Tuniesia Adams
Highland Park,MI
Summary
Highly organized and motivated dispatch professional in the paratransit transportation industry. With over 15yrs customer service Adept at managing multiple tasks, resolving customer issues quickly, and providing accurate guidance to drivers. Possesses a strong ability to remain calm under pressure and prioritize tasks effectively. Ability to complete tasks on time in both individual and team settings. Dependable and reliable, ready to learn and grow with your company.
Overview
25
25
years of professional experience
Work History
Paratransit Dispatcher
City of Detroit/ DDOT Paratransit
Detroit, MI
01.2023 - Current
- Provides public Paratransit Transportation services to seniors and disabled individuals certified under the Americans with Disabilities Act (ADA)
- Oversee dispatch activities and enforce compliance with DDOT regulations
- Dispatch for a team of 50 to 60 paratransit drivers, Creates, maintains and monitors computerized driver manifests/schedules; Relay work orders, messages, or information to or from drivers by telephone, two-way radio or through the alert board system
- Assists in training new staff members on dispatcher duties and responsibilities
- Proactively identified potential dispatch issues before they occurred and take corrective action as needed
- Report driver performance issues or concerns to appropriate management for resolution
- Submit daily production reports
- Analyzed and resolved customer inquiries for missed pick- ups; take whatever measures necessary to ensure that clients are picked up on time and reach their destinations on schedule; Developed and maintain relationships with transport companies
- Proficiently used (Detroit Ecolane Software) for data entry, tracking, and managing of driver information
- Assign trips based on designated routes and driver location
- Employ sound judgment when making decisions related to dispatch operations
- Implement strategies to optimize the On Time Performance within the dispatch team
- Has a proven record of holding the On Time Performance at 95% or greater.
CSR/Dispatcher
Transdev
Detroit, MI
07.2019 - 01.2024
- Answered incoming customer calls in a timely and professional manner, provided public Paratransit Transportation services to seniors and disabled individuals certified under the Americans with Disabilities Act (ADA)
- Interacted with clients, families of clients, and social service agency, coordinated to register clients, resolve problems, provided general information, and provided exceptional customer service
- Scheduled client trips on a daily basis using (Detroit Ecolane software)
- Responded to changes in schedules as required and entered changes into Ecolane software
- Dispatched and enforced compliance with DDOT regulations
- Dispatched for a team of 50 to 60 paratransit drivers
- Performed a number of clerical duties as assigned.
Community Associate
Regus
Southfield, MI
11.2017 - 01.2024
- Acted as second-in-command to the manager, taking care of all duties in their absence
- Arranged meetings and appointments according to staff availability and updated company calendars
- Assisting with recruitment and onboarding processes
- Conducted tours of the property for prospective tenants, highlighting amenities and services available
- Took inventory and ordered office supplies as needed
- Routed phone calls through multi phone lines to appropriate recipients and handled internal business correspondence
- Collected, sorted and delivered mail for staff members and customers
- Recorded customer transactions scanned bank deposit checks and filed receipts
- Attended to any correspondence and emails from customers, clients and contractors
- Greeted visitors upon arrival and directed guests to appropriate facility location
- Providing excellent customer service and maintaining relationships with vendors
- Provided exceptional customer service in responding to resident inquiries and resolving issues promptly
- Prepared and filed forms and other documents
- Updated logs and order forms
- Developed and implemented marketing strategies to increase occupancy rates within the property.
CSR/Loan Verification Specialist
S&P Data
Troy, MI
02.2016 - 01.2024
- Managed large amounts of inbound calls in a timely and professional manner
- Processed unsecured personal loan applications, interviewed clients; verifying information, Determined eligibility
- Verified loan terms with customers, answered program questions and handled customer service inquiries
- Followed call center scripts when handling different topics
- Identified customers' needs, clarify information, research every issue and provided solutions
- Processed loan payments and set up customer payment plans through automated data software.
Customer Service Agent
Concentrix/ Onstar
Warren, MI
12.2013 - 01.2024
- Greet customers in a courteous, friendly, and professional manner
- Demonstrated compassion while maximizing opportunity to build rapport with the customer
- Worked in a fast-paced call center environment to take incoming technical calls from customers
- Listen analyze, troubleshoot and resolve technical issues for voice, data installation and connection issue
- Maintain accurate documentation of calls and customer's information
- Provide knowledge of client products and/or services
- Sales additional services by recognizing opportunities to up-sell accounts; explaining new features
- Maintains call center database by entering information/ issues.
Yard Management Supervisor
VASCOR Transport Ltd
Sterling Heights, MI
07.1999 - 01.2024
- Supervise the operation of vehicles for temporary storage facility with a total capacity of 25,000 Daimler Chrysler offsite vehicles from one location to another in accordance with company policies and procedures
- Provided daily supervision of employees, involving scheduling, monitoring and evaluating performance and productivity
- Responsible for all reporting needs for Daimler Chrysler, Allied Transport Company, Cassens Transport Company,and Insight Logistics
- Maintain regular contact and communication with customers at their work sites and offices
- Establish an effective rapport with customers, as well as addressing any concern and resolving any issues or problems
- Coordinated the transport of materials and products to and from yard and/or work locations
- Monitored and supervised proper arrival inspection, assigned location and departure of all Chrysler off-site vehicles
- Ensured proper shipping and pricing information is in place
- Performed and monitored productivity reports and facilitate productivity findings
- Created reports on excel spreadsheets, emailed reports daily to various customers
- Provided training to new Vehicles Inspectors to ensure they understand and conform to all rules and regulations as well as safety requirements; guidelines and company policies
- Handled human resource issues, lite payroll and drug screens and conducted interviews.
Education
Highland Park Adult Education
06.1997
Skills
- Dispatch Coordination
- Data Entry
- Route Navigation
- Work Order Management
- Driver communication
- Communication Equipment Operation
- Incident Reporting
- Complaint resolution
- Inbound and Outbound Calling
- Scheduling
- Report Generation
- Professional telephone demeanor
- Office equipment proficiency
- Microsoft Office Suite
Timeline
Paratransit Dispatcher
City of Detroit/ DDOT Paratransit
01.2023 - Current
CSR/Dispatcher
Transdev
07.2019 - 01.2024
Community Associate
Regus
11.2017 - 01.2024
CSR/Loan Verification Specialist
S&P Data
02.2016 - 01.2024
Customer Service Agent
Concentrix/ Onstar
12.2013 - 01.2024
Yard Management Supervisor
VASCOR Transport Ltd
07.1999 - 01.2024
Highland Park Adult Education
Similar Profiles
Patrice AndersonPatrice Anderson
Customer Service Representative 1 at DDOT PARATRANSITCustomer Service Representative 1 at DDOT PARATRANSIT
Michael HansonMichael Hanson
Fire Chief at City of Detroit LakesFire Chief at City of Detroit Lakes
Alphonzo HenryAlphonzo Henry
Transportation Equipment Operator at City of DetroitTransportation Equipment Operator at City of Detroit