Customer Service Management System

Dawn Scott

**** ***** ********, *******, ** *****, PH 708-***-****

Experience

Service Planner / Customer Service

Arrowstream Logistics, Chicago IL

April 12 – Present

• Updates and maintains load status in a proprietary online management system.

• Tracks and traces load pickup and deliveries, addresses any additional issues (truck breakdowns, accidents, missing POs, etc.) and provides updates to the appropriate contacts

• Schedules pickup/delivery appointments.

• Document OS&D incidents for processing

• Verify and document detention request

Rail Traffic Controller/Dispatcher

Canadian National Rail Road, Homewood IL

June 2005 – January 2010

• Dispatch freight and passenger trains from Chicago to the Gulf Port

• Ensure compliance with all railroad rules, procedures, and regulations for safety, operations and the Federal Railroad Administration (FRA)

• Direct and coordinate railroad traffic, issue permits and authorities, monitor all rail movements and maintain computerized records of all activities

• Maintain familiarity with scheduled trains, destinations, times of arrivals and departures

• Communicate with personnel on weather or any environmental conditions affecting train movement

• Coordinate movement of trains according to operating plan and customer needs

• Remotely control track switches and traffic signals and apply and remove blocking devices

• Coordinate track usage with Engineering Department personnel

Dispatch Supervisor

Prince Telecommunications, Chicago IL

September 2004 - June 2005

• Plan and route daily workload , organize and readjust work schedules

• Monitor and communicate daily productivity of Field Staff to ensure on-time guarantee of all products

• Verify and resolve customer and vendor issues regarding product installations and servicing

• Coach and train Field Staff on new and upgraded vendor products and services•

Field Operations Support

Comcast Cable, Chicago IL

November 1998 - June 2004

• Route Daily workload for In-house and Subcontractor Field Staff

• Identify and resolve customer, carrier and vendor issues regarding daily transactional items

• Ensure high level of client/customer satisfaction, client relations & quality standard

• Establishes and maintains positive working relationships with local customers and vendors

Education International Academy of Design and Technology, Chicago, IL

1997 - 2000

A.A.S Graphic Design

References References are available on request.

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