Rayna S. Percivill
Kendalia,TX
Summary
Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
Overview
26
26
years of professional experience
Work History
Dispatcher
K&S Towing
Buda, TX
01.2018 - Current
- Closely monitored dispatch board to triage and prioritize over 100 daily calls.
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed dispatching, routing and tracking of 6 fleet vehicles.
Human Resources Manager
ROI Concepts
San Marcos, TX
07.2011 - 11.2017
- Reviewed and screened applicant resumes to identify qualified candidates.
- Oversaw and managed hiring process and assisted human resources.
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
- Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
- Monitored and handled employee claims involving performance-based and harassment incidents.
Billing Department Supervisor
Sierra Billing
Austin, TX
04.2009 - 05.2011
- Ensured state and federal compliance were being met for billing and contracts for clients
- Handled all in and out of office billing audits for clients
- Managed Quality control for company
- Created and maintained a user friendly reporting system for clients and owners to monitoring weekly ROI and potential deficits
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Sales Team Supervisor
Rainmaker
Austin, TX
06.2005 - 07.2008
- Represented clients such as ADP, Dell, HP, Computer Associates and Microsoft
- Maintained a positive relationship between company and client, ensuring client satisfaction with company/team support in achieving marketing objectives
- Reviewed and provided input on maintaining satisfactory levels of gross income/profitability on assigned accounts
- Developed effective style to be molded as a learning tool for others
- Trained, coached and mentored new sales associates for maximum performance.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Kept detailed track of sales and customer information in company system.
- Monitored sales team performance and provided constructive feedback.
Quality Supervisor
Harte Hanks
Austin, TX
03.2003 - 06.2005
- Provide Quality feed back to client and management for over 300 Xbox Technical support, Live connectivity, billing and escalations agents
- Assisted in the launch of new program Windows 2000,XP and ME virus support for Microsoft
- Launched the Retention and Billing Department for Microsoft Xbox Live.
Customer Service Supervisor
AT&T Wireless
Austin, TX
11.1994 - 08.2002
- Supervised approximately 30 Technical support agents for wireless equipment and operating systems
- Managed all Government and Corporate accounts
- Trained agents in Government, Personal and Corporate account resolution for the irate customer.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Education
High School Diploma -
Lake Travis High School
05.1990
Skills
- Traffic Monitoring
- Training and Development
- Complex Problem Solving
- Creative Thinking
- Team Building
- Management Advisement
- Conflict Resolution
- Mentoring and Coaching
- Customer Service
- Quality Control
- Service Coordination
- Customer File Maintenance
- Schedule Management
- Calendar and Scheduling Software
- Performance Assessments
Timeline
Dispatcher
K&S Towing
01.2018 - Current
Human Resources Manager
ROI Concepts
07.2011 - 11.2017
Billing Department Supervisor
Sierra Billing
04.2009 - 05.2011
Sales Team Supervisor
Rainmaker
06.2005 - 07.2008
Quality Supervisor
Harte Hanks
03.2003 - 06.2005
Customer Service Supervisor
AT&T Wireless
11.1994 - 08.2002
High School Diploma -
Lake Travis High School