Sophie Smith
Orlando,FL
Summary
I pride myself in the small details, and love to be organized. I work well with others and excel in leadership rolls. As well as taking all my tasks very seriously and always fulfilling them to the best of my ability, constructive criticism is always something I take into great consideration, always trying to better myself each and every day. I love teamwork, building relationships with the people I work with to excel in all our work duties!
Overview
12
12
years of professional experience
Work History
Dispatcher/Driver
New Generation Towing
Orlando, FL
01.2026 - Current
- Coordinated dispatch operations to ensure timely response to service requests.
- Utilized GPS tracking systems for efficient route planning and resource allocation.
- Communicated effectively with drivers and customers to provide updates and resolve issues.
- Monitored vehicle fleet status to optimize operational efficiency and reduce downtime.
- Implemented process improvements that enhanced service delivery speed and accuracy.
- Trained new dispatch staff on procedures, systems, and customer service protocols.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely drop offs and pick ups
- Directed dispatching, routing, and tracking of 6 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies and frustration with impounds.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Conducted vehicle assessments to determine appropriate towing methods and equipment.
- Ensured compliance with safety regulations during loading and unloading processes.
- Recovered vehicles, completed private tows, and managed involuntary pick-ups on behalf of business and law enforcement professionals.
- Secured vehicle to tow truck and checked all attachments for safe operation.
- Delivered exceptional customer service in high-stress situations, fostering positive relationships with clients and referral sources.
- Collaborated with local law enforcement agencies to safely clear accident scenes and impounded vehicles.
- Fastened chains, straps, covers, and binders to secure load during transit.
- Answered roadside assistance calls for tows and other vehicle support.
Dispatcher
Able Towing
08.2025 - 01.2026
- Mastered vehicle release procedures to ensure compliance and efficiency.
- Reviewed and interpreted local and state towing laws to guide decision-making and policy development.
- Responded to phone calls promptly, addressing inquiries and providing information to maintain positive customer relations.
- Facilitated effective communication by providing precise information on first contact to enhance customer experience.
- Achieved high customer satisfaction ratings through effective resolution of service issues. Enhanced team performance by streamlining communication processes. Fostered a customer-centric culture that prioritized client needs and expectations.
- Managed conflict resolution to deescalate tense situations.
- Facilitated communication with insurance companies to ensure timely processing of claims and inquiries.
- Executed cash handling procedures to ensure accurate financial transactions.
- Optimized route organization to support timely deliveries and improve customer satisfaction.
- Balanced various assignments effectively to support team objectives and project deadlines.
- Operated flatbed and wheel lift tow trucks to ensure safe vehicle recovery and transport.
- Evaluated vehicle types to identify essential equipment needs for correct towing procedures.
- Conducted thorough reviews and audits to maintain high levels of detail-oriented work.
- Optimized workflows to enhance time efficiency across projects.
Parts Sales Manager
AutoZone
05.2024 - 08.2025
- Executed store opening and closing procedures to ensure operational efficiency.
- Conducted thorough audits of safes and registers before opening and after closing.
- Oversaw inventory management activities, performing routine counts and audits to maintain optimal stock levels.
- Assisted in maintaining up-to-date planograms for store layout and merchandise placement. Supported breakdowns, rebuilds, and restocking processes to ensure product availability.
- Executed commercial operations during lunch breaks and after regular hours in absence of commercial manager.
- Oversaw cash drop procedures and handled bank pickups to ensure timely and accurate change distribution.
- Achieved high customer satisfaction ratings through effective problem resolution. Enhanced service delivery by streamlining communication processes. Fostered positive relationships with customers to drive repeat business.
Parts/Office Manager
CT Performance Tuning
12.2023 - 01.2025
- Processed customer orders and resolved inquiries to enhance service quality.
- Conducted regular inventory audits to maintain accurate stock records and minimize discrepancies.
- Managed ordering and receiving processes for inventory restocking.
- Managed ordering and receiving processes for customer parts.
- Coordinated collection of parts from local couriers.
- Facilitated effective communication by handling phone inquiries and email correspondence on a daily basis.
- Oversaw order accuracy processes to guarantee customers received the correct parts without delays.
- Managed end-to-end invoice creation and distribution processes.
- Executed timely deliveries to local shops, ensuring inventory availability.
Commercial Manager
O’Reilly Auto Parts
10.2018 - 11.2023
- Assisted in processing incoming shipments and preparing outgoing parts. Supported inventory management by tracking parts flow. Collaborated with team members to ensure timely delivery of components.
- Managed relationships with commercial customers and prospective clients.
- Oversaw safe counting and deposit processes to ensure financial accuracy and security.
- Managed commercial department activities to enhance market presence and customer engagement.
- Achieved timely processing of dealership orders, resulting in enhanced customer satisfaction.
- Directed driver dispatching processes to enhance operational workflow and service reliability.
- Managed procurement and delivery of special orders to meet customer needs.
Office Assistant – Office Manager
Florida Vacations Management
06.2014 - 10.2018
- Managed incoming phone calls to ensure efficient communication and customer service.
- Processed credit card transactions efficiently and accurately.
- Coordinated vacation schedules to maintain operational efficiency and employee satisfaction.
- Communicated effectively with customers to understand needs and deliver appropriate assistance.
- Executed paperwork filing processes to ensure compliance and streamline operations.
- Executed periodic cleaning and maintenance of villas to ensure pristine conditions.
- Working closely with Microsoft
- Managed guest arrivals and departures, ensuring efficient and welcoming service.
- Executed lock code changes following each guest's departure to enhance security protocols.
- Managed customer questions and concerns to ensure effective communication and support.
Education
Automotive Technology -
Professional And Technical High School (TECO/PATHS)
05-2014
Skills
- Multitasking
- Organization skills
- Time Management
- Towing knowledge
- Power Tools
- Hand Tools
- Mechanic Work
- Bookkeeping
- Truck operator
- Attention to detail
- Cash handling
- Microsoft Office
- QuickBooks
- Filing paperwork
- Customer Service
- Sales
- Office Management
- Receptionist
- Deescalation tactics
Timeline
Dispatcher/Driver
New Generation Towing
01.2026 - Current
Dispatcher
Able Towing
08.2025 - 01.2026
Parts Sales Manager
AutoZone
05.2024 - 08.2025
Parts/Office Manager
CT Performance Tuning
12.2023 - 01.2025
Commercial Manager
O’Reilly Auto Parts
10.2018 - 11.2023
Office Assistant – Office Manager
Florida Vacations Management
06.2014 - 10.2018
Automotive Technology -
Professional And Technical High School (TECO/PATHS)