Summary
Overview
Work History
Education
Skills
Skills Licenses
Timeline
Generic

Shernita Hines

Morrisville,NC

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. Well-qualified Dispatcher with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.

Overview

15
15
years of professional experience

Work History

Dispatcher III

Charter Communications, Spectrum
04.2017 - Current
  • Using computer systems to resolve issues, responding to emails, and assisting in driving field technician and field productivity.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Collaborated with fellow dispatchers to maintain seamless workflow during shift changes.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Directed dispatching, routing, and tracking of 30-50 fleet vehicles.
  • Closely monitored dispatch board to triage and prioritize over daily calls.
  • Sent out drivers to assist with hourly callers based on locations, needs and worker availability.

Customer Care Agent

Time Warner Cable (TWC)
11.2012 - 04.2017
  • Received and processed cable television orders, faxing, account and database maintenance, in and outbound phone inquiries, billing and payments.
  • Adhered strictly to data protection guidelines, ensuring that confidential information of customers was treated with utmost respect and diligence throughout all interactions.
  • Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.

Customer Care Specialist

XEROX
09.2009 - 11.2012
  • Resolved inbound pharmacy & insurance inquiries concerning account maintenance, invoicing, Medicare claims, product shipping and tracking in a call center environment.
  • Reconciled cost of orders by selling loyalty clubs, offering promotions and correcting issues.
  • Negotiated with vendors to achieve optimal pricing, saving.

Education

Associate of Applied Science - Human Resources Management

Wake Tech Community College
Raleigh, NC
05.2021

Certificate - Trucking Driving

C-1 Truck Driving School
Stafford, MO
08.2008

Diploma - Cosmetology

Vance-Granville Community College
Henderson, NC
05.2007

Skills

  • Data Entry
  • Dispatch software
  • Stress Tolerance
  • Dispatching procedures
  • Work Order Management
  • Closing tickets
  • Customer Service
  • Decision-Making
  • Critical Thinking

Skills Licenses

  • Associate degree- Human Resource Management
  • Data Entry 8800 Keystrokes/ Typing 30 wpm
  • Fluent in general office duties including faxing and filing
  • Proficient-Microsoft Office
  • CDL

Timeline

Dispatcher III

Charter Communications, Spectrum
04.2017 - Current

Customer Care Agent

Time Warner Cable (TWC)
11.2012 - 04.2017

Customer Care Specialist

XEROX
09.2009 - 11.2012

Associate of Applied Science - Human Resources Management

Wake Tech Community College

Certificate - Trucking Driving

C-1 Truck Driving School

Diploma - Cosmetology

Vance-Granville Community College

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Shernita Hines