Stephanie Straus
Hampshire,IL
Summary
Solution-oriented and experienced leader offering 10 years in management, with specialization in employee communications, dispatch, data transfer, and customer service. Dedicated to achieving company goals through people, by cultivating a positive, collaborative, inclusive, and diversified team.
Overview
16
16
years of professional experience
Work History
Dispatcher / Router
Waste Managment
Lombard, IL
01.2023 - Current
Swing Dispatcher
Waste Managment
Lombard, IL
04.2021 - 01.2023
- Covered, dispatched, and recorded data simultaneously for various company sites with little to no error.
- Demonstrated adaptability by swiftly adjusting to new team dynamics each day while ensuring efficient operations for each site.
- Leveraged GPS devices and computer programs to plan routes, update customer files, or advise drivers about upcoming issues.
- Tracked activities to proactively spot opportunities to improve operations and workflow.
- Kept detailed and updated records of calls in physical and electronic databases.
- Utilized various software systems to facilitate movement, planning and scheduling.
Residential Route Manager
Waste Managment
Antioch, IL
08.2019 - 04.2021
- Conducted onboarding, new hire lead training, and first day orientations to acquaint new team members with the company’s operational procedures and policies.
- Worked in tandem with company’s HRIS system to enter, manage, and monitor any policy violations, union disputes, discrimination claims, etc.
- Completed routine service calls across site territory to resolve customers' issues and maximize satisfaction.
- Implemented and planned warehouse safety and security programs and activities.
- Assisted HR in coaching and performance management.
- Monitored driver and laborer time and attendance to control costs and maintain safety standards.
- As only one of two women on a team of 40, interviewed and vetted job applicants with a commitment to diversity, equity, and inclusion efforts in mind.
- Organized and scheduled drivers, trucks and helpers to successfully meet daily route requirements.
- Monitored daily operations and performed safety audits to check that staff followed administrative policies and regulations.
- Implemented and maintained workplace safety policies by involving employees in involved training classes in order to maximize engagement and boost team morale.
Dispatcher/Router
Waste Managment
Lombard, IL
08.2017 - 08.2019
- Used conflict resolution and neutral counseling techniques when dispatching calls to frustrated drivers, simultaneously still relaying information on customer needs, driver locations and loads, and daily factors to balance cost and complete customer satisfaction.
- Worked with sites and the service department to optimize routes based on needs of the customer.
- Determined the daily level of driver staffing to provide best mix of responsiveness and productivity without employee burnout.
- Assigned routes and service tickets to appropriate drivers throughout the day and for the next day; managing route actions and assuring route completion.
- Handled multitude of incoming calls and e-mails from customer service and sales department as well as manager requests for all pick up or delivery on any container movement within the market area.
- Initiated communication to customers while driver are on site, resolving pick up and other issues delaying the service.
Dispatch Supervisor
First Transit
Glen Ellyn, IL
3 2016 - 7 2017
- Managed multiple, different, data systems at once while maintaining a little to no error.
- Ensured trips are being distributed to all providers and that trip volume is appropriate in comparison to with performance and fleet size.
- Crated and compiled a variety of daily, detailed reports and duties for the next day’s operations.
- Managed and documented emergency situations for vehicle operators; act as liaison between the carrier and emergency services.
- Authorized trips outside of transit services when necessary.
- Processed route openings, insertions, extensions and issue resolutions.
- Submitted negotiated rates.
Dispatcher
First Transit
Glen Ellyn, IL
07.2015 - 3 2016
- Documented, scheduled and dispatched work across various systems and platforms in a prompt manner.
- Determined types or amounts of equipment/vehicles.
- Ensured timely and efficient movement of trips and orders with detail oriented scheduling.
- Used deescalation techniques to respond to customer/provider complaints.
Customer Service Representative
First Transit
Glen Ellyn, IL
10.2013 - 07.2015
- Maintained company’s entire data system of client files.
- Assisted with client orders via phone and email.
- Maintained and implemented company policy while still ensuring client satisfaction.
- Met personal team targets and call handling quotas.
- Met or exceeded performance requirements.
- Made sure customers were clearly informed, and guided with a smooth experience in billing procedures, processed payments, and setup assistance.
Assistant Store Manager
Lids/hat world
Lombard, IL
04.2011 - 06.2013
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Recruited and hired individuals demonstrating passion, dedication and added value to team.
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
Receiving Manager
Party City
Wheaton, IL
03.2009 - 02.2011
- Liaised with vendor representatives to rectify damages and shortages.
- Supervised warehouse team, including schedule management, training and task delegation.
- Kept stockroom free of hazards, working efficiently and properly organized.
- Received and staged incoming inventory for movement to storage or sales floor.
- Organized storage areas to maximize movement efficiency and minimize labor.
- Prepared accurate shipping orders and bills of lading to direct and route materials.
Education
High School Diploma - General
Glenbard East
2007
Skills
- Leadership
- Relationship Building
- Data Management Systems
- New Hire Lead Training
- Onboarding
- Performance Reviews
- Payroll (Kronos/UKG)
- Budget Analysis
- Schedule Development
- Coordination
- Diversity, Equity, and Inclusion Oriented
- Routing
- Troubleshooting
- Time Management
- Conflict Resolution
- Communication
- Project Planning
- Maintaining High Standards of Various Safety, HR, and Management Policies
- Customer Service
Accomplishments
- Waste Management: Manager Recognition Points for 5 consecutive years in addition to 2 Employee of the Month Awards.
- First Transit: Top Customer Service Representative Award as well as awarded for highest amount of calls taken per day while entering data with an error of 1% or less.
Timeline
Dispatcher / Router
Waste Managment
01.2023 - Current
Swing Dispatcher
Waste Managment
04.2021 - 01.2023
Residential Route Manager
Waste Managment
08.2019 - 04.2021
Dispatcher/Router
Waste Managment
08.2017 - 08.2019
Dispatcher
First Transit
07.2015 - 3 2016
Customer Service Representative
First Transit
10.2013 - 07.2015
Assistant Store Manager
Lids/hat world
04.2011 - 06.2013
Receiving Manager
Party City
03.2009 - 02.2011
Dispatch Supervisor
First Transit
3 2016 - 7 2017
High School Diploma - General
Glenbard East