YOLANDA MILLER
Lead Dispatcher
CHICAGO,IL
Summary
Experienced with coordinating dispatch operations to ensure timely and efficient service. Utilizes strategic planning and real-time adjustments to optimize routes and resource allocation. Track record of enhancing team performance and maintaining high service standards through effective communication and logistical expertise.
Finance and service professional with expertise in receivables management, billing, and customer relations. Effective communications, interpersonal, analytical, and organizational skills. Strong knowledge of collection strategies, sales and service, and a solid understanding of cable, high-speed Internet, and telephony technology. Highly effective team player with a proven track record in meeting company objectives.
Overview
17
17
years of professional experience
Work History
Dispatch Lead
ACSI
01.2022 - Current
- Streamlined workflow for improved response times with thorough planning and organization of tasks.
- Created a safe working environment through strict adherence to safety guidelines within the dispatch area.
- Developed strong relationships with drivers, fostering a positive work environment and efficient team collaboration.
- Ensured compliance with industry regulations by staying up-to-date on changes in legislation or requirements.
- Trained new employees on company policies, procedures, and best practices within the dispatch department.
Quality Assurance Coordinator
RCN Communications
05.2020 - 09.2021
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Improved product quality by implementing rigorous testing processes and protocols.
- Served as a trusted advisor to senior management on matters related to quality assurance, contributing valuable insights that informed strategic decision-making processes.
- Optimized resource allocation by prioritizing critical tasks in the quality assurance process, ensuring timely completion of projects.
- Facilitated open communication channels between departments for sharing best practices related to quality assurance methodologies, driving organizational success as a whole.
Dispatcher
RCN Telecom Services LLC
10.2018 - 05.2021
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Directed dispatching, routing, and tracking of 25 fleet vehicles.
Collection Account Representative
Grainger WW
01.2008 - 10.2014
- Maintained accurate records of all collection activity, updating account information as necessary to ensure proper documentation.
- Collaborated with team members to share best practices, improve performance metrics, and achieve departmental goals.
- Assisted in training new hires on company policies, procedures, and best practices related to collections operations.
- Improved account portfolio quality by regularly reviewing delinquent accounts and taking appropriate action when needed.
- Reduced late payments by closely monitoring accounts and promptly addressing overdue balances with customers.
- Increased successful debt collections by developing and implementing effective strategies for contacting customers.
- Managed a high volume of inbound customer calls daily while maintaining a professional demeanor under pressure from distressed callers.
Education
Certification - CNA
CNA
Chicago, IL02-2015
Certification - Child Care Development
Malcolm X College
Chicago, Illinois01.2000
Advance Business Management Training -
Philips College
Chicago, IL01.1992
Skills
- Customer Relations
- Credit, Collections, Billing
- Cable, Internet, and Telephony
- Sales
- Word, Excel, PowerPoint
- CSG, ICOMS, Cornerstone & SAP
- Dispatch software proficiency
- Route planning and adjustment
- Dispatching field personnel
- Training and development
- Routing orders
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Dispatch Lead
ACSI
01.2022 - Current
Quality Assurance Coordinator
RCN Communications
05.2020 - 09.2021
Dispatcher
RCN Telecom Services LLC
10.2018 - 05.2021
Collection Account Representative
Grainger WW
01.2008 - 10.2014
Certification - Child Care Development
Malcolm X College
Certification - CNA
CNA
Advance Business Management Training -
Philips College
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