Miracletrinity V. Mata’u
San Francisco,CA
Summary
Dynamic professional with extensive experience in call center operations and administrative support, seeking to leverage skills in a challenging role within the organization. Proven ability to enhance customer satisfaction and streamline processes, contributing to overall team success. Committed to delivering exceptional service while maintaining a strong focus on organizational goals. Eager to bring a proactive approach and collaborative spirit to drive results in a fast-paced environment.
Overview
20
20
years of professional experience
Work History
Operations Supervisor
Block By Block
San Francisco, CA
09.2024 - Current
- Manage scheduling, coordination and tracking of dispatchers & Field Operators shifts each week.
- Supervised daily operations to ensure compliance with safety and quality standards.
- Trained and mentored staff on operational procedures and best practices.
- Monitored performance metrics to identify areas for operational improvement and growth.
- Developed standard operating procedures to improve consistency in service execution.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
Lead Dispatcher
Block By Block, The East Cut CBD
11.2020 - 09.2024
- Supervised dispatch operations to ensure timely and accurate service delivery.
- Implemented process improvements that streamlined routing procedures and reduced delays.
- Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
- Managed East Cut's "Information Table" for Community engagement.
- Assisted in all of East Cut's events and community functions.
- Boosted overall team efficiency by streamlining communication and collaboration among team members.
Call Center Dispatcher
Transdev Inc
Brisbane, CA
02.2013 - 10.2020
- Directs drivers through radio contact; follow procedures upon drivers’ reports of incidents
- Maintains records, logs, and schedules of the calls received to schedule transit services, drivers dispatched, fare collection, and customer cancellations or no-shows
- Accurately enter information into Trapeze and VDS.
- Fill open runs or make driver or trip reassignments to ensure timely service.
Dispatcher Scheduler
MV Transportation
Redwood City, CA
08.2008 - 02.2013
- Directs drivers through radio contact; follow procedures upon drivers’ reports of incidents
- Maintains records, logs, and schedules of the calls received to schedule transit services, drivers dispatched, fare collection, and customer cancellations or no-shows
- Accurately enter information into Trapeze and VDS.
- Fill open runs or make driver or trip reassignments to ensure timely service.
Office Clerk
Legal Services Corp
Pago Pago, American Samoa
06.2005 - 06.2007
- Provided clerical support to the manager and administrative staff
- Screened telephone calls and visitors and referring them to appropriate person or agency
- Prepared and maintained files and records of clients
- Maintained confidential information of office related matters, including confidentiality of clients’ information
- Received, routed, and processed incoming mail
- Matching of invoices and process for payment
- Xeroxing and faxing
Education
Diploma -
Samoana High School
Pago Pago, American Samoa06.2007
Skills
- Operations management
- Performance monitoring
- Customer relations
- Logistics oversight
- Inventory coordination
- Project planning
Timeline
Operations Supervisor
Block By Block
09.2024 - Current
Lead Dispatcher
Block By Block, The East Cut CBD
11.2020 - 09.2024
Call Center Dispatcher
Transdev Inc
02.2013 - 10.2020
Dispatcher Scheduler
MV Transportation
08.2008 - 02.2013
Office Clerk
Legal Services Corp
06.2005 - 06.2007
Diploma -
Samoana High School