Summary
Overview
Work History
Education
Skills
Timeline
Generic

Napuapunahelemaikalani Ferreira

Universal City

Summary

Dynamic Service Dispatcher with a proven track record at Securitas Technology, excelling in resource allocation and operational efficiency. Skilled in multitasking and task delegation, I enhanced customer satisfaction and reduced response times through effective scheduling. Recognized for fostering strong relationships and streamlining communication, ensuring seamless service delivery.

Overview

5
5
years of professional experience

Work History

Service Dispatcher

Securitas Technology
05.2024 - Current
  • Assessed internal processes regularly, implementing changes that led to improved resource allocation and overall operational efficiency.
  • Developed strong relationships with clients and technicians to foster a positive work environment.
  • Enhanced customer satisfaction by efficiently coordinating service appointments and dispatching technicians.
  • Collaborated with cross-functional teams to improve overall service quality and efficiency.
  • Served as a key point of contact between field staff, management, and customers to ensure seamless communication throughout the service process.
  • Provided exceptional customer support by addressing inquiries, resolving concerns, and escalating issues when necessary.
  • Maintained accurate records of service calls, technician assignments, and completed jobs for optimal organization.
  • Managed high call volume, prioritizing urgent requests to ensure prompt assistance.
  • Reduced response times with effective scheduling and route optimization strategies.
  • Streamlined communication between customers and technicians for timely service delivery.
  • Consistently met or exceeded company targets for response times, customer satisfaction ratings, and team productivity levels.
  • Coordinated emergency services during after-hours shifts, ensuring prompt responses to critical situations.
  • Answered phone calls and responded to customer emails.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Assisted in resolving customer complaints and grievances.
  • Communicated with customers to provide delivery updates and resolution.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Monitored and tracked dispatch communication systems.
  • Tracked and monitored vehicle performance and maintenance.

Team Lead

Securitas Electronic Security
07.2021 - 05.2024
  • Directed dispatching, routing, and tracking of Number fleet vehicles.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
  • Processed orders, ran bulk pick sheets, processed, and printed invoices and created daily shipping logs.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Developed strong relationships with local authorities through clear communication and cooperation during emergencies.
  • Reduced false alarms by verifying incident details before dispatching emergency personnel, saving time and resources.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.

Shift Supervisor

CVS Pharmacy
06.2020 - 07.2021
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Helped store management meet standards of service and quality in daily operations.
  • Enforced company policies and regulations with employees.
  • Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
  • Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.

Education

High School Diploma - None

James Campbell High School
'Ewa Beach, HI
05.2012

Skills

  • Strong multitasking
  • Detail-oriented
  • Stress tolerance
  • Task delegation

Timeline

Service Dispatcher

Securitas Technology
05.2024 - Current

Team Lead

Securitas Electronic Security
07.2021 - 05.2024

Shift Supervisor

CVS Pharmacy
06.2020 - 07.2021

High School Diploma - None

James Campbell High School

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Napuapunahelemaikalani Ferreira