Sergio Umana
Huntsville,AL
Summary
Self-motivated Pusher with 6 years of transportation and call representative experience. Committed to accuracy in planning and managing fleet operations to boost business success. A results-oriented professional with advanced skills in call taking and efficient work ethics. Dynamic and well-trained Dispatcher used to stressful environments. Promoting great customer service and customer interaction skills. Looking to join a busy call center as a dispatcher or call representative. Polished Dispatcher with team-driven mentality and great time management skills. Established lasting relationships with partners, customers and company staff. Known for best-in-class reliability and resourcefulness.
Overview
6
6
years of professional experience
Work History
Transportation Dispatcher
Miami Dade Ambulance
Miami, Florida
07.2020 - 02.2024
- Received and processed customer orders for transportation services.
- Monitored drivers' progress and updated customers on their vehicle status.
- Researched alternate routes when necessary due to traffic or road conditions.
- Provided support to drivers in regards to directions, paperwork.
- Verified that all required documents were received prior to dispatch.
- Communicated with third-party logistics providers regarding pick-up and delivery times and locations.
- Investigated any customer complaints or issues relating to service levels or quality assurance standards.
- Checked paperwork prior to dispatching crew members to maintain accuracy.
- Supervised employees to ensure that patients were transported accurately to and from specified locations while adhering to safety standards.
- Provided customers contacting call center with exceptional service and support.
- Utilized active listening and intelligent open-ended questioning to help build lasting relationships with customers.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
Call Center Representative
Super Shuttle- Veolia Transportation
Miami, Florida
10.2017 - 03.2020
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
Education
High School Diploma -
Miami Central Senior High School
Miami, FL06-2017
Skills
- Business Presentations
- Route Planning
- Quality Assurance Standards
- Documentation Management
- Fleet Operations
- Customer Relations
- Team Collaboration
- Telephone Etiquette
- Issue Resolution
- Company Procedures
- Dispatch of Drivers
- Documentation and Paperwork
- Geographical Knowledge
- Transportation Management
Languages
English
Professional
Spanish
Professional
Timeline
Transportation Dispatcher
Miami Dade Ambulance
07.2020 - 02.2024
Call Center Representative
Super Shuttle- Veolia Transportation
10.2017 - 03.2020
High School Diploma -
Miami Central Senior High School
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