Remote Customer Service & Dispatch Specialist

DORCUS M.Z. LUKASHI

McKinney, TX • 214-***-**** • *******@*****.***

PROFESSIONAL SUMMARY

Dynamic customer service and operations leader with 9+ years of experience delivering exceptional service in high-volume healthcare, dispatch, and hospitality environments. Proven track record managing complex communications, resolving escalated issues, and driving customer satisfaction. Adept at juggling competing priorities with professionalism and composure — whether directing a care team, coordinating dispatch for a fleet, or turning a dissatisfied customer into a loyal one. Bilingual (English/Spanish) with strong documentation, scheduling, and CRM skills.

CORE COMPETENCIES

Customer Experience &

Satisfaction

Escalation Resolution & De-

escalation

CRM & Dispatch Software

Inbound/Outbound Call Center

Operations

Appointment & Schedule

Coordination

EMR & Medical Documentation

Patient Admissions & Intake Team Leadership & Staff Training Billing & Coding

Care Coordination & Follow-

Through

Regulatory & Compliance

Standards

Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Customer Service Representative / Dispatcher 2023 – Present United Road Towing Plano, TX

– Handle 100+ daily inbound/outbound calls on towing, roadside assistance, and vehicle transport — consistently praised for calm, efficient service under pressure.

– Coordinate real-time dispatch operations: assign drivers, monitor response times, and proactively update customers on ETAs to reduce call-backs and complaints.

– Resolve escalated customer concerns with empathy and speed, turning frustration into satisfaction through clear communication and follow-through.

– Collaborate with drivers, insurance carriers, and vendors to ensure timely, accurate service delivery while maintaining detailed records in dispatch and CRM platforms. General Manager 2022 – Present

Nest Café Frisco, TX

– Lead all front-of-house and back-of-house operations — scheduling, inventory, hiring, training, and quality control

— for a busy café environment.

– Built and coached a service-first team culture, reducing customer complaints by setting clear expectations and empowering staff to own resolutions.

– Managed vendor relationships and implemented ordering processes that cut waste and ensured product availability. Director of Operations / Care Management July 2019 – 2021 FirstLight Home Care Richardson, TX

– Directed day-to-day home care operations: client intake, care coordination, staff scheduling, and compliance documentation for a multi-caregiver organization.

– Served as primary point of contact for clients and families — resolved concerns promptly and maintained high satisfaction scores through consistent follow-up.

– Recruited, onboarded, and developed care staff; maintained full compliance with regulatory documentation and quality assurance requirements.

Community Manager September 2017 – July 2019

Avalon Memory Care McKinney, TX

– Launched and managed daily operations for a startup memory care community — overseeing admissions, resident communications, staffing, and census goals.

– Built strong, trust-based relationships with residents, families, healthcare providers, and community partners, earning recognition for compassionate service.

– Ensured full regulatory compliance while mentoring staff and cultivating a supportive, resident-first culture. EDUCATION

Bachelor of Science in Nursing

Collin College – Plano, TX

Coursework Completed / In Progress

Master's Studies – Child Development &

Psychology

Coursework Completed

CERTIFICATIONS & SKILLS

– CPR Certified

– Phlebotomy

– Billing & Coding

Technical Skills:

Microsoft Office Suite • EMR Systems • Dispatch &

Scheduling Software • CRM Platforms

Bilingual: English & Spanish • References available upon request

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