Rachel Dezso
Berea
Summary
Expert in process improvement and team leadership with a proven track record at Amerigas Propane. Developed cross-functional teams that enhanced delivery operations, achieving significant operational efficiencies. Skilled in logistics coordination and employee development, consistently exceeding performance goals. Recognized for effective communication, conflict resolution, and strategic planning to drive team success and optimize project outcomes.
Overview
12
12
years of professional experience
Work History
Customer Support Tactical Team Specialist
Amerigas
Brooklyn Heights
11.2025 - Current
- Coordinated with cross-functional teams to resolve complex customer concerns, improving resolution times.
- Collaborated closely with other departments such as sales, service, service processing, national accounts and delivery to resolve complex customer issues quickly and efficiently.
- Analyzed customer feedback to identify areas for service improvement.
- Educated customers on product features and best usage practices.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Followed up with customers post-issue resolution to confirm satisfaction and foster long-term relationships.
- Collaborated with team members to streamline support processes, enhancing overall team efficiency.
- Assisted in training new staff on field operations and delivery protocols and tools.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
Supervisor of Delivery Operations
AmeriGas Propane
Brooklyn Heights
03.2021 - 11.2025
- Supervised delivery coordinators and administrative teams all over the United States, both in-office and virtually.
- Developed cross-functional teams throughout the Delivery department to improve our escalation process for our diverse customer base.
- Trained new and existing supervisors at the sister location in Charlotte, NC, following the director of Distribution's request.
- Worked with a consulting firm for one year on operational improvements from 2022 to 2023.
- Trained new employees on company policies and procedures related to delivery operations.
- Developed a Delivery SOP for Delivery Coordinators, along with a fellow supervisor, which was then rolled out over a 6-week training period to 70+ employees, both virtual and in-office.
- Developed reporting to track driver call-offs/breakdowns to better support delivery coordinators when trying to maintain their order pool, and reduce late order percentages.
- Managed delivery coordinators and field relationships to resolve specific operational challenges.
- Overseeing all morale-based activities for in-office employees, while managing our monthly spending.
- Worked with management on the overtime budget in order to build our weekend schedule for both the summer and winter months.
- Developed a OneNote system to house critical information related to routing in geographically challenging areas.
- Interviewed all new candidates for Delivery Coordinators, Admin, and Delivery Leads alongside the Delivery Manager.
- Monitored all KPIs, goals, and incentives to ensure Delivery Coordinator team is hitting their marks.
- Performed regular reviews quarterly and yearly of employee performance and development.
- Adjusted staffing needs based on changes in volume or seasonal demands within the organization.
- Facilitated staff organization and monitoring within delivery department to enhance overall productivity.
- Coached professional development opportunities for team members with career development plans.
- Collaborated with staff to share and implement best practices, resulting in the achievement of specific team goals.
Delivery Coordinator
AmeriGas Propane
Brooklyn Heights
07.2020 - 03.2021
- Created and optimized routes for CDL A & B propane drivers at various locations nationwide.
- Worked closely with field managers to ensure we had enough resources (trucks/drivers/hours) to maintain order pools and avoid customers running out of gas.
- Maintained metrics for delivery efficiency, driver utilization, and monthly gallon goals, while preventing driver overtime and ensuring optimal use of hours to meet customer order expectations.
- Developed and implemented morning reporting for delivery department, enhancing communication with field on driver performance and identifying trends in missed stops and inefficient deliveries for real-time corrections.
- Collaborated with IT and distribution departments during initial months to troubleshoot and optimize processes in new centralized routing center and systems.
- Contacted customers to verify delivery access to propane tanks and arranged escorts.
- Used CRM system to monitor customer concerns from our customer service group.
- In December 2020, I was asked to become a lead for the Western delivery coordinator group. I assisted the supervisor in coaching, training, and development opportunities within our team.
Import Operations Specialist
Newport Tank Container
Rocky River
08.2018 - 07.2020
- Oversee global ocean and rail logistics.
- Managed ISF filing process for all incoming shipments to ensure compliance with regulations.
- Ensured compliance with global shipping regulations by managing necessary paperwork.
- Created accurate shipment-related paperwork to facilitate cargo transport.
- Coordinated transportation of containers from port and rail to customer sites.
- Updated customers on estimated times of arrival and delays for shipments.
- Daily tracking of all ISO tanks using multiple websites and networked relationships with steamship lines.
- Generated detailed invoices for clients and global partners in a timely manner.
- Assist with selling additional deliveries to customers' doors from the port.
- Finished training on handling hazardous materials.
Recruiter - Utilization Manager
ProDrivers
North Olmsted
02.2014 - 09.2018
- Answer client and driver calls and emails throughout the day.
- Assist applicants through the online application; call new applicants within 24 business hours.
- Set up company expense cards for our oilfield driver
- Arranged all travel overnight job assignments for our cdl drivers - flight, hotel stays, car rental/uber contacted families.
- Coordinated and conducted 1-4 daily interviews (in person or via phone) with A/B CDL truck drivers to assess qualifications and fit.
- Work on DOT files from start to finish: drug screens, run MVR, DAC reports, PSP report, criminal background check, set up drug screens, and verify driving experience with drug and alcohol verifications.
- Explain orientation training and payroll to new drivers on dispatch.
- Place job ads in the computer system, Indeed, ZipRecruiter, Craigslist, Facebook, and local paper ads to obtain a driver that fits the client's needs.
- Executed recruitment outreach at truck stops, successfully engaging potential drivers and expanding talent pool.
- Attend job fairs and events to recruit more experienced drivers.
- Set up interviews for ProDrivers and applicants to meet with our clients.
- Follow up with current and new drivers on our dispatch.
- Assisted in dispatching drivers for backfill positions.
- Recruiter for Northeastern Ohio, Pennsylvania, West Virginia, and New York.
- Handled any HR/PR issues.
- Arrange the company picnic and yearly charity events for employees.
- Manage Tier 1 and Tier 2 accounts; arrange biweekly face-to-face meetings to discuss operations and how to better serve our customers.
- (Buy them lunch, and bring our drivers some merchandise, etc.)
- Conducted cold calls to prospective clients and arranged meetings with Sales Manager to explore and develop new business opportunities.
Education
High School Diploma -
Columbia High School
Columbia Station, OH05-2011
Skills
- Customer service
- Problem-solving abilities
- Analytical and critical thinking
- Team leadership
- Employee training
- Team development
- Task delegation
- Time management
- Schedule planning
- Organizational proficiency
- Coordinating logistics
- Calendar coordination
- Travel coordination
- Travel arrangements
- Expense reporting
- Spreadsheet creation
- Presentation development
- Videoconference preparation
- Performance tracking
- Conflict management
- Process improvement
- Employee development
- Department organization
- Cross-cultural communications
- Leadership and supervision
- Multitasking capacity
- Friendly, positive attitude
- Goal oriented
- Hazardous materials awareness
- Computer proficiency
- Critical thinking
- Relationship management
- Performance tracking
- Critical thinking
Affiliations
- Nature Enthusiast - Kayaking / Camping
- Boy Scout Parent - Fundraising / Event Planning
- Competitive Sports Player - Darts / Softball / Crossfit
- The Dedicated Family/Friend Event Planner
References
References available upon request.
Timeline
Customer Support Tactical Team Specialist
Amerigas
11.2025 - Current
Supervisor of Delivery Operations
AmeriGas Propane
03.2021 - 11.2025
Delivery Coordinator
AmeriGas Propane
07.2020 - 03.2021
Import Operations Specialist
Newport Tank Container
08.2018 - 07.2020
Recruiter - Utilization Manager
ProDrivers
02.2014 - 09.2018
High School Diploma -
Columbia High School