Nichole Johnson
Harleyville,South Carolina
Summary
Dynamic and highly organized professional with extensive experience in the transportation industry, specializing in efficient management of complex operations and exceptional customer service. Expertise in multitasking, swiftly resolving customer issues, and providing precise guidance to drivers ensures seamless coordination of service activities. Proven ability to thrive under pressure while maintaining composure and effectively prioritizing tasks, complemented by strong communication and time management skills. Committed to leveraging analytical and problem-solving capabilities to drive operational excellence, enhance efficiency, and achieve organizational goals through reliable leadership and proactive collaboration.
Overview
20
20
years of professional experience
Work History
Dispatcher
Twisted Hook Towing & Recovery
03.2024 - Current
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed dispatching, routing, and tracking of 8-12 fleet vehicles.
- Provided customers with information on services.
- Monitored and tracked dispatch communication systems.
- Answered phone calls and responded to customer emails.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
DISPATCH SUPERVISOR
Elite Towing & Recovery LLC
04.2019 - 08.2023
- Trained, coached and mentored new hires in dispatch operations.
- Conducted performance reviews for team members to identify areas of improvement.
- Facilitated communication between drivers, customers and vendors throughout the duration of each transport.
- Developed and maintained strong relationships with customers, vendors and other internal departments.
- Coordinated emergency response efforts when necessary due to inclement weather or other unforeseen circumstances.
- Provided feedback on driver performance, identifying areas of improvement and recognizing successes.
- Assisted with the development of new policies related to dispatch operations as needed.
- Managed employee scheduling across multiple shifts within the department.
- Created and implemented daily dispatch plans to ensure customer service levels were met.
CUSTOMER SERVICE REPRESENTATIVE
Iqor
10.2018 - 04.2019
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers. The investment side of a major credit card company was closing. We were there to assist customers in moving their money to other investments.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
CUSTOMER SERVICE AGENT
ADT
01.2018 - 09.2018
- Responded to telephone inquiries and complaints following standard operating procedures.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Utilized problem-solving techniques to quickly resolve customer complaints in a professional manner.
- Provided account information to customers and explained bill service policies and customer rights.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Adapted communication style to meet the needs of different customers and situations.
- Ensured compliance with applicable laws, regulations, policies, procedures, and ethical standards when handling sensitive information.
- Remained open to feedback from supervisor and peers to build and improve skills set.
DISPATCHER/ OFFICE MANAGER
Safari Towing & Recovery LLC
01.2006 - 04.2017
- Worked with coworkers to complete tasks.
- Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite.
- Responded quickly to meet customer needs and resolve problems.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Experienced with social media and communications platforms.
- Participated in ongoing training to enhance own job skills and knowledge.
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.
- Oversaw dispatch activities and enforced compliance with laws and regulations.
- Monitored GPS systems for real-time tracking of vehicles during transit.
- Trained new drivers on dispatch policies and procedures.
- Employed sound judgment when making decisions related to dispatch operations.
- Evaluated driver performance and provided feedback.
- Assisted in training new staff members on dispatcher duties and responsibilities.
- Selected safest and fastest routes to driver locations with available locator aids.
- Responded quickly to emergency situations involving drivers or vehicles.
- Excelled in multitasking to manage a high call volume with professionalism and efficiency.
- Proficiently used computer systems for data entry, tracking, and managing of driver information.
Education
HIGH SCHOOL DIPLOMA -
Pole Home School
Louisa, KENTUCKY11.2017
Skills
- Equipment Dispatch
- Communication Equipment Operation
- Attendance Documentation
- Maintaining Clean Work Areas
- Driver communication
- Multitasking and organization
- Route navigation
- Coordinating urgent deliveries
- Prioritizing calls
Timeline
Dispatcher
Twisted Hook Towing & Recovery
03.2024 - Current
DISPATCH SUPERVISOR
Elite Towing & Recovery LLC
04.2019 - 08.2023
CUSTOMER SERVICE REPRESENTATIVE
Iqor
10.2018 - 04.2019
CUSTOMER SERVICE AGENT
ADT
01.2018 - 09.2018
DISPATCHER/ OFFICE MANAGER
Safari Towing & Recovery LLC
01.2006 - 04.2017
HIGH SCHOOL DIPLOMA -
Pole Home School
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