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
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
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
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
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
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
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