Customer Support & Dispatch Operations Specialist

DAPHNEE LACROIX

Smyrna, DE 267-***-**** **********@*****.***

Target Roles: Customer Support Transportation Coordinator Dispatcher Administrative Assistant PROFESSIONAL SUMMARY

Dedicated and experienced customer service and transportation support professional with 10+ years of experience in fast-paced, highly regulated industries including aviation, rail, and financial services. Strong background in ticketing, dispatch coordination, data entry, conflict resolution, and multi-platform communication. Adaptable, detail-oriented, and known for providing outstanding service in high-pressure environments. Now seeking to re-enter the workforce in a customer-facing, dispatch, or operations support capacity-remote or on-site. KEY SKILLS

-Customer Support & Call HandlingDispatch & Route Coordination

-Data Entry & Document Management

-Conflict Resolution & Crisis De-escalation

-Airline & Rail Ticketing Systems (Sabre, Amtrak Systems)

-Microsoft Office Suite & Google Workspace

-Communication & Interpersonal Skills

-Time Management & Multi-tasking

-Remote Work Tools (Zoom, Slack, CRM exposure)

PROFESSIONAL EXPERIENCE

Casella Waste Systems- Customer Service Representative July 2025 - Present

-Customer support Center: handle high-volume inbound calls, emails, and chats efficiently to resolve inquiries, complaints and service requests.

-Service knowledge, provide accurate information on service offerings, containers size and recycling guidelines

-Sales generating, identify customer needs, make sales recommendations for service and up-sell for their needs

-Utilize CRM systems, Kubra, Microsoft Office, Paymentus, Webex, software, and database to log interactions, manage accounts and process billing.

-Strive to meet or exceed call center metrics and performance standards Cato Bank (Remote) - Customer Service Team Lead Sept 2022 - May 2025

-Led and coached a team of 8+ customer service agents in a digital banking environment, ensuring adherence service quality standards and KPIs.

-Responded to escalated customer issues regarding account access, mobile app issues, and transaction disputes.

-Maintained internal documentation and resolved complaints with empathy and compliance awareness.

-Trained new agents on service protocols and de-escalation techniques. Varo Bank (Remote) - Customer Service Team Lead Sept 2022 - May 2025

-Managed customer inquiries across digital channels, including account setup, mobile banking issues, and direct deposit inquiries.

-Supported customer outreach during outages, system upgrades, and compliance escalations. - Assisted with shift scheduling and internal reporting using Excel and Zendesk. Amtrak - Philadelphia, PA - Customer Service Representative Sept 2017 - 2022

-Provided in-person and phone-based assistance to passengers for ticketing, scheduling, and general inquiries.

-Resolved complaints and travel disruptions during inclement weather and rail delays. - Familiar with Amtrak scheduling, reservation systems, and safety protocols.

-Assisted ADA and elderly passengers with travel accommodations. American Airlines - Philadelphia International Airport - Ticketing & Customer Service Agent May 2015 - 2022

-Handled boarding, check-ins, and reservation changes for domestic and international flights.

-Resolved booking and baggage issues under pressure while maintaining a calm and helpful demeanor.

-Supported gate operations, flight changes, and irregular operations.

-Operated Sabre ticketing system and ensured FAA compliance on all customer documentation. World Courier Ground - Ft. Lauderdale, FL - Dispatcher & Admin Support 2010-2015

-Scheduled daily delivery routes for 10+ drivers across South Florida.

-Maintained records of delivery logs, client requests, and compliance reports.

-Communicated with clients and partners to ensure timely delivery of sensitive materials, including medical samples.

EDUCATION

Gwynedd Mercy University - Bachelor of Science in Business Administration Graduated May 2016

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