Experience Dispatcher and Administrative Coordinator
Resume:
Senita Harrison **** Terence Drive
Clinton, Maryland 20735
*********@*****.***
EXPERIENCE
All Pro Services Inc, 1215 Ritchie Road, Capital Heights, MD— Dispatcher / Administrative Coordinator
November 2025- PRESENT
•Coordinated and dispatched drivers daily, ensuring timely pickup and delivery of equipment and services
•Monitored technician/driver routes and company vehicles in real-time, improving efficiency and accountability
•Utilized GPS systems (Google Maps) to optimize routes, adjust for traffic, and support drivers in the field
•Scheduled and prioritized service calls and deliveries, aligning with operational demands and customer expectations
•Maintained clear communication with drivers, technicians, and customers to ensure smooth workflow
•Delivered exceptional customer service, resolving issues and responding to inquiries professionally
•Processed invoices and verified pricing, ensuring billing accuracy
•Supported payroll functions, including time tracking and administrative reporting
•Maintained organized records and scheduling systems, supporting operational and compliance needs
•Managed office inventory and ordered supplies, ensuring uninterrupted daily operations
M V Transportation, 4100 Garden City Drive, Greenbelt Md — Dispatcher Specialist
October 2024 - November 2025
• Managed high-volume inbound customer and driver communications via phone, email, and radio, resolving 100+ daily inquiries with a strong focus on first-call resolution.
•Coordinated real-time dispatch operations, monitoring driver activity, trip SKILLS
•Dispatch Coordination &
Route Management
•Real-Time GPS Tracking
(Google Maps, Routing
Systems)
•Scheduling & Logistics
Planning
•Customer Service &
Conflict Resolution
•Strong Communication
(Drivers, Technicians,
Customers)
•Time Management &
Multitasking
•Problem-Solving in
Fast-Paced Environments
•Data Entry &
Administrative Support
•Invoice Processing &
Billing Accuracy
•Payroll Support & Time
Tracking
•Recordkeeping &
Documentation
•Microsoft Office (Word,
Excel, Outlook)
•Office Operations &
status, and service performance to ensure on-time pickups and drop-offs.
•Prioritized and escalated urgent service disruptions, no-shows, and rider issues, ensuring timely resolution and minimal service impact.
•Utilized CRM and dispatch systems to accurately document interactions, service updates, and operational data for reporting and compliance.
•Collaborated with cross-functional teams to resolve complex service issues, contributing to a 95% resolution rate.
•Monitored fleet availability, including Out-of-Service (OOS) vehicles and breakdowns, and adjusted dispatch plans to maintain service continuity.
•Assisted drivers with pull-out and pull-in procedures, ensuring adherence to operational schedules and safety protocols.
•Supported trip coordination processes, including communication with third-party providers and internal teams to ensure seamless service delivery.
•Investigated and resolved rider concerns such as lost items and service complaints, maintaining a high level of customer satisfaction.
•Trained and supported new team members on dispatch procedures, systems, and service expectations.
•Maintained accurate records and reports to support operational efficiency, performance tracking, and compliance standards
•24/7 Facilities Dispatch Operations
•Emergency / Urgent / Routine Work Order Prioritization
•Life-Safety & Critical Incident Escalation
•CMMS Work Order Management & Documentation
•Real-Time Service Request Coordination
•Hospital & Facilities Communication Protocols
•Multi-Channel Work Request Intake (Phone, Email, Walk-Up, System Entry)
•SLA / KPI Response Time Compliance
•On-Call & After-Hours Dispatch Coordination
•Workforce Scheduling & Shift Coverage Support
•High-Volume Call Center Operations
•Data Entry Accuracy & Audit-Ready Documentation
•Incident Tracking, Reporting & Escalation Logs
•Customer Service in Healthcare / Facilities Environments EDUCATION
Inventory Management
•Attention to Detail &
Organization
AWARDS
● Customer Service
Excellence Recognition –
Acknowledged for
maintaining high
customer satisfaction and
resolving 100+ daily
inquiries efficiently.
● Top Performer – Dispatch
Operations – Recognized
for consistently meeting
performance metrics,
including response time
and service resolution
rates.
● Reliability & Attendance
Award – Commended for
consistent punctuality,
dependability, and
support of uninterrupted
operations.
● Operational Excellence
Recognition – Awarded
for maintaining accurate
records, efficient dispatch
coordination, and
adherence to company
standards.
● Outstanding
Communication Award –
Recognized for clear,
effective communication
with drivers, riders, and
internal teams during
high-pressure situations.
Ballou Senior High School, Washington DC — Highschool Diploma
August 1989- June 1990
PROJECTS
Customer Experience Enhancement Project
● Identified common customer concerns and
implemented solutions to improve service satisfaction.
● Strengthened communication processes, leading to faster resolution of rider issues and complaints.
● Contributed to maintaining a high customer satisfaction and resolution rate
Incident Response & Escalation Coordination
● Supported handling of service disruptions, including no-shows, delays, and breakdowns.
● Coordinated communication between drivers, riders, and leadership during high-priority incidents.
● Ensured timely escalation and resolution of critical operational issues.
● Training & Mentorship
Recognition –
Acknowledged for
successfully onboarding
and supporting new hires
in dispatch procedures
and systems.
LANGUAGES
English
Simple Text
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