Operations & Dispatch Manager with 7+ Years Experience

HEATHER RIGGS

Midwest City, OK ***** 572-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Results-driven administrative professional with 7+ years of experience in dispatch operations, office management, and team leadership. Proven ability to manage high-volume communications, maintain accurate records, coordinate staff, and implement systems that improve efficiency and customer satisfaction. Proficient in Microsoft Office Suite, Google Workspace, and multiple collaboration and scheduling platforms. Known for exceptional organization, problem-solving, and the ability to thrive in fast-paced environments.

WORK EXPERIENCE

Dispatch Manager — Garrett's Towing & Recovery Oklahoma City, OK

June 2024 – Present

•Managed carrier relationships and negotiated favorable rates, reducing operational costs

•Streamlined communication between drivers, customers, and internal teams, improving response times and customer satisfaction

•Developed and delivered comprehensive training programs for dispatchers covering route planning, customer service, and problem-solving

•Implemented safety protocols and conducted regular driver compliance training in accordance with DOT regulations

•Maintained detailed records of dispatched orders, tracking data, proof of delivery, and customer feedback

•Deployed a real-time monitoring system providing full visibility into delivery status across all active orders

Dispatcher — AAAA Wrecker Oklahoma City, OK

October 2023 – March 2024

•Coordinated dispatch for multiple trucks responding to emergency service calls

•Managed front desk operations and provided high-quality customer service

•Handled office management duties including scheduling, filing, and data entry

•Supported sales functions and assisted with vendor and client communications

Dispatcher — Arrow Wrecker Service Oklahoma City, OK

June 2017 – October 2023

•Dispatched 20+ wreckers for a high-volume, fast-paced emergency towing company

•Maintained strict time management to ensure rapid response to roadside emergencies

•Coordinated radio communications and managed driver schedules and route assignments

•Upheld company standards for emergency response efficiency and customer satisfaction

TECHNICAL SKILLS

Microsoft Office Suite: Word (document creation, formatting, mail merge), Excel (data entry, formulas, pivot tables), Outlook (email management, calendar scheduling), PowerPoint (presentations)

Google Workspace: Google Docs, Sheets, Slides, Calendar, Drive, Gmail

Communication & Collaboration: Zoom, Microsoft Teams, Slack, video conferencing setup & management

Scheduling & Calendar Management: Outlook Calendar, Google Calendar, Calendly

Document & File Management: Adobe Acrobat (PDF handling, e-signatures), DocuSign, OneDrive, Dropbox, Google Drive, cloud storage management

Finance & Expense Tools: QuickBooks (basic), expense tracking, accounts payable, budgeting, payroll

Database & Records: Data entry, CRM systems, database management, inventory control, record keeping

Dispatch & Operations: GPS/dispatch software, fleet management (21–30 vehicles), DOT compliance, radio communication systems, transportation management systems

CORE COMPETENCIES

Office Management • Staff Training & Development • Team Leadership • Customer Service • Conflict Resolution • Multi-line Phone Systems • Scheduling & Coordination • Data Entry & Reporting • Problem-Solving • Attention to Detail • Organizational Skills • Adaptability

EDUCATION

High School Diploma — Choctaw High School, Choctaw, OK Graduated 2002

CERTIFICATIONS & LICENSES

Valid Driver's License – State of Oklahoma

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