Customer Service Delivery

Vivian Tapanes

786-***-**** *******@*****.*** Miami, Fl.

Professional Summary

A seasoned and results-driven Customer Service and Dispatch Leader with 17 years of experience in dynamic, fast-paced environments. Adept at managing teams, optimizing operational efficiency, and ensuring exceptional customer service. Bilingual (English/Spanish) with a proven ability to resolve complex issues, improve processes, and lead teams to exceed performance metrics. Proficient in various software tools, including MS Office, SharePoint, and Excel.

Core Competencies

Customer Service Leadership

Dispatch & Route Coordination

Conflict Resolution & Escalation Management

Team Coaching & Development

Data Analysis & Reporting

Bilingual: English & Spanish

CRM & Scheduling Software Proficient

MS Office Suite: Word, Excel, PowerPoint, SharePoint

Fast Learner Adaptable Detail-Oriented

Professional Experience

Lead Dispatcher

Waste Connections 2018 – 2024

Manage a team of 6 dispatchers, overseeing day-to-day route coordination and monitoring for optimal service delivery.

Track GPS systems and report on route performance to ensure timely service and efficient fleet use.

Implement re-routing strategies to optimize driver productivity and minimize delays.

Maintain clear communication with drivers, vendors, and customers, ensuring service issues are swiftly addressed.

Lead metrics-driven performance reviews, providing coaching and feedback to improve dispatch operations.

Manage incident resolution and escalate complex issues to senior leadership as needed.

Dispatcher

Waste Pro Inc. 2015 – 2018

Coordinated live dispatch operations, tracking routes and adjusting schedules as needed to meet customer demand.

Managed the reconciliation of landfill invoices, ensuring accurate billing and reporting of overage discrepancies.

Created and maintained detailed spreadsheets to track driver incentives, ensuring drivers were rewarded for high productivity.

Monitored and analyzed route efficiency to provide actionable feedback to improve team performance.

Customer Service Lead

Waste Management Inc. 2009 – 2014

Led a team of customer service representatives, providing mentorship, quality monitoring, and corrective coaching to ensure excellent service delivery.

Managed and resolved escalated customer issues, maintaining a focus on customer satisfaction and retention.

Conducted training sessions for new hires and ongoing development for existing staff.

Generated reports on team performance, identifying areas for improvement and implementing targeted training initiatives.

Customer Service Agent

Waste Management Inc. 2007 – 2009

Responded to over 80 customer calls daily, addressing inquiries related to billing, services, and account management.

Assisted customers with troubleshooting, resolving issues, and retaining customers through effective solutions.

Processed credits and refunds, ensuring accurate transactions and customer satisfaction.

Supported the company’s online presence by assisting customers with navigating the website and completing transactions.

Customer Service Lead

Jolly Jack Enterprises 1999 – 2006

Led a team of 40+ customer service agents, providing training, feedback, and performance reviews.

Investigated and resolved customer complaints, ensuring prompt resolution of order issues.

Managed customer communications across multiple channels: phone, email, text, and letter.

Analyzed customer feedback and worked closely with management to improve service processes.

Issued refunds and credits as needed, ensuring accurate record-keeping.

Education

Associate of Science in Criminal Studies

Keiser University 2008

High School Diploma

Miami Lakes Technical] 2000

Technical Skills

Software Proficiency: MS Office Suite (Word, Excel, PowerPoint, SharePoint), Google Suite, CRM systems, Dispatching Software, LYTX, Third eye, CX one Platform.

Typing Speed: 50+ WPM

Languages: Fluent in both English and Spanish

References

Available upon request.

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