LILLIAN COOK

**** ** * **

Ocala, FL *****

352-***-**** ad4zei@r.postjobfree.com

Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills.

Dynamic Dispatch Manager with 19 years of experience supervising dispatch staff to coordinate service and deliveries. Monitors and proactively adjusts service to maximize on time performance and productivity. Demonstrates effective use of scheduling software, telephone and data analysis skills to track, trend and take action to effectively manage dispatch support implementation while coaching team members toward improvement.

Skills

●Manpower planning

●Maintenance recordkeeping

●Employee time records

●Staff Training and Development

●Daily reports

●Employee Performance Reviews

●Workflow Planning

●Schedule Coordination

●Customer Communication

●Route Planning

●Phone dispatch

●DOT Compliance

●Transportation knowledge

●Repair Scheduling

●Customer Request Management

●Quality Control

●Customer Relationship Management

●Distance Estimation

●Regulatory Compliance

●Customer Service

●Dispatch Recordkeeping

●Service Vehicle Dispatch

●Communication Management

●Creative Thinking

●Team Work Scheduling

●Work Order Preparations

●Routing orders

●Reliability

●Relationship Building

●Delegating Work

●Interpersonal Skills

●Prioritizing calls

●Task Prioritization

●Excellent Communication

●Schedule Management

●Attention to Detail

●Goal Setting

●Written Communication

●Time management abilities

●Adaptability

●Organizational Skills

●Dispatching field personnel

●Mentoring and Coaching

●Effective Communication

●Verifying coverage

●Time Management

●Traffic Monitoring

●Critical Thinking

●Problem-Solving

●Decision-Making

●Repair Planning

●Personnel Monitoring

●Updating logs

●Route Planning and Adjustment

●Active Listening

●Professionalism

●Team building

Work History

Dispatch Manager, HR, Admin and Accounts Payable 12/2005 to Current

Leopard Medical Transport – Ocala fl

●Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.

●Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.

●Streamlined HR processes for increased efficiency by automating manual tasks and introducing new software tools.

●Reduced late fees for the company through diligent monitoring of payment deadlines and prompt communication with vendors.

●Established strong relationships between management teams across departments through effective communication channels and routine meetings.

●Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.

●Collaborated with procurement team to resolve discrepancies between purchase orders and invoices, enhancing accuracy in financial reporting.

●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.

●Developed contingency plans for unexpected events, minimizing disruptions to daily operations.

●Reduced response times with effective dispatcher training and timely decisionmaking.

●Managed high-volume accounts payable transactions, ensuring accurate entry and timely payments.

●Implemented electronic invoicing systems to reduce paper waste and improve overall workflow efficiency within the accounts payable department.

●Managed sensitive financial data securely, adhering to strict privacy policies and procedures set forth by the company.

●Managed a team of dispatchers, fostering a collaborative work environment to ensure smooth operations.

●Conducted regular performance reviews for dispatch personnel, identifying areas for improvement and growth opportunities.

●Compiled expense reports on a monthly basis, keeping management informed of spending patterns and trends.

●Mentored new hires in navigating the complexities of the Dispatch Manager role.

●Oversaw the implementation of updated HR policies while ensuring consistency across organizational levels for more efficient enforcement of rules governing the workplace environment.

●Improved dispatch efficiency by implementing new scheduling and routing strategies.

●Established strong relationships with vendors, negotiating contracts that benefited both parties in terms of cost savings and reliability.

●Reported to management operational activities and maintained current records.

●Served as a trusted liaison with vendors, maintaining open lines of communication and promptly addressing any concerns or disputes that arose.

●Streamlined invoice processing by implementing an efficient filing system and tracking payments.

●Reconciled vendor statements accurately, resolving any discrepancies in a timely manner.

●Managed payroll administration, ensuring timely and accurate salary disbursements to all employees.

●Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.

●Resolved employee disputes in a timely manner, fostering a positive workplace environment and minimizing disruptions.

Education

Diploma 06/1994

North Marion High School - Citra Fl

Certifications

●CPR/FIRST AID

●EVOC

●MAP READING

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