Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tiffany Parker

Lancaster,PA

Summary

Dynamic Dispatcher with proven expertise at Easton Coach Company in optimizing route management and enhancing customer satisfaction. Skilled in conflict resolution and route management, I effectively coordinated timely deliveries while maintaining strong communication with drivers and clients. Recognized for my ability to adapt quickly in fast-paced environments, ensuring seamless operations.

Overview

8
8
years of professional experience

Work History

Dispatcher

Easton Coach Company
09.2024 - Current
  • Assign drivers to passenger trips based route efficiency, client needs, and vehicle availability.
  • Use GPS and dispatch software to track vehicle movement in real time.
  • Adjusts schedules in real-time to accommodate delays, cancellations, or emergencies.
  • Ensure that vehicles meet pickup and drop-off times for clients with appointments.
  • Communicates with drivers via radio, phone, or dispatch systems.
  • Responds to passenger inquiries and complaints regarding services, schedules, or delays.
  • Work closely with transportation supervisors, schedulers, and customer service staff.
  • Acts as a point of contact for drivers experiencing issues on the road.

Specialist

RXO
09.2022 - 07.2023
  • Assisted in developing strategies to increase customer satisfaction levels.
  • Analyzed data from customer surveys to identify trends in customer behavior.
  • Exercised versatility in fast-paced, agile work environments.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Maintained detailed records of customer interactions, transactions, and comments for future reference.
  • Track orders from start to finish to ensure timely delivery of goods or services.
  • Modify daily routes to accommodate the needs of customers.

Customer Service Representative

DR Power
06.2019 - 01.2020
  • Assisted customers with inquiries and product information to enhance satisfaction.
  • Answer incoming calls, actively listen and ask questions to understand customer needs, and proactively make sales suggestions based on the discovery of customer needs.
  • Meet or exceed the individual selling performance goals and expectations that include, but are not limited to, calls per hour, conversion rate, average order, up-sell rate, average sell revenue, and total sales.
  • Explain to customers how, when, and where products would be best suited.
  • Conform to all call handling standards including but not limited to average call length, customer hold time, idle and wrap-up time.
  • Resolved complaints effectively through active listening and problem-solving skills.

Escalation Specialist

ASK Telemarketing
06.2018 - 05.2019
  • Resolved complex customer escalations through effective communication and problem-solving techniques.
  • Documented detailed reports of all escalations and resolutions.
  • Performed research on customer inquiries prior to escalating them for further review.
  • Obtaining and evaluating all relevant data to handle complaints and inquiries.
  • Collaborated with cross-functional teams to identify root causes of issues and implement solutions.
  • Assisted in training new team members on escalation protocols and best practices.
  • Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.

Dispatcher

XPO Logistics
08.2017 - 06.2018
  • Coordinated daily dispatch operations to ensure timely delivery of services.
  • Monitored vehicle locations using GPS tracking systems for optimal routing.
  • Collaborated with team members to streamline workflow processes and enhance service delivery.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Collaborate with management to modify daily routes to accommodate the needs of customers.

Education

GED -

West Georgia Technical College
LaGrange, GA
03-2017

Skills

  • Strong verbal communication
  • Data entry
  • Decision-making
  • Active listening
  • Multi-Task management
  • Spreadsheets
  • Conflict Resolution
  • Route Management

Timeline

Dispatcher

Easton Coach Company
09.2024 - Current

Specialist

RXO
09.2022 - 07.2023

Customer Service Representative

DR Power
06.2019 - 01.2020

Escalation Specialist

ASK Telemarketing
06.2018 - 05.2019

Dispatcher

XPO Logistics
08.2017 - 06.2018

GED -

West Georgia Technical College

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