Sirena Dillard

• Engage: daily safety messages, weekly driver huddles, and monthly safety meetings.

Analyze: routine review of performance data, soliciting feedback from Citrus, and implementing necessary changes or upgrades to enhance the overall quality of service, and on-time performance.

• Recognize: enact a loyalty program that encourages employees to demonstrate consistent safe habits that reflect improved community engagement, attendance, policy adherence, and morale.

Oversee the consistent review of field operations, refreshing and retaining as needed for optimal service output.

• Drove revenue by cultivating successful client relations.
• Managed daily delivery and work schedules to maximize coverage.
• Liaised with customers to provide logistics for drivers and coordinate delivery times.
• Documented services performed, operations information, and dispatch details in system.
• Relayed work orders, messages or information using telephones or two-way radios.

• Monitored call recordings to identify areas for improvement and compliance with protocols.
• Planned staff and training meetings and scheduled conference rooms.
• Oversaw daily operations of call center team, ensuring adherence to performance standards.
• Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
• Identified appropriate solutions to minimize issues and quickly solve problems.
• Documented changes made within the department as part of continuous improvement efforts.