Sheryl Davis
Decatur,IL
Summary
I am an accomplished Dispatcher with over thirty-one years of experience in emergency road service, adept in Schedule Management and Customer Service, significantly enhanced call quality and customer satisfaction. I excelled in working with a team to prioritize effectively, ensuring swift resolution of diverse issues, and surpassing productivity goals. I demonstrated exceptional ability in database management and deescalation, achieving notable one-call resolution rates. I have strong problem-solving skills and commitment to promptly resolving issues. I also trained incoming dispatchers.
Overview
31
31
years of professional experience
Work History
Dispatcher/ Call Manager II
The Auto Club Group
08.1992 - 01.2024
- I provided unsurpassed customer service to callers requiring assistance for emergency road service, travel, and membership issues.
- I dispatched calls to the emergency road service contractors and assisted them with any mapping issues or directions.
- Closely monitored dispatch board to triage and prioritize daily calls for fourteen states.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Maintained professional relationship with the drivers to increase trust, reliability and rapport.
- Monitored productivity goals.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Real Estate Agent
Crye-Leike
01.2010 - 06.2013
- Maintained connections with clients to encourage repeat business and referrals.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Communicated with clients to understand property needs and preferences.
- Marketed and sold property for clients by hosting open houses and advertising online and in print.
- Presented purchase offers to sellers for consideration.
- Advertised client properties through websites, social media, and real estate guides.
- Negotiated, facilitated, and managed real estate transactions.
Unarmed Security Officer
Guardsmark Security
06.2009 - 07.2012
- Monitored alarm systems to detect any unauthorized entries into protected areas.
- Verified each individual's right to enter restricted areas and denied access to unauthorized persons.
- Completed full building and grounds patrols every two hours to spot and investigate concerns.
- Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on premises.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Responded quickly to incidents and assessed active situations for security concerns.
- Completed full building and grounds patrols to spot and investigate concerns.
Education
Business Administration
Tennessee State University
Nashville, TNBusiness Administration
Richland Community College
Decatur, ILHigh School Diploma -
Stephen Decatur High School
Decatur, ILSkills
- Schedule Management
- Service Coordination
- Operated a multi-channel radio
- Work Order Management
- Quality Assurance
- Emergency Procedures
- Customer Service
- Data Entry
- Customer Request Management
- Service Vehicle Dispatch
- Deescalation
- Information documentation
Timeline
Real Estate Agent
Crye-Leike
01.2010 - 06.2013
Unarmed Security Officer
Guardsmark Security
06.2009 - 07.2012
Dispatcher/ Call Manager II
The Auto Club Group
08.1992 - 01.2024
Business Administration
Tennessee State University
Business Administration
Richland Community College
High School Diploma -
Stephen Decatur High School
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