Tammy Maafala
Wailuku,HI
Summary
Highly skilled dispatcher with background in managing complex logistics and coordinating transportation services. Possess strong communication, problem-solving, and organizational skills essential for high-pressure environments. Demonstrated ability to improve dispatch efficiency and accuracy, significantly enhancing operational flow. Committed to maintaining clear and effective communication between drivers, customers, and management to ensure timely and precise delivery schedules.
Overview
14
14
years of professional experience
Work History
School Bus Lead Dispatcher/ Branch Office Admin/Bus Driver
Roberts Hawaii Tours and Transportation
Kahului, Hawaii
08.2019 - 09.2024
- Managed communication between drivers and clients for efficient service.
- Oversaw dispatch operations to ensure timely departures and arrivals.
- Trained new dispatchers on protocols and system navigation.
- Implemented process improvements to enhance operational efficiency.
- Assisted in resolving customer inquiries and issues promptly.
- Maintained accurate records of all dispatched vehicles and routes.
- Collaborated with management to optimize staffing and resource allocation.
- Established and maintained positive relations with drivers, creating work environment to embrace, promote and lead continuous improvement efforts.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Managed daily scheduling of labor and equipment needs and changes, embracing continuous improvement efforts.
- Processed accounts receivable, accounts payable and payroll, utilizing in-house software.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
- Analyzed and reported on GPS tracking reports in effort to create efficiencies regarding conserving fuel, reducing idle time.
- Developed and monitored field efficiencies and innovated new ways to improve operations.
- Analyzed data from GPS tracking systems for route optimization purposes.
- Provided operational guidance and supervision to subordinate staff members.
- Resolved conflicts between drivers or customers regarding scheduling or service issues.
- Communicated instructions clearly with drivers via telephone or two-way radio system.
- Documented any disciplinary action taken against employees who violated company policies.
- Prepared reports detailing all dispatched orders including delivery times, routes taken.
- Investigated complaints from customers regarding late arrivals or missed pickups.
- Monitored driver performance, safety issues, vehicle maintenance and fuel usage.
- Created daily work schedules for drivers based on customer requests and availability of vehicles and drivers.
- Responded promptly to emergencies by providing real time solutions based on experience and expertise.
- Maintained accurate records of vehicles, drivers and customers to ensure efficient dispatch operations.
- Participated in meetings with senior management to discuss upcoming projects or initiatives related to the dispatch department.
- Answered customer requests with information about product availability, shipping information and status updates.
- Kept detailed and updated records of calls in physical and electronic databases.
- Identified locations and needs of callers to accurately send assistance.
- Recorded results of service calls to create report summaries for senior management.
- Prepared daily work and run schedules.
- Operated buses safely along scheduled routes for Roberts Hawaii Tours.
- Conducted pre-trip inspections to ensure vehicle safety and compliance.
- Assisted passengers with boarding and provided information on services.
- Managed passenger records and collected fares during trips.
- Followed traffic laws and company policies to maintain safety standards.
- Communicated effectively with dispatch regarding route changes or delays.
- Maintained cleanliness and organization of the bus interior after each trip.
- Collaborated with team members to ensure timely schedules were met.
- Verified that all passengers were seated before operating the bus.
- Operated wheelchair lifts as needed to assist passengers with special needs onto the bus safely.
- Reported any incidents that occurred during route travel to management personnel immediately.
- Ensured safety of passengers by adhering to all applicable traffic laws and regulations.
- Greeted customers in a friendly manner when boarding the bus.
- Followed designated routes according to timetables while obeying speed limits at all times.
- Obeyed DOT rules and regulations and local laws to maximize safety.
- Communicated effectively with dispatch staff via two way radio regarding delays, detours.
- Maintained daily logs of vehicle inspections, trips, hours worked and other pertinent information.
- Monitored traffic conditions along assigned routes in order to plan alternate routes if necessary.
- Provided courteous customer service while answering questions regarding routes and schedules.
- Operated bus professionally and interacted with passengers to foster pleasant rides.
- Assisted elderly or disabled passengers with boarding and disembarking from the bus.
- Drove established routes and maintained knowledge of streets and stops to deliver positive passenger experiences.
- Cleaned interior of buses regularly including vacuuming floors and wiping down surfaces.
- Completed accident and incident reports accurately and legibly at end of scheduled shifts.
- Collected fares, tickets and passes accurately.
- Helped unload luggage from buses upon arrival at destination stops.
- Stocked buses with supplies such as maps, brochures and other materials for passenger use.
- Reported any mechanical or operational issues to maintenance staff promptly.
- Drove vehicles over routes or to destinations, complying with traffic regulations to provide smooth and safe rides for passengers.
- Facilitated smooth passenger loading and unloading at designated route stops.
- Complied with local traffic regulations and safety requirements for bus operation.
- Adhered to strict time requirements for bus route scheduling and reported delays to dispatch.
- Announced stops clearly to help passengers disembark at correct locations.
- Handled passenger emergencies or disruptions.
- Regulated heating, lighting and ventilating systems for passenger comfort.
Car Rental Agent
Hertz Rental Car
Lahaina, Hawaii
02.2018 - 08.2019
- Assisted customers with vehicle selection and rental agreements.
- Processed rentals and returns using company software systems.
- Provided information on rental policies and procedures to clients.
- Conducted vehicle inspections before and after rentals for damage.
- Managed customer inquiries and resolved issues in a timely manner.
- Coordinated vehicle maintenance schedules with service departments.
- Ensured compliance with safety regulations during rental transactions.
- Monitored fleet inventory to ensure sufficient supply of cars available for rent.
- Upsold additional services such as insurance coverage or fuel plans.
- Verified driver's license information and inspected rental documents for accuracy.
- Organized paperwork related to rentals, returns and repairs.
- Processed customer reservations and payments.
- Utilized computer software systems for tracking transactions and updating customer profiles.
- Responded promptly to customer inquiries via phone or email.
- Conducted periodic audits of rental transactions to detect discrepancies or errors.
- Collected payment by processing credit card transactions.
- Contacted customers and billing parties about overdue rentals and requested expected date of return.
- Prepared and submitted reports to supervisor.
- Prepared sales contracts, researched customer needs, and promoted various products and services.
- Coordinated shuttle services by communicating with drivers.
- Reviewed daily sales transactions and analyzed for errors.
- Informed regular customers of new products or services and price changes.
Service Writer
Tireswarehouse
Lahaina, HI
03.2017 - 02.2018
- Maintained customer loyalty by delivering fast, friendly and knowledgeable service for routine questions and service complaints.
- Conferred with customers to understand service needs and write up accurate orders
- Discussed options with customers, helping each make optimal choices for individual needs
- Interfaced with technicians, parts department and managers to stay on top of availability and service procedures
- Presented accurate estimates to inform customers of all service charges and expectations
- Reviewed customer data to assess current issues and determine eligibility for potential solutions
- Promoted add-on services to increase department revenue, increasing bills 9% on average
- Provided top quality control and eliminated downtime to maximize revenue
- Replenished shelves to maintain adequate merchandise levels
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Performed store opening / closing duties, including counting cash drawers and checking all equipment for proper functioning
- Expressed appreciation for patronage, inviting and encouraging customer return visits
- Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations
- Capitalized on opportunities to enhance customer experiences and bring in repeat business
- Consulted with upset customers to determine best methods to resolve service and billing issues
Maui Manager
Propark Inc.
Lahaina, HI
06.2015 - 01.2017
- Developed team performance metrics to evaluate operational effectiveness and staff productivity.
- Facilitated communication between departments to streamline parking operations and policies.
- Resolved customer inquiries and issues to maintain high service quality levels.
- Enforced safety regulations and best practices in all operational activities across locations.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Conducted performance reviews for team members.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Established processes to ensure efficient workflow throughout the organization.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Ensured compliance with industry regulations and company policies.
- Streamlined communication channels, improving information flow and decision-making speed.
- Managed risk by developing and implementing effective risk management strategies.
Area Supervisor Operations
Ganir & Co Pacific Rim Services
Lahaina, HI
10.2014 - 06.2015
- Maintained workplace safety by involving employees in order to maximize engagement and team morale
- Sourced, distributed and monitored usage of equipment required to achieve transportation goals in line with cleanliness targets
- Ensured staff followed administrative policies and compliance regulations by closely monitoring daily operations and performing safety audits
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Proactively identified and solved complex problems impacting operations management and business direction
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Led team of 162-48, cleaner's engaged in delivering assistance to customer service department on daily basis
- Wrote scopes, requirements
- Provided onsite training
- Created communication strategies to meet client objectives
- Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
- Planned and executed daily, weekly, and monthly scope's of service requested by client's
Operations Manager
Ka Hale A Ke Ola Homeless Resource Centers
Lahaina, HI
02.2012 - 12.2014
- Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements
- Implemented conflict-resolution tactics by cooperating with clients and staff to achieve team objectives
- Enforced security policies and procedures to protect company assets from theft, loss or damage
- Achieved and surpassed production targets through effective staff management, task allocation and materials coordination
- Analyzed performance data to assess, optimize and elevate operations, targeting current and expected demands
- Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives
- Assessed upcoming projects to forecast projected resource requirements
- Inspected production areas to identify and correct unsafe or unauthorized practices
- Implemented policies and standard operating procedures and managed quality, customer service and logistics to implement improvements
- Supported corporate committee and generated status update reports on strategy and initiative effectiveness while offering corrective actions
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and client goals
- Identified shared data elements and relationships between data elements and processes, people and systems
- Improved morale and management communication by creating employee recognition and rewards practices
- Delivered positive customer experiences by implementing effective quality assurance practices
- Replenished inventory to maintain par levels and completed quarterly inventory audits, counted and updated inventory reports upon receipt of new shipments
- Assisted executive leaders in decision-making processes by creating daily reports and suggesting areas for development
- Managed company operations with responsibility for profit and loss, scheduling, training and inventory control
- Established work priorities to meet contractual obligations for schedule and installations
Life Insurance Agent
American Income Life
Wailuku, HI
02.2011 - 01.2012
- Offered policy guidance and management to promote asset protection
- Created documents comparing all offered products and prices to improve agents with the ability to quickly prepare quotes
- Sold life insurance policies via telephone and assisted other agents with underwriting
- Pursued continued professional development through insurance workshops, course and webinars
- Communicated with clients to understand needs and identify best policies for each case
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns
- Engaged customers and provided high level of service by carefully explaining details about documents
Education
High School Diploma -
Waianae High School
Waianae, HISkills
- Building relationships
- Client retention
- Client account management
- Email marketing
- Problem-solving
- Policy adjustment knowledge
- Team training and development
- Customer service
- Customer follow-up
- Data collection
- Building strong relationships
- Natural leader
- Complex problem-solver
- Excellent communication skills
- Organized
- Loss prevention
- Complaint handling and resolution
- Thrives under pressure
- Developing policies
- Organizational skills
- Self-motivated
- Micro soft office, word, & excel proficiency
Timeline
School Bus Lead Dispatcher/ Branch Office Admin/Bus Driver
Roberts Hawaii Tours and Transportation
08.2019 - 09.2024
Car Rental Agent
Hertz Rental Car
02.2018 - 08.2019
Service Writer
Tireswarehouse
03.2017 - 02.2018
Maui Manager
Propark Inc.
06.2015 - 01.2017
Area Supervisor Operations
Ganir & Co Pacific Rim Services
10.2014 - 06.2015
Operations Manager
Ka Hale A Ke Ola Homeless Resource Centers
02.2012 - 12.2014
Life Insurance Agent
American Income Life
02.2011 - 01.2012
High School Diploma -
Waianae High School