Summary
Overview
Work History
Education
Skills
Timeline
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SAMANTHA HICKS

Sparta,GA

Summary

Dynamic leader with proven success at BBC ENTERPRISE and FLORIDA MEDTRANS CORP, enhancing dispatch efficiency and operational excellence. Expert in route planning and motivational skills, I've driven teams to exceed goals, significantly improving customer satisfaction and on-time performance. Achieved notable reductions in workplace accidents through strong leadership and policy enforcement.

Overview

14
14
years of professional experience

Work History

Lead Dispatcher

BBC ENTERPRISE
11.2019 - 12.2024
  • Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • 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.
  • Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
  • Enhanced communication between field personnel and the dispatch team by establishing clear protocols and utilizing effective communication tools.
  • Served as a liaison between drivers, clients, and internal teams to resolve issues or concerns quickly and effectively.

OPERATIONA MANAGER

FLORIDA MEDTRANS CORP
01.2011 - 11.2019
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Assisted in recruiting, hiring and training of team members.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reported issues to higher management with great detail.

Education

No Degree - Business Administration

Central Texas College
Killeen, TX

High School Diploma -

JAMES A. SHANKS
Quincy, FL
06-1983

Skills

  • Quick decision making
  • Prioritizing calls
  • Motivational skills
  • Data entry
  • Route planning
  • Incident reporting
  • Dispatching field personnel
  • Routing orders
  • Delegating work
  • Updating logs
  • Policy enforcement
  • Strong leadership
  • Adjusting routes

Timeline

Lead Dispatcher

BBC ENTERPRISE
11.2019 - 12.2024

OPERATIONA MANAGER

FLORIDA MEDTRANS CORP
01.2011 - 11.2019

No Degree - Business Administration

Central Texas College

High School Diploma -

JAMES A. SHANKS

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