Customer Service Emergency Dispatcher
Resume:
Daniel Lucas
Lewisville, TX *****
******@*****.***
Emergency Dispatcher/ Customer Service
TK Elevator - Coppell, TX
June 2022 to March 2023
• Receive incoming calls, texts and emails from field mechanics and branch operations management
• Utilize Servigistics (dispatching / ticket management system) to assign work to the proper mechanic;
provide necessary follow up to ensure timely ticket acceptance and closure
• Utilize GPS to locate nearest mechanic for elevator entrapments
• Monitor Gantt view of mechanics' ticket volume to make decisions on proper dispatch options
• Communicates directly with customers to provide status updates as requested
• Perform all assignment confirmations and follow up responsibilities
• Provide Subject Matter Expert support on Servigistics application use and issues
• Assist with system or process testing as needed
• Provide back-up support as needed to Call Handlers answering customer calls and emails routed to
the Dispatch Center
• Meet or exceed Key Performance Indicator (KPI) targets for this role
• Perform other job-related duties and projects as required
Dispatcher/Customer Service
Gulf Winds International Logistics - Dallas-Fort Worth, TX
April 2022 to June 2022
The Dispatcher position is responsible to ensure timely, accurate and efficient service to GWI customers
and drivers. Requires strong problem-solving skills, leadership, mentoring abilities, multi-tasking and
superior communications ability.
Primary Job Responsibilities:
• Ensure Independent Contractor satisfaction by facilitating load distribution.
• Achieve driver retention and growth goals by ensuring driver success while maintaining strong
relationships with the independent contractors and employee drivers.
• Work closely with critical departments (e.g., Safety, Driver Recruitment, Customer Service, Sales) to
best serve our drivers (independent contractor and employee) and internal and external customers.
• Promote a culture of Operational Excellence focused on safety and quality.
• Execute daily workload while ensuring customer requirements are met to achieve World Class service.
• Track and manage all equipment currently under dispatch to ensure proper utilization.
• Cross-train to cover workload distribution when any other Dispatch team member is out.
• Openly communicate challenges/opportunities as they arise along with creative solutions to overcome.
• Manage cost with a focus to increase profitability of the terminal as well as minimizing cost to our
customers.
• Regular oversight to Independent Contractors HOS, prior to dispatching.
• Manage quarterly KPIs to support company goals
• Actively used Samsara and CMS to pre-plan loads, assign loads to drivers, and map out return trips
• Dispatched loads from rail yards, shipping yards, and company drop yards
• Answered calls from clients
Water/Crude Oil Dispatcher
Pilot Flying J - Plano, TX
June 2021 to November 2021
• Receive dispatch requests and orders from customers and plan, schedule, and coordinate delivery of
daily Oilfield Services loads
• Determine required driver staffing, carrier loads, and customer inventory levels
• Answer high volume telephone calls per day to assist drivers through various issues that affect the
original dispatch plan and delivery; determine alternative delivery plan and redirect drivers as needed
• Communicate to Drivers and management any customer concerns related to dispatch or loads to be
picked up
• Review each Driver’s compliance with Department of Transportation (DOT) hours and plan routes in
a safe and efficient manner
• Maintain Oilfield Service tank levels at volumes per customer requirements
• Complete Operation Reports daily as required by management
• Model behaviors that support the company’s common purpose; ensure customers and team members
are supported at the highest level
• Ensure all activities are in compliance with rules, regulations, policies, and procedures. Complete other
duties as assigned
Saddle Stitch/ Pole Cutter Operator
Shutterfly Inc - Plano, TX
February 2020 to July 2020
•I run the saddle stitch and pole cutter machines for soft cover books, sewers, and the Diamond machines.
•Working the overnight shift allows me to train new employees and oversee those machines while helping
with other production needs.
GIS/GPS Field Technician
Davey Resource Group - Durant, OK
October 2019 to December 2019
•Use Clarion and Trimble GPS systems to create electrical grid maps
GIS/GPS Forestry Work Planner/Notifier
ACRT, Inc. - Dallas, TX
February 2019 to October 2019
• Notify and Educate customers on Vegetation Management policies and procedures
• explain what Right of Way (easements) are, and the distances of directional pruning,
• Plan and execute team areas,
• Update any and all map, customer information, and electrical line types,
• Perform all duties in the DFW area and out of the metroplex,
• Train other team members on speaking with Latino customers,
• Follow all safety protocols with company vehicles and complete all company safety training
Logistics Specialist
Schlumberger oil field - Denton, TX
July 2017 to February 2019
The Dispatcher is responsible for organizing and dispatching appropriate personnel, equipment and
materials to service locations to meet customer and company requirements in a safe and professional
manner
The Dispatcher complies with governmental regulations and industry standards and observe
health,safety and environmental policies to reduce environmental impacts
• As Dispatcher Level 1, receive and document job requests from customer and company personnel to
obtain the information necessary to organize a service job
• Maintain professional telecommunications between all company personnel so that timely responses
can be made to all requests
• Select company resources to meet customer requests according to company quality and operational
guidelines
• Maintain, record and prepare reports that meet all company, customer, and government regulations
such as job packets, DOT, loads, fuel tax, material inventory and time sheets
• Minimize service incidents that arise from inexperience
• Help personnel complete company SCDP modules and provide positive support for career development
programs
• Complete the technical modules required to maintain operating efficiency and qualify for promotion
• Participate in job risk analysis and continuous improvement programs in the district
• As Dispatcher Level 2, obtain pertinent information from customers to provide a complete job packet
for field and support staff
• Work closely with Product and Service Delivery Managers on job planning; organize equipment and
personnel to meet the job requirements
• Communicate with bulk plant operator on upcoming jobs and chemical needs
• Prepare well master and quotation creation and job assignments, and ensure details are logged
accurately and neatly
• Track equipment and personnel; know where they are at all time
• Build and maintain an excellent customer service reputation with customers and field staff
• Create purchase orders for third party costs
• Train and mentor dispatchers in Logistics operations
• Track customer complaints and inform Logistics Manager
• Track convoys, single or group, and maintain tracking sheet for them
Guard/Lobby Administrator
Securitas Security Services USA, Inc - Dallas, TX
December 2016 to July 2017
•Sign in and make badges for all visitors, workers, and guests.
•Scheduling all tours, interviews, and training.
•Monitor building via CCTV cameras.
•Dispatch roving guards to any suspicious activity.
Security System Technician
MasTec Advanced Technologies - Dallas, TX
July 2016 to November 2016
Install, repair and service all residential security systems.
•Educate customers on all services provided and any and all upgrades.
•Translate for Spanish Speaking customers.
•State licensed in Security systems.
•Install, repair, and service all residential fire systems.
•State licensed in residential fire systems
Shift Supervisor
Point2Point Global Security - Addison, TX
June 2012 to July 2016
•Managed a Construction dock at Texas Instruments
•Translated from English to Spanish
•Decreased Safety violations in construction zones by 60%Increased team communication as Shift
Supervisor
•10 months experience trouble shooting industrial access control systems.
•Created all dock and shipping paperwork for inbound and outbound traffic, per DOT and
Homeland Security specifications
•Increased dispatching time by 40 %
•Lessened disgruntled visitor and employee reports by 50 percent
•Supervised the 3rd shift for 13 months
•3 years translating English to Spanish
•3 years experience as overnight dispatch
•2 years experience as scale house operator
•2 years experience trouble shooting, installing and maintaining CCTV systems.
•3 years experience troubleshooting and repairing industrial access control systems.
•3 years in OTR dispatching Nation wide
•2 years creating BOL/Weight Bills for inbound and outbound products
•2 years of Supply Chain Shipping
Guard
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