Customer Service Manager

**** ******* ***** ******

North Las Vegas, Nevada 89032

443-***-**** Mobile

*******.*****@*****.***

Timeeka Rooks

Objective

To obtain full-time employment that will lead to a career and allow me to showcase my skills and talents. Experience

01/2018- Present MV Transportation

Dispatch/ Operations Supervisor

Duties Include: Manages and coordinates technical workforce job completion, Customer complaint resolution, Obtain daily service disruptions in Excel workbook, Oversee improvement in customer satisfaction and dispatch satisfaction, Maintain a professional demeanor and appearance, Ensure that dispatch personnel are effectively performing linked function between the operators and customers by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Senior Management, Provide subordinate coaching and assistance when required, Communicate with Management as needed to maximize efficiencies and resolve issues, Has the authority to make the recommendation to hire and fire and to implement discipline and direct work of Dispatch employees, Interviews applicants; Handles employee grievances and complaints, Monitor specific charts and daily graphs to ensure that all service calls are being managed and completed in a timely manner, Monitor real time call flow, inbound dispatcher availability, Service Levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized, Fill in as a Dispatcher when required, Recommend promotions, Ensure overall compliance with various office policies such as: uniforms, use of electronic devices, phone compliance, meal breaks and attendance, Has the authority to issue work instructions; coaching and discipline of immediate dispatch staff; has the authority to make recommendations to hire and fire personnel. Complete Drivers Schedules as well as discipline for behavior and attendance, Monitor daily and day to day business operations.

08/2016- Present Carey International

Regional Dispatch Supervisor

Duties Include: Supervising six metropolitan cities on the east coast, being responsible for a team of more than ten dispatchers and dispatch department operations to include training dispatchers and ensuring their job performance meets company standards. Acts as a mentor and provides guidance as needed to dispatchers. Governs dispatch issues to include chauffeur- related issues. Monitors daily dispatch work flow and equitable distribution of work to chauffeurs. Secures and records chauffeur availability maintaining the best utilization of fleet. Maintains focus on achieving company goals and customers’ expectations. Devotes majority of time to supervisory responsibilities engaging in dispatch work only on an as-needed basis to cover emergency situations, and to maintain awareness of dispatch functionality. 05/2016-8/2016 JW Logistics

Dispatcher

Duties Include: Provide superior customer service to both internal and external customers by exceeding their expectations, dispatch company controlled freight and support, dispatch/coordinating between carrier drivers/dispatch and customers on load information, follow company policy for processes and procedures, problem solve driver/carrier issues, carrier/customer retention, maintain carrier profile information, enforce driver compliance, train new drivers/carriers on procedure, able to monitor routes real time.

06/2015-11/2015 Cox Communications

Transportation Coordinator

Duties Include: Working under the ready auto transport umbrella to facilitate and coordinate the transport of customer vehicles to and from auction site and other areas as assigned. contact customer to determine vehicle availability and condition, schedule vehicle pick-up and delivery with customer and transporter, reconcile any transporter related issues that may arise, notify customer account representatives and transporter of any relevant vehicle transportation related issues as required, monitor and report on customer compliance and transporter performance, compile vehicle transportation related data and generate reports, follow all job related safety and health procedures, perform other job related duties as directed by supervisor. 03/2013- 06/2015 MV Transportation

Dispatcher/Supervisor

Duties Include: Making sure all necessary paperwork and supplies are available for drivers. Working with programs such as Microsoft outlook, access, excel, and trapeze. calling customers to inform them of driver’s whereabouts. working with dispatchers from Maryland Transit Administration, First Transit and Transdev companies to ensure customers are picked up on time. Handling various customer service calls. Making sure drivers are following their manifests accordingly and lending assistance where needed.

9/2011-2/2013 Decisive Communications

Dispatcher

Duties Include: Inputting info and payments given from techs into computer, keeping track of techs and assisting as needed. Setting up payment arrangements for customers, and restoring customer’s cable service. 08/2010- 01/2011 Amtech Corporation

Dispatcher

Duties Include: Inputting info given from techs into computer for install completion, keeping track of techs and assisting as needed. Performing follow up calls to customers and assuring customer has cable service. 10/2009- 04/2010 A&G Management

Assistant Manager

Duties Include: Performing renewal inspections, property inspections, collecting rents, completing applications, maintenance requests, leases, and move ins. some accounting.

Education

1992-1997 Frederick Douglass Senior High Baltimore, MD Business

1997-1998 Baltimore International College Baltimore, MD Hospitality Management

1998-2002 Baltimore City Community College Baltimore, MD Business Management

2006- Present Sojourner-Douglass College Baltimore, MD Information Systems Administration

References

Available Upon Request

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