Customer Service Dispatch Supervisor

RANDOLPH ETIENNE

South Setauket, NY ***** 917-***-**** **********@***.***

Professional Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Great customer service and people skills. Willingness to take on added responsibilities to meet team goals.

Skills

• Program Optimization

• Cost Analysis and Savings

• Problem Anticipation and Resolution

• Employee Supervision

• Policy Development and Enforcement

• Focus and Follow-Through

• 32 WPM on average

• Proficient with Microsoft Word, Excel and

PowerPoint.

• Composed and sent over 150 emails a week

using Microsoft Outlook.

• Wrote, edited and formatted documents on

Microsoft Word.

Work History

Assistant Operations Manager 09/2019 to 11/2022

Maggie's Paratransit Corp. – Brooklyn, NY

• Coordinated with General Manager in different operational issues and promotional activities.

• Supervised operations team to support operational excellence and excellent customer service.

• Developed and maintain operational guidelines for staff.

• Monitored employee productivity and optimized procedures to reduce costs.

• Taught employees how to collaborate on daily job tasks and achieve service targets.

• Educated operations team on best practices, company policies and service excellence standards.

• Prepare Daily and Monthly Reports in CSV, Excel, Word format

• Prepare Daily Schedule for Drivers and Dispatchers Dispatch Supervisor 07/2013 to 08/2019

Empire Paratansit Corp. – Brooklyn, NY

• Managed 15 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.

• Modernized communications systems to improve productivity, reliability and efficiency.

• Supervised team of 15 employees and provided training focused on maximizing overall performance.

• Maintained meticulous employee records to accurately track attendance and productivity.

• Directed dispatching, routing and tracking of 45 fleet vehicles.

• Maintained updated and detailed records of calls in physical and electronic database.

• Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.

• Evaluated and adjusted over 165 routes based on daily needs, available workers, traffic hazards and weather conditions.

• Prepare Daily and Monthly Reports in CSV, Excel, Word format

• Prepare Daily Schedule for Drivers and Dispatchers Dispatcher 09/2009 to 07/2013

Empire Paratransit Corp. – Brooklyn, NY

• Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.

• Ensure the safe transportation of the elderly and disable throughout NYC

• Liaison between the company and NYCT

• Assisted NYCT with same day trip requests, timely notifications of lateness and next day scheduling

• Maintained updated and detailed records of calls in physical and electronic database.

• Trained new dispatchers

• Directed dispatching, routing and tracking of 15 fleet vehicles. Education

No Degree: Computer Science

Kingsborough Community College of The City University of New York - Brooklyn, NY High School Diploma 06/2001

College Canado Haitien - 148 Ave Jean-Paul II, Port-au-Prince, Haiti Languages

English

Full Professional

French

Native or Bilingual

French-Creole

Native or Bilingual

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