Hi, I’m
Toni Linson
Wilmington,NC
Summary
Highly motivated customer service professional with exceptional organizational and dependable skills. Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
years of professional experience
Work History
Dana TransportWilmington
Dispatch Coordinator
01.2022 - Current
Job overview
- Enhanced dispatch efficiency by implementing new routing strategies and optimizing driver schedules.
- Streamlined communication between drivers, customers, and management for improved customer satisfaction.
- Coordinated daily dispatch operations to ensure on-time deliveries and maximize fleet utilization.
- Reduced delays with proactive monitoring of shipment progress and timely resolution of issues.
- Implemented GPS tracking system, improving route accuracy and minimizing delivery times.
- Provided ongoing support for drivers with route adjustments, load information, or other assistance as needed during their shifts.
- Developed strong relationships with clients by providing consistent updates on shipment statuses and addressing concerns promptly.
- Managed emergency situations effectively, coordinating alternate routes or resources to minimize disruption to the delivery process.
- Improved response times by prioritizing urgent requests while maintaining attention to routine orders.
- Mitigated potential conflicts between drivers or customers by acting as a liaison during high-pressure situations.
- Promoted a positive work environment within the dispatch team by fostering open communication and recognizing individual achievements.
- Responded to high volume of phone and email requests to provide logistics information.
- Developed understanding of transportation management platforms to drive content integration with client systems and platforms.
- Organized paperwork and explained individual job parameters for each assignment.
- Leveraged [Software] and other tools to track data and make recommendations.
- Coordinated regular inspections of vehicles and scheduled preventive maintenance.
- Partnered with vendor teams to solve real-time challenges and drive cohesive experience.
- Scheduled and organized delivery routes.
- Developed and implemented process enhancements to drive continuous program improvement.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Communicated with customers to provide delivery updates and resolution.
- Received new orders, prepared documentation, and assigned personnel.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Assisted in resolving customer complaints and grievances.
Kinder MorganWilmington
Logistics Customer Service Representative
06.2019 - 01.2022
Job overview
- Improved customer satisfaction by addressing and resolving logistics-related issues promptly and professionally.
- Streamlined order processing for faster delivery times through efficient communication with clients and warehouse staff.
- Enhanced inventory management by conducting regular audits and maintaining accurate records of stock levels.
- Reduced order discrepancies with meticulous data entry, ensuring accurate billing and shipping information.
- Maintained strong relationships with key clients through proactive communication regarding order updates and potential delays.
Verizon WirelessWilmington, NC
Customer Service Coordinator
04.2001 - 06.2018
Job overview
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Streamlined communication channels for increased efficiency and better customer service experience.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Developed and implemented new customer service protocols, resulting in improved resolution rates and customer feedback.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Recognized by management for outstanding performance as a Customer Service Coordinator during annual performance reviews consistently throughout tenure at company.
Education
Strayer UniversityWashington, DC
Associate of Arts from Business Administration And Management
06.2023
Strayer UniversityWashington, DC
BBA from Business Management
06.2023
Tahoma High SchoolMaple Valley, WA
High School Diploma
06.1998
Skills
- Establish and maintain customer relationships to provide the highest level of customer service
- Coordinate with customers on shipments and deliveries
- Communicate all customer requirements, pick-up, and delivery standards to drivers and management
- Ensure all tractors and trailers comply with company and governmental inspections
- Ensure all drivers can perform the tasks safely, given all circumstances related to dispatch
- Assign loads and equipment following the specifications of the customer
- Accurately enter customer orders into various software systems
- Manage daily tasks in an organized manner
Timeline
Dispatch Coordinator
Dana Transport
01.2022 - Current
Logistics Customer Service Representative
Kinder Morgan
06.2019 - 01.2022
Customer Service Coordinator
Verizon Wireless
04.2001 - 06.2018
Strayer University
Associate of Arts from Business Administration And Management
Strayer University
BBA from Business Management
Tahoma High School
High School Diploma