STEVEN PALMER
Las Vegas,NV
Summary
A highly skilled professional with a demonstrated history of enhancing operational efficiency and resolving issues. Proficient in cultivating enduring relationships with key decision-makers, clients, and team members to advance organizational objectives. I am prepared to leverage my training and expertise to embrace new professional endeavors.
Overview
20
20
years of professional experience
Work History
Dispatcher Coordinator
Phoenix Franchise Brands LLC
Las Vegas, NV
03.2023 - 05.2024
- Provided exceptional customer service by addressing inquiries promptly and resolving issues efficiently while maintaining a professional demeanor.
- Coordinated schedules for multiple teams, ensuring optimal coverage during peak hours.
- Stayed current on industry trends, technology advancements, and changes in legislation affecting operations through continuous learning initiatives.
- Managed high call volumes while maintaining composure and professionalism under pressure.
Dialer Architect
AGR Group Nevada
Las Vegas, NV
12.2016 - 02.2023
- Reduced call abandonment rates through effective list management and pacing adjustments.
- Trained new agents on dialer functions and best practices, enhancing team productivity levels.
- Ensured data security and integrity within the dialer environment by implementing robust controls and safeguards designed to protect sensitive customer information from unauthorized access.
- Contributed to business development efforts by identifying opportunities to expand existing campaigns or launch new initiatives using the full capabilities of the dialer system to drive increased revenue generation.
- Managed daily operations of the dialer system, ensuring seamless integration with other technologies utilized in the call center environment.
- Implemented data-driven decision making for campaign optimization, leading to improved overall results.
Energy Sales Manager
AGR Group Nevada
Las Vegas, NV
01.2014 - 12.2016
- Developed strategic initiatives based upon company objectives aimed at accelerating growth.
- Managed a team of sales professionals, providing ongoing coaching and mentorship to drive individual performance and overall team success.
- Analyzed sales data and developing strategies and action plans.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Operations Manager
Beach Cities Towing Services
Lake Forest, CA
04.2008 - 01.2014
- Developed and maintained relationships with external Partners.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Dispatcher Coordinator
West Coast Towing Services
Irvine, CA
11.2004 - 03.2008
- Maintained detailed records of dispatched calls, resource allocation, and incident outcomes for reporting purposes.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel.
- Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
Education
High School Diploma -
Edison High School
Huntington Beach, CA09.2000
Skills
- Dispatch Software Familiarity
- Stress Tolerance
- Customer Relationship Management
- Communication Equipment Operation
- Decision-Making
- Route Navigation
- Technical aptitude
- Operational Efficiency
- Strategic Planning
- Logistics Management
- Cross-Functional Collaboration
- Complex problems analysis
Timeline
Dispatcher Coordinator
Phoenix Franchise Brands LLC
03.2023 - 05.2024
Dialer Architect
AGR Group Nevada
12.2016 - 02.2023
Energy Sales Manager
AGR Group Nevada
01.2014 - 12.2016
Operations Manager
Beach Cities Towing Services
04.2008 - 01.2014
Dispatcher Coordinator
West Coast Towing Services
11.2004 - 03.2008
High School Diploma -
Edison High School