Twila Halcomb
Dispatcher Emergency Service HVAC/R
Las Cruces,New Mexico
Summary
Detail-oriented emergency service dispatcher with 10+ years experience,coordinating and scheduling service calls with a high degree of accuracy. Possess strong organizational skills, adept at making quick decisions and the ability to handle a fast paced office with a high volume of incoming phone calls and experience utilizing problem-solving skills to resolve any issues in a professional, calm and positive attitude.
Overview
32
32
years of professional experience
3
3
years of post-secondary education
Work History
Service Department Dispatcher
Carrier Commercial Service, Division Of UTC
El Paso, TX
04.1991 - 07.2012
- Received new orders, prepared documentation, and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Scheduled and organized delivery routes.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Assisted in resolving customer complaints and grievances.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Communicated with customers to provide delivery updates and resolution.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Managed customer accounts and invoicing.
- Answered phone calls and responded to customer emails.
- Developed and implemented customer service policies and procedures.
- Monitored flow of paperwork and directed information to appropriate departments.
- Entered and maintained departmental records in company database for internal and external customers
- Light accounting in A/P, A/R & Collections
Retail Clerk
Del Sol
Mesilla Park, NM
01.2018 - 03.2020
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Listened to customer needs and desires to identify and recommend optimal products.
Independent Courier
Self-employed
Las Cruces, New Mexico
06.2020 - Current
- Verified package information to check for accuracy and completeness.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Logged delivery information in tracking systems to enable real-time delivery status.
- Utilized GPS navigation systems to navigate faster routes.
- Obtained signatures for delivery documents and packages.
- Delivered packages to customer doorsteps and business offices.
- Followed safety procedures and regulations to protect packages and vehicles.
- Managed delivery route for optimal use of time and fuel.
- Utilized GPS technology to navigate delivery routes and avoid traffic congestion.
Education
Bachelor of Science - Business Management
09.2005 - 03.2009
Skills
Service coordination
Maintaining call metrics
Updating logs
Dispatching field personnel
Prioritizing calls
Schedule Management
Customer Relations
Problem-Solving
Multitasking Abilities
Interpersonal Communication
Decision-Making
Route planning
Time management
Record Keeping
Accomplishments
- Awarded the "Bravo Award" for decreasing DSO by 25% in 30 days, the most improvement out of 12 area branches.
- Selected to be on a team of three (3) ACE Pilots in our area, consisting of branches in 4 states, to assist the Senior Sponsor executing the Six Sigma based management processes, focusing on the invoicing procedure improvements.
Timeline
Independent Courier - Self-employed
06.2020 - Current
Retail Clerk - Del Sol
01.2018 - 03.2020
University of Phoenix - Bachelor of Science, Business Management
09.2005 - 03.2009
Service Department Dispatcher - Carrier Commercial Service, Division Of UTC
04.1991 - 07.2012