Summary
Overview
Work History
Education
Skills
Timeline
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TRINITY MICHA

Dispatcher
Binghamton,NY

Summary

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. Ability to act independently in making workload and allocation decisions and to work in a rapidly changing environment with strict time parameters. Strong human relations and communication skills. Esteemed Customer Service Agent with nine years in fast-paced customer service and call center environments and three years in a lead retail customer service setting. Personable and professional under pressure. Superior computer skills and telephone etiquette. Patient and empathetic agent with extensive background in conflict resolution and customer care.

Overview

14
14
years of professional experience
2
2
years of post-secondary education

Work History

Dispatcher

FedEx Express
Binghamton, NY
02.2021 - Current
  • Plan and execute courier route assignments based on workforce availability, scheduling parameters, and service area changes and conditions.
  • Increase on road efficiency and reduce hours by coordinating pick-up and delivery coverage while preserving outstanding service standards.
  • Direct investigations to verify and resolve customer or shipper complaints.
  • Maintain updated and detailed records of calls in physical and electronic database.
  • Handle all vehicle breakdowns and reassign stops as needed.
  • Direct liaison between drivers and office management
  • Direct dispatching, routing and tracking of 40 fleet vehicles per station, up to four stations.

Senior Customer Service Agent, Dangerous Goods Specialist

FedEx Express, Dr
Binghamton, NY
07.2011 - 02.2021
  • Lead and delegate team of 4 agents to collect, input, and audit data and daily reports
  • Answering and making calls, addressing customer inquiries, solving problems and providing new product information
  • Provide elevated customer experience to generate loyal clientele and bring in new customers and accurately explain details and care of service to customers
  • Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems efficiently
  • Serve as main liaison between customers, management, dispatch, and sales team
    Aim management candidate
  • Inspect and approve Hazardous material and spill clean up.

Cashier, Assistant Manager

Family Dollar
Conklin, NY
07.2008 - 07.2011
  • Greeted customers entering store to ascertain what each customer wanted or needed
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Handled daily paperwork and cooperated with accounting departments on invoicing and shipping problems
  • Restocked inventory every week and reviewed cash operation data to verify proper replenishment
  • Maintained cleanliness and presentation of stock room and production floor.

Education

Associate of Applied Science - Liberal Arts and Science

SUNY Broome Community College
Binghamton, NY
01.2010 - 01.2012

Skills

Internal and external customer service with telephone and communication skillsundefined

Timeline

Dispatcher

FedEx Express
02.2021 - Current

Senior Customer Service Agent, Dangerous Goods Specialist

FedEx Express, Dr
07.2011 - 02.2021

Associate of Applied Science - Liberal Arts and Science

SUNY Broome Community College
01.2010 - 01.2012

Cashier, Assistant Manager

Family Dollar
07.2008 - 07.2011

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