SHANELLA SIMPSON

Monitored weather conditions daily to preemptively adjust routes when necessary, reducing potential delays due to adverse conditions.

• Provided ongoing support to drivers during shifts, addressing any issues or concerns promptly and professionally
• Monitored vehicle locations to coordinate timely arrivals.
• Provided training and guidance to new dispatchers.
• Assisted in resolving customer complaints and grievances.
• Coordinated driver dispatch to accomplish daily delivery requirements.
• Supported safety initiatives within the organization, promoting a culture of awareness among drivers and dispatchers alike.
• Maintained accurate records of all dispatched vehicles, ensuring proper documentation and compliance with industry regulations.
• Served as point of contact for emergency situations involving company vehicles or drivers, coordinating appropriate response measures quickly and effectively.
• Directed dispatching, routing, and tracking of 15 fleet vehicles.

• Conferred with customers via telephone, City’s website and fax in order to provide information about initiating/disconnecting services, and or issuing service requests for water customers,
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Explains utility billing practices and rates also collection; answers general informational questions about utility programs and procedures.
• Provide all customers who contact the call center receive exceptional service and support.
• Assured notes for the driver are added to the system in case follow-up was needed.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.