Tonique Thompson
Louisville,KY
Summary
Experienced dispatcher with strong leadership in dispatching activities, effective team management, and complex problem-solving skills. Proficient in scheduling deliveries, optimizing routes, and prioritizing jobs. Skilled in opening, delegating, and closing tickets swiftly and accurately. Dedicated to ensuring seamless operations and exceptional service delivery.
Overview
10
10
years of professional experience
Work History
Clerk
Jefferson County Public Schools District
07.2024 - Current
- Processed incoming and outgoing mail efficiently, ensuring timely distribution to departments.
- Maintained accurate filing systems for documents, enhancing retrieval speed and organization.
- Assisted in data entry tasks, improving accuracy in record-keeping and reporting.
- Managed inventory supplies, coordinating reorder processes to prevent shortages.
- Handled customer inquiries professionally, providing information and resolving issues promptly.
- Utilized software tools for scheduling appointments, optimizing time management for staff activities.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Processed weekly payroll for staff, ensuring timely and accurate salary distribution.
- Optimized office space usage, arranging workstations to maximize productivity.
- Managed inventory supplies to prevent shortages, ordering necessary items before depletion.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Streamlined document retrieval, meticulously filing documents both physically and electronically.
- Enhanced team morale, organizing staff events and fostering positive work environment.
- Fostered culture of continuous improvement by suggesting and implementing process enhancements.
- Facilitated staff training sessions on new software, enhancing overall productivity.
Dispatcher
ZTRIP
10.2019 - Current
- Tracked changes in computer system to keep records current and accurate.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Kept detailed and updated records of calls in physical and electronic databases.
- Pointed transportation providers to best routes and current travel conditions to assure on-time delivery.
- Assigned and scheduled drivers after verifying driver qualifications, including licensure, criminal record and availability.
- Responded to problem reports and complaints such as mechanical breakdowns, weather delays and product damage in transit.
- Coordinated and tracked extensive paperwork and electronic data related to logistics and material movement in present, past and future.
- Supported customers reactively by creating, confirming, revising and canceling reservations to meet changing needs.
- Devised and implemented work plans for subordinate employees to check quality and consistency of work against organizational standards.
- Supervised driver dispatching, route planning and vehicle tracking for over 50 Special transportation drivers.
- Communicated with individuals within inbound call center setting to complete dispatch support for 60 calls.
- Supervised driver dispatching, route planning and vehicle tracking for over 50 special transportation drivers.
Customer Service Representative
LG&E and KU
09.2020 - 2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining quality service standards.
- Trained new staff on company policies, customer interaction protocols, and systems.
- Collaborated with team members to enhance service delivery and resolve escalated issues.
- Monitored customer feedback to identify trends and recommend service enhancements.
- Developed and implemented process improvements to streamline inquiry resolution workflows.
- Led initiatives to optimize resource allocation during peak operational periods.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Transportation Dispatcher
Yellow Cab
08.2015 - 10.2019
- Created schedules and dispatched drivers to various sites in Louisville, KY.
- Checked paperwork prior to dispatching crew members to maintain accuracy.
- Effectively resolved complaints by working closely with customers.
- Oversaw scheduled routes to ensure appropriate coverage by delivery drivers.
- Spoke with customers to ensure that expectations regarding deliveries had been met or exceeded.
- Maintained records such as vehicle logs, records of cargo or billing statements in accordance with regulations
- Assessed various driving routes and identified best paths to maximize productivity and cost-efficiency.
- Utilized active listening and intelligent open-ended questioning to help build lasting relationships with customers.
- Oversaw bookkeeping and dispatching operations for towing, hauling, and roadside assistance services, including supervising 8 employees.
- Added technicians' notes to system in case follow-up was needed.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Tracked changes in computer system to keep records current and accurate.
- Kept detailed and updated records of calls in physical and electronic databases.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Communicated with individuals within inbound call center setting to complete dispatch support for 100 calls.
- Reported delays, accidents or other traffic and transportation situations.
- Oversaw investigation and resolution of customer and vendor issues.
- Devised and implemented work plans for subordinate employees to check quality and consistency of work against organizational standards.
Education
Cosmetology Education
Empire Beauty School
Louisville, KY10.2011
High School Diploma -
Butler Traditional High School
Louisville, KY06.2010
Skills
- Service planning
- Delivery procedures
- Processing orders
- Delegating work
- Adjusting routes
- Monitoring field personnel
- Improving operations
- Database maintenance
- Critical thinker
- Data entry
- Reliable and trustworthy
- Schedule coordination
- Customer relationship management
- Organization
- Active listening
- Team management
- Decision-making
Education and Training
other,other
Timeline
Clerk
Jefferson County Public Schools District
07.2024 - Current
Customer Service Representative
LG&E and KU
09.2020 - 2024
Dispatcher
ZTRIP
10.2019 - Current
Transportation Dispatcher
Yellow Cab
08.2015 - 10.2019
Cosmetology Education
Empire Beauty School
High School Diploma -
Butler Traditional High School
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