Victoria Richardson
Varnville
Summary
Experienced dispatch leader specializing in logistics and operations management. Proven track record of route optimization, team management, inbound customer calls, quality assurance, and maintaining efficient delivery schedules. Recognized for collaboration, adaptability, and a results-driven approach. Excel in communication, problem-solving, and organization in high-pressure settings. Possess strong problem-solving skills, commitment to learning, and excellent communication abilities. Dedicated to team success and achieving positive outcomes. Eager to take on new challenges and contribute to organizational goals with enthusiasm and dedication.
Overview
15
15
years of professional experience
Work History
Service Dispatch Manager
Securitas Technology
03.2023 - 05.2025
- Conducted performance evaluations for dispatch team members, providing mentorship and training.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Streamlined communication processes for better coordination between drivers, customers, and warehouse staff.
- Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements.
- Collaborated with sales teams to create efficient delivery schedules that met both company objectives and customer expectations.
- Analyzed operational data to identify trends and implement process improvements.
- Managed a team of dispatchers, fostering a collaborative work environment to ensure smooth operations.
- Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
- Developed contingency plans for unexpected events, minimizing disruptions to daily operations.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
Service Dispatch Supervisor
Stanley Security
07.2022 - 03.2023
- Responsible for overseeing logistics and operations for two regions. Created a streamline process for client and internal reporting, coaching and team development.
- Completed a reduction of 14,000 tickets in the backlog down to 5,000 tickets within the fist 6 months of employment.
- Reviewed standard operating procedures periodically, making recommendations for improvements based on industry best practices.
- Recruited highly qualified candidates, conducting interviews and providing onboarding support for new hires in the dispatch department.
- Evaluated and adjusted over 50 routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Championed safety protocols within the dispatch department, conducting regular reviews of procedures and ensuring adherence to established guidelines at all times.
- Enhanced team productivity by providing ongoing training and support to dispatch staff.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Trained and mentored team members on industry best practices and company protocols.
Supervisor
Teleperformance US Bank
01.2021 - 07.2022
- Completed 100% monitors and supervisor responsibilities within deadline
- Assist other Supervisors to help meet their goals and answer questions
- Answering agent question regarding best practices or difficult calls
- Provided guidance for agents across the entire work from home platform
- Maintain motivation of team through the projects ending
Supervisor
Teleperformance DSG@Home
06.2020 - 01.2021
- Took agents from 30% CSATs to above 80% by the end of the month
- Completed 100% monitors and supervisor responsibilities within deadline
- Assist other Supervisors to help meet their goals and answer questions
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Answering agent question regarding best practices or difficult calls
- Take leadership in situations that require specific skills and knowledge that I have
Supervisor
Teleperformance/Ancestry@Home
02.2020 - 05.2020
- Working with other supervisors and management team members to support agents and maximize customer satisfaction
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Coaching, training, and preparing call center representatives “team of 15” to respond to customer questions and complaints and troubleshoot problems with services or products
- Preparing reports and analyzing data to assist management as they determine call center goals
Quality Assurance Analyst
Teleperformance/Ancestry@Home
02.2019 - 02.2020
- Analyze data to ensure high levels of customer satisfaction
- Implementing value-add CSAT analytics, methods and practices
- Accurately input results into the appropriate database
- Present clients with CSAT analytics, methods and processes
- Perform CSAT calibrations with Client, monitoring services and operations
- Support team members to improve quality scores
- Ensure all reporting and communication requirements are met, and all policies are understood and followed
- Maintain an up-to-date understanding of Client expectations by participating in internal QA and Operation calibrations and focus groups
Customer Service Agent
Teleperformance/Ancestry@Home
10.2018 - 02.2019
- Responded proactively and positively to rapid change
- Mentored new associates to contribute to the company’s positive culture
- Ability to manage multiple tasks and projects simultaneously
Assistant Manager
Family Dollar
03.2016 - 09.2017
- Achieved recognition from senior management for contributions to the store’s success by managing sales, employees and operations to achieve optimal performance.
- Managed multiple priorities in a fast-paced environment.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
Customer Service Advocate
Cricket Wireless
03.2014 - 10.2014
- Earned management trust by serving as key holder, responsibly opening and closing store
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Contacted customer to follow up on purchases, suggest new merchandise and inform on promotions and upcoming events
Customer Service Representative
Circle K
05.2010 - 03.2014
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Served as the main liaison between customers, management and sales team
- Learned, referenced and applied product knowledge information
Education
GED -
Charleston Marine Institute
Mt. Pleasant, SCSkills
- Proven leadership abilities
- Effective telephone communication skills
- Resourceful problem solver
- Client-focused
- Data-driven reporting for diverse audiences
- Customer interaction management
- Clear verbal and written expression
- Microsoft Office proficiency
- Staff training and development
- Time record management
- Conducting employee performance reviews
- Management of service level agreements
- Coaching for development
- Process optimization
Accomplishments
- Achieved driving down a backlog of 14,000 service tickets to 5,000 within 6 months of being hired by introducing a new daily report and process for daily tasks.
- Supervised team of 55 staff members.
- Achieved high retention rates through effectively helping with customer issues throughout multiple departments.
- Used Microsoft Excel to develop backlog tracking spreadsheets.
- Assessed potential issues and recommended solutions that were within budget constraints.
- Took on tasks originally assigned to peers to decrease their workloads, completing them within expected time constraints.
- Promoted to being the voice of a multimillion dollar company on social media within 12 months due to outstanding work performance.
Languages
English
Native or Bilingual
Timeline
Service Dispatch Manager
Securitas Technology
03.2023 - 05.2025
Service Dispatch Supervisor
Stanley Security
07.2022 - 03.2023
Supervisor
Teleperformance US Bank
01.2021 - 07.2022
Supervisor
Teleperformance DSG@Home
06.2020 - 01.2021
Supervisor
Teleperformance/Ancestry@Home
02.2020 - 05.2020
Quality Assurance Analyst
Teleperformance/Ancestry@Home
02.2019 - 02.2020
Customer Service Agent
Teleperformance/Ancestry@Home
10.2018 - 02.2019
Assistant Manager
Family Dollar
03.2016 - 09.2017
Customer Service Advocate
Cricket Wireless
03.2014 - 10.2014
Customer Service Representative
Circle K
05.2010 - 03.2014
GED -
Charleston Marine Institute
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