Yolanda Renee Jones
Summary
Dynamic individual with hands-on experience in customer relations and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
30
30
years of professional experience
Work History
Utilities Dispatcher
Dekalb County
07.2024 - Current
- Answers calls from the public and other DeKalb County departments concerning water or sewer related emergencies or billing issues.
- Responds to all radio transmissions from Watershed crews, 911 or other sources, monitors and responds to rapid radio traffic from crews, supervisors and other departments; and gathers details for work orders.
- Dispatches and routes all water and sewer calls and other calls to response teams and supervisors in a time-sensitive manner; ensures transmission of accurate data to crews for each emergency, such as water main repairs, sewer spills, and infrastructure, and acts with high regard for the general safety of the public.
- Enters data about water and sewer-related issues in the form of service requests; checks and verifies work history as it relates to any calls or work in progress by Watershed crews; and ensures vital information is relayed to foremen and supervisors.
- Retrieves data, gathering information about water and sewer issues, including work order history, maps, etc.; ensures information in the database about orders such as repairs of sewer spills, water leaks, sewer backups, and previous repairs is retrieved precisely and accurately, and accesses billing information for customers and citizens.
- Makes calls to secondary agencies (E.P.D., health department and others) and utilities, such as gas and electric services, on an as needed basis, to notify them about damage from water or sewer emergencies requiring their attention.
- Completes mandated documents for work orders, sewer spills, etc.; ensures that accurate time
- Supervisor Name: Melvin Scott
- OK to Contact Supervisor: No
- Reason for Leaving: currently in the position
Dispatcher Supervisor
Rickie Lawade Trucking
01.2020 - 06.2024
- Monitoring truck repairs and maintenance schedules.
- Logging customer shipping schedules and complaints.
- Ensure efficient logistics and dispatch operations.
- Preparing dispatch documents, as well as generating freight bills and invoices.
- Monitoring team management, problem-solving, and ensuring vehicle maintenance.
- Scheduling drivers to make freight deliveries or collect shipments and packages.
- Coordinated communication between drivers and clients to resolve issues promptly.
- Oversaw daily dispatch operations to ensure timely delivery and efficiency.
- Excellent communication skill.
- Clerical and organizational skills.
- Adhere to safety standards and ensure regulatory compliance to prevent legal issues.
- Steaming processes and enhancing operational efficiency.
- Supervisor Name: Ashley Burhine
- Reason for Leaving: Employer requested I relocate to the location (state) of the company
Dispatcher Supervisor
Mr. Rooter/Mr. Electric
01.2017 - 01.2022
- Handle all customers’ complaints promptly, effectively, positively and with empathy for the customer concern.
- Convey departmental tasks for guidance of management.
- Handles all customer inquiries internal as well as external to provide customer satisfaction.
- Monitor employees as well as operational processes.
- Conduct project management and coordinate duties as required.
- Prepare individual as well as departmental training plans.
- Monitor daily progress of dispatcher and technicians and adjust routes to accommodate customer additions.
- Ensure all staff members attain company as well as location standards.
- Understands the importance of Quality Service and how it is measured.
- Supervisor Name: Stephanie Durdin
- Reason for Leaving: Company sold/ Went out of business
Transportation Supervisor
American Red Cross
01.2016 - 01.2018
- Supervise volunteers and couriers to complete emergency deliveries.
- Schedule inbound and outbound delivery, working with carriers and using routing software.
- Ensure delivery to customers on time and intact by working with vendors, suppliers, and carriers.
- Prioritize special requests.
- Coordinated logistics for disaster response efforts, optimizing resource allocation and delivery timelines.
- Screen special requests to determine the best mode of transportation.
- Dispatch paid and/or volunteer drivers for blood pick-up and delivery.
- Coordinate various transportation-related services including scheduling, routing.
- Provide support to the daily operations in the functional area of Transportation.
- Submits invoices to the database to manage payment to couriers.
- Supervisor Name: Danyell Fay
- Reason for Leaving: Company restructuring
Operations Manager
PTS Cable
01.2010 - 01.2016
- Facilitates training and development for dispatch, field technicians and warehouse representatives.
- Schedule inbound and outbound delivery, working with carriers and using routing software.
- Ensure delivery to customers on time and intact by working with vendors, suppliers, and carriers.
- Collect logistics data to analyze, correlate, index, and forecast logistics needs in formal reports.
- Responsible for organizing and facilitating meetings and presentations and creating meetings.
- Hire, train, and terminate dispatch and field technicians.
- Provides recommendations for operational efficiencies and process improvements.
- Delegates tasks and assists in developing initiatives to improve support.
- Monitors work quality; delivering reports, and recommendations for improvement.
- Handles all customer inquiries internal as well as external to provide customer satisfaction.
- Manage five supervisors, eight dispatchers and sixty field technicians in Georgia and Louisiana.
- Supervisor Name: Lynn Pang
- Reason for Leaving: Company lost contract
Router Lead Supervisor
Comcast Cable Dispatch-Customer Service
01.1996 - 01.2010
- Monitor daily progress of Technicians and adjust routes to accommodate customer additions.
- Rescheduling and cancellations while providing support to the Technicians throughout the day.
- Input data into various databases used for tracking and reporting.
- When necessary, records completion codes in order to provide accurate service history.
- Distribute unassigned work to the appropriate field personnel; utilizes the designated workforce management tool.
- Organize daily workload by managing the day’s route, assignments and reassigning work as required.
- The call center management team and customer account executives.
- Carried a workload of 150-200 Damage claims.
- Manage and prioritize large complex workloads to meet operating timelines.
- Troubleshoot with customers using various desktop tools to test and evaluate customer service related issues to determine root cause of problem and decrease trouble call.
- Supervisor Name: Sylvia Davis
- Reason for Leaving: Layoff
Education
Jones International University (JIU)
Fulton, GA, USSkills
- Time Management
- Strategy development
- Decision-making
- Active listening
- Problem-solving
- Customer relationship management
- Conflict resolution
- Effective communications
Accomplishments
- The ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
- The ability to utilize a wide variety of reference and descriptive data and information.
Timeline
Utilities Dispatcher
Dekalb County
07.2024 - Current
Dispatcher Supervisor
Rickie Lawade Trucking
01.2020 - 06.2024
Dispatcher Supervisor
Mr. Rooter/Mr. Electric
01.2017 - 01.2022
Transportation Supervisor
American Red Cross
01.2016 - 01.2018
Operations Manager
PTS Cable
01.2010 - 01.2016
Router Lead Supervisor
Comcast Cable Dispatch-Customer Service
01.1996 - 01.2010
Jones International University (JIU)