Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Dispatcher / CSR
Goettl's High Desert Mechanical
Camp Verde, Arizona
01.2023 - Current
Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
Directed dispatching, routing, and tracking of [Number] fleet vehicles.
Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
Processed invoices and payments for dispatched orders to provide proof of transaction.
Coordinated logistics for field units, optimizing routes for faster response times.
Dispatch Manager
Yavapai Plumbing and Heating, LLC
Prescott Valley, Arizona
02.2016 - 12.2022
Established and maintained positive relations with drivers, creating work environment to embrace, promote and lead continuous improvement efforts.
Embraced, promoted and led continuous improvement efforts to establish drivers and trucks utilized to maximum potential.
Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
Answered customer requests with information about product availability, shipping information and status updates.
Trained employees on accurate triaging and dispatching procedures while personally handling daily calls.
Communicated with customers regarding recommendations on repairs, replacements and upgrades of plumbing equipment.
Performed emergency on-call work hours during evening, weekends and some holidays.
Lead Dispatcher
Pitzer's One Hour Air Conditioning And Heating
07.2009 - 02.2016
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.
Accurately and efficiently responded to daily requests.
Tracked changes in computer system to keep records current and accurate.
Kept detailed and updated records of calls in physical and electronic databases.
Answered customer requests with information about product availability, shipping information and status updates.
Communicated with individuals within inbound call center setting to complete dispatch support for HVAC and Plumbing calls.
Devised and implemented work plans for subordinate employees to check quality and consistency of work against organizational standards.
Quickly determined locations and needs for high volume of hourly callers to accurately send technicians for assistance.
Education
Some College (No Degree) - Business
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ
High School Diploma -
Anderson Union High School
Anderson, CA
06.1990
Skills
Phone dispatch
DOT compliance
Employee time records
Employee performance reviews
Field call management
Customer communication
Daily reports
Sales support
Multiple project coordination
Database maintenance
Delegating work
Improving operations
Monitoring field personnel
Adjusting routes
Customer relationship management
Processing orders
Schedule coordination
Critical thinker
Service planning
Dispatch software
Dispatching procedures
Prioritizing calls
Attention to detail
Stress tolerance
Time management
Schedule management
Service coordination
Dispatching field personnel
Verifying coverage
Multitasking and organization
Verbal and written communication
Call handling
Driver communication
[Software] proficiency
Multitasking Abilities
Excellent communication
Certification
Certified in Microsoft Office, Excel, Powerpoint
Education and Training
other,other
Timeline
Dispatcher / CSR
Goettl's High Desert Mechanical
01.2023 - Current
Dispatch Manager
Yavapai Plumbing and Heating, LLC
02.2016 - 12.2022
Lead Dispatcher
Pitzer's One Hour Air Conditioning And Heating
07.2009 - 02.2016
Some College (No Degree) - Business
Maricopa Community Colleges - Rio Salado Community College