchester, NHSkills
- Customer Communication
- Multiple project coordination
- Route planning expertise
- Sales Support
- Staff Training and Development
- Fleet dispatching
- Strong leadership
- Service Level Agreements
Certification
- HIPAA and Bloodborne Pathogen Trainer
- Extensive knowledge of E-Courier software as well as other dispatching platforms
- Experience with MS Word, Excel, Sharepoint and Teams
- Familiar with Paycom as it relates to the compliance of licenses and insurance
- TSA trainer of Security Threat Assessments
References
References available upon request.
Timeline
Operations Manager
ExpressIt Delivery
04.2024 - 09.2024
Owner
Call A Courier, Inc
09.2001 - 04.2018
Some College (No Degree) -
Notre Dame College