Dori Lynn Lawson

Baltimore, MD

410-***-****

adyhu5@r.postjobfree.com

Work History

Human Resources Representative/ Operations Assistant

*/****- */****

Duties include recruitment, onboarding, orientation and training new and existing employees.

Responsible for planning programs and processes designed to improve employee welfare.

Maintained vital employee records and ensured the smooth operation of the HR department.

Responsible for recruitment, including vetting candidates, interviewing perspective job seekers and issuing employment contracts.

Supported internal and external inquiries and requests related to HR department.

Compiled and maintained paper, digital and electronic employee records, including holiday and sickness leaves.

Assisted with processing payroll and documented employee compensation and benefits.

Supported HR-related training programs, workshops and seminars.

Entered employee data into computer database.

Consistently updated employee records with different agencies, including MVA, DOT and PSC.

Dispatcher/Router- Waste Management

2/2015- 9/2021

● Responsible for monitoring roll-off routes for 50+ sanitation drivers in the MD, WPA, WV and VA areas.

● Responsibilities include training new employees, planning, assigning and monitoring work for drivers, addressing complaints and resolving customer issues.

● Works directly with customers, providing excellent customer service when responding to inquiries

● Projects a friendly, professional and cordial demeanor to all potential and existing customers, co-workers and leadership personnel.

● Monitor any sudden route changes and/or road construction/closures and work with drivers to establish new routes for timely service completion.

● Reviewed and updated customer correspondence files and scheduling database. Managed a wide variety of administrative tasks to resolve issues quickly and efficiently

● Facilitated communications between drivers, route managers, operations personnel and customer service agents about daily operations as problems arise.

Dispatcher- Roto Rooter Plumbing

3/2012-2/2015

Acts as a liaison between field technicians and customers nationwide. Responsible for distributing jobs to field technicians and managing the workload of field technicians throughout the Eastern portion of the country.

● Interacts with customers to keep them informed of the status of their assigned field technician’s arrival.

● Relays necessary job information to the field technician.

● Resolves any customer service issues.

● Obtains a detailed description of what problems were solved at the completion of the field technicians job assignment and enters this information into AS400 system.

Route Specialist- Dispatcher

12/2005 – 5/2010

Sears Holdings Inc, Columbia, Maryland

Responsible for managing the daily activities necessary to create and maintain routes that are efficient for the schedule day, require minimal technical intervention, minimize costs to the business and ensure promises to the customers are kept.

● Responsible for answering and making both inbound and outbound phone calls to customers, Technical managers and other Support Team personnel.

● Performed standard Call Center activities such as E.T.A.’s, cancellations, re-scheduling, and part arrival notification.

● Communicated changes or other issues with fellow routing team members, technicians, customers, support departments and management that may improve or effect the routing solution.

● Provided feedback on call growth, group specialization, road speed or any other parameter that may improve or affect the routing solution.

● Created and maintained routes considering system logic and district parameters.

● Considered and escalated special order and/or emergency requirements that may affect workload balance.

● Worked with Parts Dept. to provide Level One customer service to assist in maximizing turnaround time.

Education

Community College of Baltimore County Catonsville, Maryland -9/2000- 6/2002,

General Studies Coppin State University 9/2004 – 5/2006, Nursing Major

References Available Upon Request

Contact this candidate