Monica Kelly
Coconut Creek,Florida
Summary
Multi-talented business leader bringing 20 years of experience as successful Vice President. Strategic problem solver and change manager. Visionary executive implements plans that meet current and future needs. Key expertise in auto transport industry. Knowledgeable Dispatcher with 25 years of experience. Adept at checking on field personnel and solving concerns with self-directed and flexible approach. Great team management and complex problem-solving skills. Resourceful multitasker with proven skills in scheduling drivers, optimizing routes and prioritizing calls.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Dispatcher
Westway Towing
Lauderdale Lakes, FL
10.2001 - 03.2024
- Received and dispatched calls for emergency services.
- Monitored radio frequencies to ensure proper communication between personnel in the field and dispatch office.
- Updated records of driver locations, delays, and cancellations.
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Provided timely updates to customers regarding their orders or requests.
- Maintained logs of all incoming calls and assigned tasks.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Resolved customer complaints related to service issues or delays.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Conducted regular training sessions for new hires on proper protocols for handling emergency situations.
- Prepared weekly performance reviews for drivers based on their adherence to company standards.
- Interacted with local law enforcement agencies when responding to incidents in progress.
- Developed strategies for improving efficiency within the dispatch department.
- Kept detailed and updated records of calls in physical and electronic databases.
- Monitored changes in delivery schedule and communicated changes to customers.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Answered customer requests with information about product availability, shipping information and status updates.
- Supervised driver dispatching, route planning and vehicle tracking for over [Number] drivers.
- Identified locations and needs of callers to accurately send assistance.
- Managed daily delivery and work schedules to maximize coverage.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Investigated and resolved customer and vendor issues to retain business.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Liaised with customers to provide logistics for drivers and coordinate delivery times.
- Communicated with individuals within inbound call center setting to complete dispatch support for [Type] calls.
- Dispatched drivers to meet daily delivery needs for company customers.
- Recorded results of service calls to create report summaries for senior management.
- Prepared daily work and run schedules.
- Documented services performed, operations information and dispatch details in system.
- Addressed questions, problems or requests for service or equipment.
- Received or prepared work orders.
Owner
ALL-WAYS DISCOUNT AUTO TRANSPORT LLC
Coconut Creek, Florida
02.2016 - 03.2020
- Conducted market research to identify potential customers and their needs.
- Generated leads through cold calling, online searches, and referrals from existing clients.
- Developed relationships with customers by providing excellent customer service.
- Created presentations and proposals for prospective clients.
- Followed up with prospects on a regular basis to ensure satisfaction with services provided.
- Assisted in training of new hires on organizational procedures, policies and sales techniques.
- Drove sales through development of successful promotional strategies and product placement.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Adhered to company initiatives and achieved established goals.
- Reduced process lags by training employees on best practices and protocols.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Kept detailed and updated records of calls in physical and electronic databases.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Tracked changes in computer system to keep records current and accurate.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
Dispatcher/Manager
Driscoll's towing service
Pompano Beach, Florida
01.2002 - 11.2006
- Monitored and tracked the progress of drivers and shipments to ensure on-time delivery.
- Organized routes for drivers to maximize efficiency.
- Trained new staff members in proper dispatch procedures.
- Developed policies for driver safety and customer service.
- Negotiated contracts with vendors to reduce costs associated with shipping materials.
- Ensured that all vehicles met DOT standards for safety inspections.
- Managed a team of 20 dispatchers, providing guidance and support as needed.
- Provided timely updates to customers about their orders or deliveries.
- Scheduled maintenance appointments for fleet vehicles when necessary.
- Verified that all freight was properly documented before loading onto trucks.
Dispatcher
Self-employeed
Delray Beach, FL
11.1994 - 11.2002
- Developed business plan to secure financial backing from investors.
- Identified and recruited staff members, including managers and sales personnel.
- Established marketing strategies, such as social media campaigns, to promote the business.
- Negotiated contracts with vendors for supplies and services.
- Monitored cash flow to ensure proper budgeting of resources.
- Managed inventory levels to meet customer demand while minimizing costs.
- Resolved conflicts between employees or customers in a timely manner.
- Conducted regular meetings with employees to review progress towards company goals.
- Reviewed financial statements on a monthly basis in order to assess financial health of the organization.
- Scheduled maintenance activities for equipment used by the business.
- Oversaw daily operations of the business and provided guidance when needed.
- Kept records for production, inventory, income and expenses.
- Interviewed, trained and supervised employees.
- Managed operations budgeting, accounts payable and accounts receivable and payroll.
- Conferred with customers to understand needs and finalize purchase orders.
- Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.
- Analyzed financial statements and trends to manage cash flow and make business decisions.
- Mentored and trained new hires on sales techniques and customer service procedures.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Delegated work to staff, setting priorities and goals.
Vice President
abc discount auto transport
Pompano Beach, FL
03.1991 - 07.1995
- Developed and executed strategic plans to support the vision of the organization.
- Formulated policies that improved operational efficiency and productivity.
- Directed business development initiatives, including acquisitions and joint venture agreements.
- Negotiated contracts with vendors for services, products and supplies.
- Reviewed reports from functional areas to assess progress towards organizational goals.
- Analyzed market trends to identify opportunities for growth within existing markets or new ones.
- Ensured compliance with federal, state and local laws related to employment practices.
- Spearheaded efforts to enhance customer service processes while maintaining quality assurance standards.
- Advised senior executives on approaches for resolving complex issues impacting operations.
- Identified problems and implemented solutions to better streamline operations.
- Communicated regularly with executive team members to deliver pertinent details related to progress status and direction for projects.
- Delivered strategic input into business decisions and deals.
- Made recommendations to senior leaders on business strategy and initiatives.
- Implemented and monitored internal control procedures.
- Provided valuable leadership for program team members and third-party consultants.
- Managed annual review processes to support business functions and compliance.
- Assessed project resource requirements to support strategic execution.
- Created and integrated market plans to position company brands in target marketplace.
- Devised effective business strategies to capitalize on emerging market trends.
- Orchestrated successful team and customer events to drive engagement, satisfaction and loyalty.
- Emphasized and required people-centered leadership to promote employee value and respect.
- Drove new personnel philosophy and practices focused on employee recognition, merit-based promotions and staff retention, which increased by [Number]%.
- Hired, trained and mentored [Number] staff members to maximize productivity.
- Oversaw corrective action plans to remedy structural, organizational and departmental issues.
- Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
- Planned program details according to defined corporate strategy.
Education
High School Diploma -
Coral Springs High School
Coral Springs, FL06-1991
Skills
- Budget Administration
- Labor Relations
- Regulatory Compliance
- Administrative Oversight
- Customer Relations
- Project estimating
- Bidding processes
- Staff Management
- Contract Management
- Client Service
- Hiring and staffing
- Verbal and written communication
- Project Management
- Cash flow optimization
- Type fast
- Business Planning
- 25 year of dispatching
Languages
English
Professional
Affiliations
Owner operator with experience over 25 years. Started with my dad when i was 16 and had been in the industry ever since.
Certification
- I was licensed with interstate commerce commotion .
Accomplishments
I have accomplished saving life's form working in the towing industry when someones trapped in vehicle's to make sure they are saved and helped. In transporting i have accomplished i was one of the largest snowbird automobile transport company's on the east coast had 40 trucks per week from Florida to New York I moved over six thousand cars per season. I was taught if you work hard you can do anything.
Timeline
Owner
ALL-WAYS DISCOUNT AUTO TRANSPORT LLC
02.2016 - 03.2020
Dispatcher/Manager
Driscoll's towing service
01.2002 - 11.2006
Dispatcher
Westway Towing
10.2001 - 03.2024
Dispatcher
Self-employeed
11.1994 - 11.2002
Vice President
abc discount auto transport
03.1991 - 07.1995
High School Diploma -
Coral Springs High School