YOLANDA MILLER
ACSI
CHICAGO,IL
18
years of professional experience
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.
Work History
Dispatch Lead
4 Years 5 Months- Streamlined workflow, enhancing response times through effective planning and task organization.
- Developed strong relationships with drivers, fostering a positive work environment and efficient team collaboration.
- Cultivated strong relationships with drivers, promoting a positive work environment and facilitating efficient team collaboration.
- Created a safe working environment through strict adherence to safety guidelines within the dispatch area.
- Trained new employees on company policies and procedures, ensuring adherence to best practices in the dispatch department.
Quality Assurance Coordinator
1 Year 4 Months- Evaluated quality assurance measurement techniques, implementing improvements that enhanced accuracy and reduced errors.
- Conducted audits to pinpoint improvement areas, resulting in higher customer satisfaction levels.
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Advised senior management on quality assurance matters, contributing valuable insights that informed strategic decisions.
- Optimized resource allocation by prioritizing critical quality assurance tasks, ensuring timely project completion.
- Facilitated open communication channels between departments for sharing best practices related to quality assurance methodologies, driving organizational success as a whole.
Dispatcher
2 Years 7 Months- 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.
- Coordinated with fellow dispatchers to ensure seamless workflow during shift changes.
- Trained and guided new team members in best practices and compliance with protocols and regulations.
- Streamlined dispatch process by organizing resources and routes to enhance response efforts.
- Directed dispatching, routing, and tracking of 25 fleet vehicles.
Collection Account Representative
6 Years 9 Months- Maintained accurate records of all collection activity, updating account information to ensure proper documentation.
- Collaborated with team members to share best practices and drive achievement of departmental goals.
- Trained new hires on company policies and procedures to enhance understanding of collections operations.
- Maintained accurate records of all collection activity, updating account information as necessary to ensure proper documentation.
- Managed a high volume of inbound customer calls daily while maintaining a professional demeanor under pressure from distressed callers.
- 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.
Education
Certification - CNA
Certification - Child Care Development
Advance Business Management Training
Skills
Telecom services
Workflow optimization
Resource Allocation
Office software
Software proficiency
Team Collaboration
Customer Relations
Timeline
Dispatch Lead
ACSI
01.2022 - 06.2026Read More
Quality Assurance Coordinator
RCN Communications
05.2020 - 09.2021Read More
Dispatcher
RCN Telecom Services LLC
10.2018 - 05.2021Read More
Collection Account Representative
Grainger WW
01.2008 - 10.2014Read More
Philips College
Advance Business Management Training
Read More
Malcolm X College
Certification from Child Care Development
Read More
CNA
Certification from CNA
Read More