Dispatch Supervisor Manager

Brittney Boyd Customer Service Representative

***************@*****.*** 360-***-**** Portland, OR

High-level and motivated Customer Service professional with more than 15 years of experience in consumer retail and B2B settings. Accomplished in providing unsurpassed support to customers as well as a desire to improve results, enhance knowledge and exceed expectations. Perceptive, confident in making quick effective decisions with minimal information. Able to learn policies and procedures as a guide to make correct decisions. Able to adapt easily and use available manpower and resources, data, and tools to set priorities to ensure the smooth operation of the organization. Efficient computer literacy with proven ability to troubleshoot issues and resolve problems successfully. Demonstrate an extremely professional level with the ability to work well under pressure or work independently and as part of a team.

Project Organization

Interpersonal Relations

Strategic Planning & Analysis

Written/Oral Communication

Customer Service

Invoicing

Team Leadership

Customer Calls/Call Center

Operational Improvement

Documentation

Administrative Ability

Complex Problem Solving

Professional Experience

Clog Pro • Vancouver, WA •

Dispatch Supervisor

Oversee team of Dispatchers and daily operations. Complete and conduct performance reviews for dispatch personnel and make salary recommendations to the Dispatch & Call Center Manager.

Determine staffing requirements and schedules for dispatch personnel.

Coordinate with Branch Management and other dispatch team members to reach and maintain minimum company and branch standards for conversion rate, void rates, and no-revenue rates within the respective market.

Supervise Assistant Dispatch Manager on call center operations.

D&F Plumbing • Vancouver, WA •

Dispatch, CSR

Trained others on the use of Service Titan. Worked directly with plumbers to resolve field issues as they appeared.

Aligned schedules to minimize travel time and maximize revenues. Increased booking rates

Maximized and evaluated the use of marketing campaign responses to gain insight on marketing success.

Reviewed dispatch procedure’s for improvement to ensure a more efficient process

Trained staff on the use of Service Titan Dispatch, with integrated QuickBooks software.

Answernet • Gresham, OR •

Dispatcher

Managed customer calls effectively in a complex, fast-paced, and challenging dispatching center environment.

Maintained a high-volume workload and helped company attain the highest client service ratings.

Managed the escalated service concerns received from brokers, employer contacts and account managers.

Processed and updated 50+ orders per day in computer system and politely assisted customers via telephone.

Relayed work orders, messages, or information to or from staff/customers by using telephones or two-way radios.

Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing problems.

Alpine Payment • Vancouver, WA •

Customer Service Representative

Met all customer call guidelines including service levels, handle time and productivity. Supported phone center with high volume calls averaging 13,000-plus calls per month.

Scheduled appointments and performed verification according to sales representatives rules and guidelines, documenting clients and products.

Took ownership over team productivity and managed workflow to meet or exceed quality.

Responded to and handled customer complaints and inquiries in a timely manner.

Maintained a polite and professional telephone manner.

Highgate Senior Living •Vancouver, WA

Supervisor

Interviewed, hired and trained new employees for a fast-paced, critical medical care, focused environment. Oversaw and managed a staff of 20-plus.

Resolved employee issues, safety incidents, disagreements between employees, and key decision making.

Created service plans with family members for reside.

Education

General Studies, Clark College, Vancouver, WA

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