Sheila Kilgore
Smyrna,TN
Summary
Results-driven dispatch coordinator with expertise in logistics management, compliance monitoring, and customer relationship management. Proven track record in optimizing delivery schedules and enhancing communication with drivers to ensure timely shipments.
Overview
24
24
years of professional experience
Work History
Dispatch Coordinator
Titus Transportation
Mount Juliet, Tennessee
08.2018 - 06.2025
- Coordinated dispatch schedules to ensure timely delivery of shipments.
- Communicated daily with drivers to provide route updates and necessary instructions.
- Monitored freight loads for compliance with safety and regulatory standards.
- Collaborated with warehouse staff to streamline loading and unloading processes.
- Utilized dispatch software to manage logistics and track shipment progress.
- Resolved customer inquiries regarding shipment status and delivery timelines.
- Kept customers informed of service trucks' whereabouts and expected time of service.
- Tracked real-time location of vehicles using GPS technology.
- Maintained up-to-date records of freight movement and shipment tracking information in the system.
- Monitored phone queue, supported emails and retrieved inbound support faxes.
- Implemented procedures for monitoring driver hours-of-service compliance with DOT regulations.
- Provided guidance to drivers on road conditions, speed limits, traffic patterns.
- Monitored driver performance in terms of timeliness and safety regulations compliance.
- Developed relationships with carriers and vendors to ensure optimal pricing and service levels.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
- Maintained current knowledge of personnel in field and completed deliveries or delays.
- Advised personnel about accidents, weather conditions or other hazards.
Client Service Representative
Atlantic Trucking Company
Charleston, South Carolina
11.2001 - 06.2017
- Assisted clients with inquiries regarding freight services and transportation options.
- Resolved customer complaints by coordinating with internal departments for timely solutions.
- Maintained accurate records of client interactions using company CRM software.
- Facilitated communication between clients and drivers to ensure smooth operations.
- Conducted follow-up calls to gather feedback on service quality and client satisfaction.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Maintained customer records in the database system.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Demonstrated excellent listening skills and empathy towards customers' needs and concerns.
- Scheduled and confirmed appointments based on customer availability.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Performed administrative tasks such as filing documents and responding to emails.
- Participated in training sessions and workshops related to customer service best practices.
- Developed strong relationships with customers through friendly interactions and problem-solving abilities.
- Identified opportunities for process improvements within the organization's customer service department.
- Verified accuracy of data entered into company systems.
- Escalated complex customer inquiries to supervisors when necessary.
- Scheduled meetings with prospective and existing clients to optimize long-term business success.
- Managed client accounts by providing accurate data entry services.
- Updated databases with new and modified customer data.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Education
GED -
Cotton Boll Vo-Tech
Burdette, AR06-1982
Skills
- Dispatch coordination
- Route optimization
- Logistics management
- Compliance monitoring
- Freight tracking
- Customer relationship management
- Conflict resolution
- Problem solving
- Time management
- Attention to detail
- Transportation
- Software familiarity
- Excellent communication
- Job specification review
- Critical thinking
- Customer service
- Multitasking
- Process orders
- Reliability
- Problem-solving
- Stress management
- Task prioritization
- Multitasking Abilities
- Driver incident support
Timeline
Dispatch Coordinator
Titus Transportation
08.2018 - 06.2025
Client Service Representative
Atlantic Trucking Company
11.2001 - 06.2017
GED -
Cotton Boll Vo-Tech