Customer Service Representative

Miguel Awe

323-***-**** *********@*******.***

Professional Summary

Highly experienced Dispatcher and Customer Service Representative with over 20 years of expertise in transportation logistics, dispatch coordination, and customer service. Proven ability to manage high-volume operations, optimize driver schedules, and ensure timely delivery of services. Adept at building strong customer relationships, resolving conflicts, and improving operational efficiency. Bilingual in English and Spanish, with a focus on delivering exceptional customer service in fast-paced environments. Seeking to leverage my experience in logistics and dispatch to contribute to a dynamic team. Skills

Dispatch Operations & Logistics Coordination: Fleet management, driver scheduling, route optimization, vehicle tracking, dispatching freight carriers, monitoring delivery timelines Customer Service & Client Relations: Handling customer inquiries, resolving scheduling conflicts, client satisfaction follow-up, bilingual communication (English/Spanish)

Team Leadership & Employee Training: Mentoring and training new drivers and dispatchers, performance evaluations, ensuring adherence to company policies

Data Entry & Documentation Management: Accurate data input, tracking dispatch schedules, maintaining payroll and budget records, managing shipping documentation

Route Planning & Optimization: Efficient route mapping, improving delivery accuracy, minimizing delays, leveraging route optimization software

Communication & Problem Solving: Strong verbal and written communication skills, effective conflict resolution, coordination with internal teams and clients

Technical Proficiency: Microsoft Office (Excel, Word, Access), CRM software, dispatch management systems, tracking tools Bilingual Communication: Fluent in both English and Spanish, providing customer support and business development in multicultural regions

Work History

Dispatcher/Scheduler CareTech Transportation 2018-Present

• Coordinate and schedule medical transport for patients, ensuring timely pickups and drop-offs.

• Manage daily schedules for a team of 15+ drivers, optimizing routes to minimize delays and improve service delivery.

• Enter and manage data in dispatch systems, tracking vehicle locations and ensuring efficient operations.

• Handle customer inquiries, addressing concerns and rescheduling appointments when necessary.

• Developed and implemented a system to streamline scheduling, reducing dispatch errors by 15%.

• Provided daily reports on driver performance, tracking on-time pickups and identifying areas for improvement.

• Reduced driver downtime by creating more efficient route assignments based on real-time traffic data.

• Conducted regular meetings with drivers to review safety protocols and optimize service quality.

• Managed emergency situations, rerouting drivers to handle last-minute requests or changes in schedule. Dispatcher Eagle Wings Transportation 2016-2018

• Dispatched drivers for non-emergency medical transport, coordinating daily routes across Los Angeles County.

• Managed communication between drivers and clients, ensuring smooth operations and handling any route changes.

• Assigned drivers to pickups based on geographic proximity and availability, improving overall efficiency.

• Entered daily schedules into the system and ensured all pickups and drop-offs were completed within set timeframes.

• Received positive feedback from clients for resolving scheduling conflicts and maintaining timely service.

• Implemented a new dispatch tracking system that improved response times by 20%.

• Collaborated with management to improve client satisfaction by creating a more personalized customer service approach.

• Assisted in training new dispatchers, ensuring they understood system protocols and client expectations. Dispatcher/Driver SCLS Transportation 2010-2016

• Dispatched drivers for medical transport services, ensuring patients were picked up and dropped off promptly.

• Conducted follow-up calls to confirm that clients were satisfied with services, improving customer retention.

• Trained new drivers on company policies, safety procedures, and route optimization techniques.

• Utilized dispatch software to track driver locations and provide real-time updates to clients.

• Collaborated with hospital staff to ensure timely transport of patients with special medical needs.

• Implemented driver training programs that improved safety compliance by 25%.

• Successfully reduced client wait times by analyzing and optimizing key transportation routes. Dispatcher / Logistics Manager Quest Express Trucking Co. 2004-2008

• Managed a fleet of 300 freight carriers, coordinating daily pickup and delivery routes across California and neighboring states.

• Negotiated contracts with carriers, ensuring cost-effective and timely deliveries.

• Monitored driver performance and provided feedback to improve service quality and delivery times.

• Collaborated with maintenance teams to schedule repairs and ensure vehicle readiness, reducing downtime by 20%.

• Streamlined dispatch processes, reducing route conflicts and increasing on-time deliveries by 10%.

• Led a cross-departmental project to implement new logistics software, improving operational efficiency by 18%.

• Built strong relationships with carriers, leading to a 15% increase in available freight capacity during peak times. Dispatcher / Logistics Coordinator / Project Manager Quest Express Trucking Co. 2003-2004

• Established a new trucking hub in Fresno, managing logistics for a fleet of 85 trucks.

• Directed the daily operations of the new hub, including dispatching, route planning, and customer service.

• Negotiated service contracts with local vendors, reducing operational costs by 15%.

• Maintained accurate records of daily shipments, fuel usage, and vehicle maintenance.

• Coordinated daily logistics meetings, ensuring alignment between dispatch, maintenance, and client service departments.

• Reduced operational bottlenecks by optimizing fuel stop locations and delivery routes. Dispatcher Chase Messenger Co. 1992-2000

• Dispatched 1,500 calls daily, coordinating delivery routes for a team of drivers.

• Communicated effectively with drivers to manage last-minute changes or urgent pickups.

• Managed the dispatch board, ensuring all deliveries were assigned and completed on time.

• Assisted in training new dispatchers, helping the team maintain high service standards.

• Created daily performance reports to track driver efficiency and identify potential areas for improvement.

• Developed a new scheduling system that improved route accuracy and reduced client complaints by 12%. Assistant Dispatcher Chase Messenger Co. 1990 – 1992

• Trained and evaluated new drivers, ensuring they adhered to company policies and delivery standards.

• Assisted in coordinating daily routes, resolving any logistical issues that arose during operations.

• Provided administrative support to senior dispatchers, entering and organizing delivery data.

• Developed training manuals to standardize driver onboarding and dispatch operations. Education

Los Angeles City College, Los Angeles, CA 1987-1990

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