Nick Gofman
San Francisco,CA
Summary
Dynamic Dispatch Manager with over 10 years of experience supervising dispatch staff to coordinate service and deliveries. Monitors and proactively adjusts service to maximize on time performance and productivity. Demonstrates effective use of scheduling software, telephone and data analysis skills to track, trend and take action to effectively manage dispatch support implementation while coaching team members toward improvement.
Overview
18
18
years of professional experience
Work History
Lead Dispatch Coordinator
Ace Plumbing & Rooter
02.2024 - 04.2024
- Enhanced communication between field personnel and the dispatch team by establishing clear protocols and utilizing effective communication tools.
- Reduced errors in dispatch assignments by prioritizing accuracy and attention to detail in all tasks.
- Monitored service titan and implemented improvements as needed, maintaining the highest level of service for clients.
- Assisted in updating company policies related to dispatch operations, maintaining compliance with industry standards and regulations.
- Maintained accurate records of all dispatched calls ensuring proper documentation is available when needed.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Streamlined communication between drivers, customers, and management for improved customer satisfaction.
- Analyzed data from various sources to identify areas for improvement in dispatch operations and make informed recommendations for changes.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Managed customer accounts and invoicing.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Streamlined workflow for improved response times with thorough planning and organization of tasks.
- Enhanced dispatch efficiency by implementing effective communication systems and protocols.
Call Center/Dispatch Operations Manager
Smelly Mel's Plumbing
08.2022 - 12.2023
- Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Resolved escalated customer complaints by promptly addressing concerns and implementing corrective actions as needed.
- Participated in strategic planning sessions with senior management to align departmental goals with organizational objectives.
- Responded to high volume of phone and email requests to provide logistics information.
- Leveraged service titan and other tools to track data and make recommendations.
- Maintained up-to-date knowledge of products and services offered to customers.
- Built strong relationships with clients by following up on previous jobs.
- Reduced response times with effective dispatcher training and timely decision making.
- Streamlined communication processes for better coordination between drivers, customers, and warehouse staff.
- Improved dispatch efficiency by implementing new scheduling and routing strategies.
- Analyzed historical data to identify trends in workload volume, adjusting staffing levels accordingly during peak periods or downtimes.
- Evaluated current operational processes to help develop, implement and improve practices.
- Optimized dispatch operations by implementing efficient route planning and resource allocation strategies.
Dispatch Operator
Chosen Rooter & Plumbing
06.2021 - 07.2022
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee
- Evaluated current operational processes to help develop, implement and improve practices.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Received new orders, prepared documentation and assigned personnel.
- Maintained updated and detailed records of calls in physical and electronic database.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Evaluated and adjusted over routes based on daily needs, available workers, traffic hazards and weather conditions.
- Sent out drivers to assist hourly calls based on locations, needs and worker availability.
- Directed dispatching, routing and tracking of fleet vehicles.
- Sent drivers to assist with hourly callers based on locations, needs and worker availability.
- Evaluated and adjusted routes based on daily needs, available workers, traffic hazards and weather conditions.
- Responded to daily caller requests with information about assistance and timeframes.
- Closely monitored dispatch board to triage and prioritize over 15 daily calls
- Enhanced dispatch operations by streamlining communication processes between drivers and customers.
- Reduced response times for emergency services with efficient dispatching of appropriate units.
Dispatch Operations Manager
Comcast, Xfinity
05.2012 - 09.2021
- Modernized communications systems to improve productivity, reliability and efficiency.
- Supervised team of 18 employees and provided training focused on maximizing overall performance.
- Maintained meticulous employee records to accurately track attendance and productivity.
- Optimized routes through careful planning.
- Directed dispatching, routing and tracking of 45 fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database..
- Trained over 20 new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction
- Evaluated and adjusted routes based on daily needs, available workers, traffic hazards and weather conditions.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Received new orders, prepared documentation and assigned personnel.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Reported to management operational activities and maintained current records.
- Evaluated current operational processes to help develop, implement and improve practices.
- Recorded and secured archives of customer requests, services performed and other dispatch information to maintain accurate records and appropriate filing systems.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements
- Reported issues to higher management with great detail
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Supervised daily operations of multi-million dollar operation
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Reduced response times for customer inquiries with effective communication strategies and thorough knowledge of operations.
- Implemented advanced software systems to increase accuracy in dispatching orders and managing resources.
Dispatcher
AC Square
04.2009 - 04.2011
- Directed dispatching, routing and tracking fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over hundreds of daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Sent out drivers to assist hourly callers based on locations, needs and worker availability.
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs
- Received new orders, prepared documentation and assigned personnel
Dispatcher
MasTec
10.2006 - 12.2008
- Directed dispatching, routing and tracking of fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Evaluated and adjusted routes based on daily needs, available workers, traffic hazards and weather conditions.
Education
Some College (No Degree) - Business Management
San Francisco State University
San Francisco, CASkills
- Equipment Location Identification
- Service Titan
- Traffic Monitoring
- Effective Scheduling
- Effective Communication
- Dispatch Recordkeeping
- Workflow Processes
- Operational Procedures
- Client Interactions
- Service Requests
- Critical Thinking
- Status Updates
- Creative Solutions
- Problem Assessment
- Work Crew Dispatch
- Route Planning and Adjustment
- Call Center Software
- Calendar and Scheduling Software
- Message and Work Order Transfer
- Work Order Preparations
- Motivational Leadership
- Dispatch Procedures
- Team Guidance and Direction
- Dispatch Coordination
- Customer Accounts Management
- Job Specification Review
- Accounts Payable and Accounts Receivable
- Equipment Dispatch
- Customer File Maintenance
- Dispatcher Monitoring
- Service Vehicle Dispatch
- Client Relations Skills
- Client Support
- Efficient Routing
- Microsoft Office
- Computer Literacy
- Paperwork Processing
- Management Advisement
- Program Optimization
- Policy Development and Enforcement
- Management Training
Languages
Russian
Native or Bilingual
Timeline
Lead Dispatch Coordinator
Ace Plumbing & Rooter
02.2024 - 04.2024
Call Center/Dispatch Operations Manager
Smelly Mel's Plumbing
08.2022 - 12.2023
Dispatch Operator
Chosen Rooter & Plumbing
06.2021 - 07.2022
Dispatch Operations Manager
Comcast, Xfinity
05.2012 - 09.2021
Dispatcher
AC Square
04.2009 - 04.2011
Dispatcher
MasTec
10.2006 - 12.2008
Some College (No Degree) - Business Management
San Francisco State University
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