Customer Service Dispatch Supervisor

ERIC BROWN

** ***** ******* *** *****, CT ***** 203-***-**** *****.*****@*****.***

MANAGEMENT EXPERIENCE

Successful leader, equally effective as a member of a team.

Highly organized able to assess complex multi-task and accomplish multiple objectives.

Professional demeanor and attentive to detail.

Effective manager, driven to provide excellent customer service and able to assess situations and formulate solutions.

College graduate with solid academic skills and considerable experience planning and implementing programs, projects and public-relations events.

Dispatch Supervisor August 2020 to August 2021

•Serve as a key leader in the Dispatch Department by providing Field Service Technicians with telecommunication assignments throughout the states of Tennessee, Alabama, Georgia, North Carolina, Pennsylvania, and South Carolina.

•Supervise 24 Maintenance Administrators by monitoring their performance, behavior, and adherence to delegated tasks.

•Conduct daily management calls with 14 department Directors to discuss process improvement initiatives for the usage of overtime.

•Spearhead the tracking and reporting of all deliverables in efforts to increase productivity and on time completions.

•Monitor dispatcher calls to identify areas of improvement and create viable solutions for future services provided.

•Manage budgets, expenses, and objectives of the dispatch department to improve overall revenue of the corporation.

•Lead coaching and performance discussions to develop staff in achieving results in order to exceed company goals.

•Train employees on customer service methods to ensure knowledgeability on all business policies and procedures.

•Establish a floor safety team to design and implement evacuation logistics that ensures staff safety during emergencies.

•Create strategies for posting evacuation routes, monitoring staff attendance, and accommodating disabled employees.

•Oversee payroll processing, overtime, vacation, escalated client issues, leadership reporting, and other managerial tasks.

General Management & CO-Manager Site Operations Management

Eleven years retail management experience planning, staffing, marketing, budgeting and

and directing business operations generating up to $25 million in profitable annual revenues.

Full P&L responsibility with 8 management personal and 250+ staff. Enlisted to improve

Bottom-line financial results in underperforming stores, strengthening line management and

Support teams while achieving aggressive performance goals

Consistently achieved/surpassed all revenue, profit and margin improvement objectives.

Introduced customer service kiosk that improved customer satisfaction scores by 41%.

Implemented revamping of grocery aisle to include Hispanic and ethnic lines resulting in a 22% annual sales growth.

Reduced shrink in the store from 1.02 to .89

Started high school program introducing high school seniors to the retail grocery business.

Training & Management Development

Team building leadership innovator who successfully trained new and struggling managers

To higher levels of competences and success.

Promoted community base training for community leaders to be involved in

Sustainability efforts.

Trained management on the shrink initiatives which reduced shrink by .13 over last inventory.

Reduced customer and associate accidents by 30% through training managers on the cost of industrial accidents.

Professional Employment

History

Frontier Communication New London

Service Center Supervisor 2021- Present

Frontier Communication New Haven, CT.

Dispatch Supervisor 2020- 2021

Frontier Communication 2018-2020

Repair Service Supervisor New London, CT

Frontier Communications New Haven

Sales and Service Consultant 2015-2018

Family Dollar Bridgeport, CT

Store Manager 2014-2014

Lowe’s Milford, CT

Assistant Store Manager 2012-2013

Wal-Mart Wallingford, CT

Co-Manager 2009-2011

Wal-Mart Milford, CT

Store Manager 2007-2009

Stop & Shop Hamden, CT

Customer Service Manager 2000-2007

Stop & Shop North Haven, CT

Warehouse Supervisor 1988-2000

EDUCATION

BA Degree-Business Administration

Colorado Technical University -2018

Personal Profile

Well- traveled throughout the U.S. and the Caribbean. Excellent verbal and written communication skills. Have frequently given presentations to large audiences.

Professional References:

Mr. Erick Martinez Cell 203-***-****

Mr. Barry Frasier Cell 203-***-**** Work

Mr. John Cipriano Cell 203-***-****

Contact this candidate