Customer Service Quality Assurance
Resume:
Lakeisha Jones
Suitland, MD *****
********.*********@*****.***
Carey International, Inc. – Fredrick, MD
Dispatcher Manager
June 2011 - Present
Lead a team of administrative staff and dispatchers to ensure high-quality service delivery and adherence to company policies.
Oversee programmatic operations, quality assurance, and compliance with company standards across all functional areas.
Manage and develop team members, fostering and culture of continuous learning and improvement.
Provide first-class customer service by managing over 1,000+ daily calls, ensuring efficient fleet coordination and certification compliance.
Monitor and document the operations of limousines, Luxury vans, and private vehicles across the east coast and west coast regions, ensuring policy adherence and recording violations.
Assist in the development and implementation of quality control measures to ensure accurate data collection and management support.
Manage time and attendance records for processing, tracking driver activities, and issuing chauffeur advisories.
Make informed, strategic decisions that drive operational success and customer satisfaction.
Facilitate ground transportation logistics for high-profile events such as Inauguration, Super bowl, NBA All-star, NFL Draft, and much more major events.
Train and onboard new employees on company databases using Novell Systems and CES production software.
Urban Express - Beltsville, MD
Senior Customer Service Representative
October 2009 - November 2010
Acted as the primary contact for dispatch services, handling all incoming calls, customer complaints, and inquiries, and determining appropriate actions.
Maintained filing systems, and billing records, and monitored work progress to ensure timely completion.
Provided administrative support to upper management, including preparing, receiving, and reviewing office correspondence related to deliveries, express pick-ups, and vehicle repairs.
Compiled data and information from public survey systems, processed time and attendance records, and maintained vehicle logs.
Managed the company events calendar and informed management of critical deadlines.
Served as the liaison between customer service representatives and staff, ensuring smooth communication and operations.
DHL Express-Chantilly, VA
Field Service Supervisor-12/2007- 01/2009
Lead Agent-4/2007- 12/2007
Service Agent-1/2005- 03/2007
Supervised a team of 10 employees, managing schedules, workflow procedures, and staffing assignments.
Organized and prepared recruitment documentation, quarterly goals, and reports on equipment and services rendered.
Collaborated with senior management to develop operational plans and budgets aligned with corporate goals.
Facilitated quarterly HAZMAT training sessions and completed performance evaluations in accordance with company policies.
Performed administrative tasks including data entry, processing credit card payments, and maintaining office supplies.
Education
General Communication Incorporated
Certification Program - 1998
Crossland Senior High School
Diploma - 1995
Skills
Team Leadership & Management
Customer Service Excellence
Quality Assurance & Compliance
Payroll & Billing Management
Fleet & Logistics Coordination
Data Analysis & Reporting
Software Proficiency
Microsoft Office Suite
Novell Systems
CES Systems
Scheduling & Calendar Management
Training
HAZMAT Certification - 2009
CPR Certification - 2008
References are available upon request.
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