YVONNE LEE
Beech Island,SC
Summary
Dedicated and detail-oriented dispatcher with over 5 years of experience coordinating efficient operations in roadside assistance and waste management industries. Seeking to leverage strong organizational and communication skills to optimize dispatch processes and provide exceptional service at AAA Roadside Service and Coastal Waste Trucking.
Experienced with coordinating transportation logistics and managing schedules effectively. Utilizes strong problem-solving skills to ensure timely deliveries and smooth operations. Track record of maintaining excellent communication with drivers and customers to resolve issues promptly.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Dispatcher
Coastal Waste & Recycling
12.2022 - Current
- Scheduled and dispatched waste collection vehicles, ensuring efficient coverage of service areas
- Monitored driver performance and adherence to routes, addressing delays or issues promptly
- Collaborated with maintenance teams to schedule repairs and minimize service interruptions
- Delivered excellent customer support, addressing service complaints and ensuring satisfaction
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 10 FEL trucks and 6 roll off trucks.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
Roll Off Driver
Coastal Waste & Recycling
11.2021 - 12.2022
- Safely operate roll-off trucks to collect and transport waste, recycling, and construction debris from residential, commercial, and industrial sites.
- Perform pre-trip inspections to ensure the truck is in proper working condition, including checking oil, tires, brakes, and safety equipment.
- Load and unload roll-off containers, ensuring proper weight distribution and securing loads to prevent shifting during transport.
- Adhere to all local, state, and federal regulations regarding waste management, vehicle operation, and safety standards.
- Maintain accurate records of deliveries, pick-ups, and waste disposal, including completing required paperwork and electronic logs.
- Communicate effectively with dispatchers, customers, and site personnel to coordinate pick-up schedules and ensure timely service.
- Uphold customer service standards, providing professional interactions with customers and resolving any complaints or concerns regarding service.
- Promote and follow safe driving practices, ensuring safe routes and handling of hazardous materials as required.
Customer Support Supervisor
Arise Virtual Solutions Inc.
08.2019 - 03.2021
- Supervise a team of customer service agents, providing leadership, guidance, and support to ensure high-quality performance and excellent customer service.
- Monitor and evaluate agent performance through regular quality assurance checks, call reviews, and performance metrics to ensure adherence to company standards.
- Provide ongoing coaching, feedback, and training to improve agent skills, increase productivity, and resolve any customer service challenges.
- Act as the first point of contact for agents requiring assistance with escalated customer issues, offering guidance on problem resolution and customer satisfaction.
- Manage daily scheduling of agents to ensure optimal coverage and minimize wait times, while balancing team workload and maintaining shift consistency.
- Develop and implement strategies to improve team performance, boost morale, and drive engagement through team-building initiatives and recognition programs.
- Handle customer escalations effectively, resolving complex or high-priority issues and maintaining a positive experience for the customer.
Dispatcher
Arise / AAA Roadside Service
02.2017 - 08.2019
- Manage and coordinate emergency roadside assistance calls, ensuring prompt and accurate dispatch of tow trucks and service vehicles to customers in need.
- Answer incoming calls from customers requesting roadside assistance, gathering necessary information such as vehicle make/model, location, and type of service required.
- Assign calls to appropriate service providers based on location, availability, and skill set, ensuring efficiency and minimal wait times for customers.
- Use dispatch software and GPS systems to track service vehicles, monitor progress, and update customers with estimated arrival times.
- Maintain clear and effective communication with roadside assistance drivers, providing them with real-time updates, directions, and necessary service details.
- Prioritize urgent and time-sensitive calls, ensuring that high-priority services like accidents or medical emergencies are handled immediately.
- Ensure accurate documentation of all service requests, customer interactions, and resolutions in the system for reporting and follow-up purposes.
- Troubleshoot and resolve any issues that may arise during service calls, including dispatching additional assistance when necessary.
- Provide customers with status updates, estimated wait times, and general support throughout the service process, maintaining a high level of customer satisfaction.
- Handle customer complaints or concerns, escalating issues when necessary to supervisors or managers for resolution.
- Monitor service levels and ensure compliance with company standards and safety protocols, helping optimize response times and resource utilization.
Education
Associate’s - Business Management
Strayer University
Augusta, GA06-2012
Skills
- Dispatching Expertise
- Communication
- Problem-Solving
- Customer Service
- Data entry
- Decision-making
- Active listening
- Attention to detail
- CDL
- Route planning
- Detail-Oriented
- Verbal and written communication
- Map reading
- Microsoft office
Certification
- Commercial Driver's License (CDL)
- CPR/First Aid Certification
Timeline
Dispatcher
Coastal Waste & Recycling
12.2022 - Current
Roll Off Driver
Coastal Waste & Recycling
11.2021 - 12.2022
Customer Support Supervisor
Arise Virtual Solutions Inc.
08.2019 - 03.2021
Dispatcher
Arise / AAA Roadside Service
02.2017 - 08.2019
- Commercial Driver's License (CDL)
- CPR/First Aid Certification
Associate’s - Business Management
Strayer University
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