Billie Cook
Minneapolis
Summary
Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
Overview
13
13
years of professional experience
Work History
Dispatcher
Hobart Service
01.2023 - Current
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Maintained updated and detailed records of calls in physical and electronic database.
- Analyzed customer feedback and provided solutions to improve customer service.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Received new orders, prepared documentation, and assigned personnel.
- Answered phone calls and responded to customer emails.
- Communicated with customers to provide delivery updates and resolution.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Customer Service Representative
Sun Country Airlines
07.2022 - 03.2023
- Interpreted flight schedules and airline flight destination information using electronic tools.
- Safeguarded cargo, baggage and mail from weather incidents, damage and loss.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Observed safety and privacy procedures in handling passengers' property.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Fleet Manager
AFC Transport
09.2022 - 12.2022
- Proactively identified and solved complex problems that impacted management and business direction.
- Supervised maintenance team and effectively delegated assignments to optimize processes.
- Provided all drivers with pertinent safety materials regarding rules and regulations.
- Oversaw freight preparation to keep regulations and client requirements satisfied.
Dispatcher
Tennant Company
05.2017 - 08.2022
- Planning and scheduling routes for technicians
- Calling each customer to schedule or advise eta’s
- Providing support to customers about open or closed orders
- Answering and assisting emergency calls from escalated customers
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed dispatching, routing and tracking of 15 fleet vehicles.
- Evaluated and adjusted over 15 routes based on daily needs, available workers, traffic hazards and weather conditions.
- Closely monitored dispatch board to triage and prioritize over 50 daily calls.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Responded to over 50 daily caller requests with information about assistance and timeframes.
Transportation Dispatcher
Travelliance, Hopkins
03.2015 - 04.2017
- Completing railroad transportation orders
- Contacting train masters for trip information on problem with a trip
- Relaying information about trips to other dispatchers
- Maintained updated and detailed records of calls in physical and electronic database.
- Implemented technicians' notes into computer system during and after each service call.
- Created delivery routes and optimized plans for traffic, road conditions and other factors.
Administrative/Mailroom
Ricoh, Bloomington
09.2013 - 03.2015
- Machine insert large numbers of mail into envelopes so they could be properly mailed out on behalf of Ricoh for different companies.
- Maintained mailroom supply inventories, purchase orders and vendor supplies.
- Operated postage meters, mail sealers and labeling machines.
- Weighed letters and packages and calculated costs based on classification, weight and destination.
- Collaborated with team members to achieve target results.
Mailing Administrative
APAC-NCO Group, Mendota Heights
08.2011 - 09.2013
- Handled internal employee concerns regarding compensation, benefits, and company policies
- Managed databases;
- Assisted agents, also made sure applications were filled out correctly
- Mailed out application to customers on behalf of the company
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Collected premiums on or before effective date of coverage.
Education
Diploma -
Burnsville High School
Burnsville, MN2010
Skills
- Administration/ Management Skills
- Excellent Communication Skills (verbal/ written)
- Training/ Mentoring
- Decision Making/ Problem Solving Skills
- Organizing/ Prioritizing
- Guiding/ Directing/ Motivating
- Service Coordination
- Service Planning
- Routing Orders
- Maintaining call metrics
- Dispatching field personnel
- Customer Relations
Timeline
Dispatcher
Hobart Service
01.2023 - Current
Fleet Manager
AFC Transport
09.2022 - 12.2022
Customer Service Representative
Sun Country Airlines
07.2022 - 03.2023
Dispatcher
Tennant Company
05.2017 - 08.2022
Transportation Dispatcher
Travelliance, Hopkins
03.2015 - 04.2017
Administrative/Mailroom
Ricoh, Bloomington
09.2013 - 03.2015
Mailing Administrative
APAC-NCO Group, Mendota Heights
08.2011 - 09.2013
Diploma -
Burnsville High School
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