Monica Franklin

• Provide frontline customer service phone support responding to customers request, offering solutions to meet customer needs
• Manage truck line of business and safety measures
• Dispatch deliveries and pickups to appropriate driver taking into consideration delivery time, safety and drivers hours
• Maintain drivers weekly load sheets for payroll
• Resolve customer inquiries for late or missed pick ups
• Train new dispatchers, Conduct quality assurance reviews in order to maintain adherence to quality standards
• Participate in designing and implementing corrective and preventative actions as needed
• Monitored vehicle locations to coordinate timely arrivals.
• Updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.
• Scheduled and organized delivery routes.
• Worked closely with customers to effectively resolve issues and complaints.
• Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
• Facilitated communications between customers and field personnel to answer questions or resolve concerns.
• Preserved accurate records of dispatched orders, deliveries and receipts.
• Checked that each scheduled route was appropriately covered by delivery drivers.
• Monitored and tracked status of shipments in transit to confirm on-time delivery.
• Answered phone calls and responded to customer emails.
• Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.
• Tracked and monitored vehicle performance and maintenance.
• Utilized customer feedback to improve customer service.
• Scheduled deliveries and pickups according to customer needs.
• Oversaw and enforced compliance with all safety regulations and DOT regulations.
• Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
• Managed customer accounts and invoicing.
• Provided training and guidance to new dispatchers.
• Coordinated dispatching of 3-15 drivers to accomplish daily delivery requirements.

• Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
• Developed and maintained quality assurance procedure documentation.
• Created and revised procedures, checklists and job aids to reduce errors.
• Monitored KPIs to proactively address bottlenecks and quality issues.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Created and collaborated in implementation and maintenance of customer complaint log.
• Participated in departmental meetings to establish short- and long-term strategy.
• Edited, proofed and critiqued internal documents to improve clarity.
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Analyzed quality and performance data to support operational decision-making.

Operate multiple-position switchboard, including handling incoming, outgoing and intra-service calls.

• Managed over 200 calls per day.
• Effectively processes both PBX and Physician Answering Service calls.
• Handle Code calls and stat calls per established policy and procedures.
• Page, locate and relay messages for physicians and hospital personnel.
• Input clinic on-call schedules.
• Created and maintained company phone directory with current extensions and staff information.
• Maintained detailed customer call and inquiry logs for performance monitoring.
• Maintained accurate records of calls placed and received.
• Installed software applications to track customer calls and enable improved insight.
• Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
• Connected callers with appropriate professional, department, or business.
• Operated switchboard and routed incoming calls to appropriate departments.
• Collected and verified telephone numbers, addresses, and proper spelling of names.
• Trained and mentored new PBX operations employees.
• Assisted colleagues with achieving task requirements, aiding team productivity and performance.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Resolved customer issues and complaints promptly and politely, upholding satisfaction.
• Responded to customer inquiries with patience and positivity to establish excellent first impression.

• Answered over 150 inbound customer service calls in queued call center environment.
• Meet established center performance and quality standards.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Negotiate win-win solutions for customer and company.
• Manage multiple priorities in team environment with minimal supervision.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.