Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ricky Linkous

Lawrence,KS

Summary

Professional training specialist equipped with strong background in developing and delivering impactful training solutions. Known for enhancing team performance through innovative instructional techniques and fostering collaborative learning environment. Reliable and adaptable, with focus on achieving measurable results.

Overview

28
28
years of professional experience

Work History

Customer Service Representative

Maximus
09.2018 - Current
  • Resolved disputes and conflicts efficiently
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
  • Responded to customer requests for products, services, and company information
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Investigated and resolved accounting, service and delivery concerns.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Implemented and developed customer service training processes.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Responded to customer requests for products, services, and company information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Created and maintained detailed database to develop promotional sales.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Sought ways to improve processes and services provided.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Maintained up-to-date knowledge of product and service changes.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Managed timely and effective replacement of damaged or missing products.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Delivered prompt service to prioritize customer needs.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Cross-trained and backed up other customer service managers.
  • Trained new personnel regarding company operations, policies and services.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Trained staff on operating procedures and company services.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Stocker

Dillions
01.2013 - 01.2019
  • Unloaded, sorted and stocked merchandise according to store layout and product placement
  • Answered customer questions and provided detailed product information
  • Performed inventory control, such as counting, and stocking merchandise
  • Greeted customers and directed to requested products
  • Maintained strong communication with supervisors regarding stock levels, upcoming promotions, and potential display changes.
  • Demonstrated flexibility in adapting to different store sections as needed, supporting a cohesive stocking team environment across departments.
  • Contributed to store cleanliness, ensuring aisles were free from clutter and hazards for shopper safety.
  • Oversaw warehouse staff and maintained efficiency in fast-paced environment.
  • Maintained tidy and clean work areas to promote optimal productivity and safety standards.
  • Identified and tracked slow-moving inventory, recommended promotions and determined optimal replacements.
  • Supervised inventory cycle counting processes, accounting and surplus records, product damages and product returns.
  • Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines.
  • Assisted customers with special requests, enhancing their shopping experience at the store.
  • Updated manuals to reflect amending of rates, rules or regulations.
  • Tracked production and quality control systems to proactively identify deficiencies.
  • Facilitated smoother store openings by stocking necessary products before each shift.
  • Enhanced inventory accuracy by diligently organizing and maintaining stockroom shelves.
  • Managed timely and effective replacement of damaged or missing products.
  • Noted unsafe components inside packages and discussed concerns with supervisors.
  • Provided backup support to cashiers during peak hours, resulting in shorter wait times for customers.
  • Maintained effective team member communication.
  • Reviewed order slips, picked products and staged merchandize to be shipped.
  • Coordinated efficient organization, palletizing and transportation of completed packages.
  • Collaborated with stock manager to effectively cut down on defective items in storage and in shipments.
  • Stocked shelves to match planogram images and instructions.
  • Greeted store customers and discussed needs.
  • Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
  • Greeted customers and directed to requested products.
  • Planned and scheduled projects and directly performed installations.
  • Updated merchandise pricing to match new values and special promotional rates.
  • Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.
  • Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
  • Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
  • Received new stock and input values into computer system.
  • Pre-assembled containers to be easily selected by packing associates.
  • Interacted with guests in friendly and knowledgeable way.
  • Disposed of damaged or defective items or coordinated returns to vendors for covered items.
  • Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
  • Stocked designated items on shelves, end caps and displays.
  • Maintained store assets with effective loss prevention strategies.
  • Improved customer satisfaction by promptly locating items and providing product information.
  • Marked stock with identification tags and labels to outline information such as storage locations.
  • Safely and securely loaded items to prevent damage during transport.
  • Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
  • Checked product levels and recommended new purchases.
  • Developed plan-o-grams and layouts that maximized sales.
  • Moved merchandise using forklifts, pallet jacks and hand trucks.
  • Reported and analyzed inventory data to help management strategically improve pricing and marketing strategies.
  • Stocked warehouse efficiently by comparing item numbers with storage locations.
  • Partnered with merchandising team to create and implement profitable pricing strategies.
  • Optimized workspace organization within the stockroom, making it easier for colleagues to locate items quickly.
  • Located needed merchandise in inventory using [Type] software and placed on skids for transport to shelves.
  • Prepared and checked outbound shipments for accuracy.
  • Delivered store policy information to patrons at checkout, reducing customer service complaints and calls.
  • Kept work areas neat, clean and free from debris.
  • Introduced new scheduling system to improve tracking of actual plant capacity, automating data entry process.
  • Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
  • Assisted in conducting accurate physical inventory counts, resulting in improved stock management.
  • Updated pricing by changing labels and signage for short-term promotions and final clearances.
  • Monitored tasks and staff assignments to deliver projects under-budget and on-time.
  • Streamlined restocking processes by consolidating backstock and removing damaged or expired items.
  • Ensured proper rotation of perishable goods to maintain freshness and comply with health regulations.
  • Filled shortages in available goods by requisitioning merchandise from suppliers based on space, demand and current pricing.
  • Reduced out-of-stock situations with regular monitoring of product levels on sales floor.
  • Performed inventory control, such as counting, and stocking merchandise.
  • Conducted interviews by following stringent guidelines and confidentiality laws.
  • Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions.
  • Moved cardboard, plastic ties, and other debris from unboxing to trash.
  • Worked with customers to pack items according to specific desires and requirements.
  • Supervised and trained new staff in performing census.
  • Unloaded, sorted and stocked merchandise according to store layout and product placement.
  • Created and enforced detailed organization processes to increase quality and service standards.
  • Orchestrated effective materials management with strong stock rotation strategies, new order placements and shipping inspections.
  • Picked and packed order items.
  • Compiled reports of cost factors such as labor, production and equipment.
  • Followed orders precisely for correct items, sizes and quantities.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Collaborated with team members to complete stocking tasks during peak business hours, maintaining a well-stocked sales floor.
  • Labeled products, rotated stock and fronted merchandise for appealing display.
  • Answered customer questions and provided detailed product information.
  • Completed inventory accounts to keep records current and promote accurate ordering.
  • Transported merchandise pallets to move in warehouse.
  • Kept warehouse areas free of debris and safe for employees with proper storage and maintenance of machinery, tools and supplies.
  • Moved pallets to and from trucks and around warehouse with forklifts to stay on top of demanding schedules.
  • Recorded daily activities for inventory control.
  • Monitored raw material costs and fluctuations, sourced new suppliers and identified favorable opportunities.
  • Tracked accumulated hours and dollar amounts charged to each client job to calculate client fees for professional services such as legal or accounting services.
  • Aided in training new team members on best practices for stocking procedures and inventory management systems.
  • Collected, analyzed and modeled sales trends and customer preferences data to inform inventory development decisions.
  • Reviewed printed tickets or digital orders to get item numbers and merchandise locations.
  • Completed end-of-day tasks such as returning misplaced items to their correct locations, contributing to an organized sales floor for the next day''s business.
  • Monitored packaging supply inventory and proactively requisitioned materials to avoid shortages.

Manager

Golden Corral Buffet and Grill
04.2008 - 01.2013
  • Managed and motivated employees to be productive and engaged in work
  • Accomplished multiple tasks within established timeframes
  • Maintained professional, organized, and safe environment for employees and patrons
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
  • Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Increased market share with strategic business development efforts, expanding into untapped markets.
  • Organized professional development programs for staff, leading to improved performance and skill sets.
  • Managed and motivated employees to be productive and engaged in work.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
  • Improved marketing to attract new customers and promote business.
  • Launched quality assurance practices for each phase of development
  • Controlled costs to keep business operating within budget and increase profits.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Streamlined project delivery processes, significantly reducing time to market for new product launches.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Developed detailed plans based on broad guidance and direction.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Defined clear targets and objectives and communicated to other team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
  • Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
  • Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Improved safety procedures to create safe working conditions for workers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
  • Established team priorities, maintained schedules and monitored performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Cross-trained existing employees to maximize team agility and performance.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.

Trainer

Ryan's Steakhouse
01.2003 - 04.2008
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Used [Software] to design training for [Type] employees and increase company retention and productivity rates [Number]%.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Engaged with subject matter experts to ensure training content accuracy and relevance.
  • Established and maintained quality control standards.
  • Advanced organizational goals through strategic development of training initiatives aligned with company objectives.
  • Improved learning outcomes with application of adult learning principles in all training programs.
  • Collaborated with subject matter experts to create accurate training content.
  • Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
  • Developed lesson plans, instructional materials and written practice tests for [Type] and [Type] training courses.
  • Designed and implemented continuous learning platform, ensuring knowledge retention and skill development.
  • Led cross-functional team to update training curricula, keeping pace with industry changes.
  • Facilitated team-building exercises to foster collaboration between department members.
  • Streamlined onboarding process, reducing new hire ramp-up time.
  • Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring [Number]%.
  • Developed and implemented successful onboarding program.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.
  • Elevated participant engagement by developing interactive training modules.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Implemented gamification techniques in training sessions, boosting learner engagement and participation.
  • Promoted culture of continuous improvement by initiating regular training feedback loops.
  • Boosted training session effectiveness with integration of multimedia tools.
  • Created and oversaw [Type] training programs for operations.
  • Built and maintained professional relationships with vendors and suppliers.
  • Developed job-specific competencies and performance standards.
  • Promoted a culture of continuous learning by advocating for professional development opportunities.
  • Trained and mentored [Number] new personnel hired to fulfill various roles.
  • Revolutionized safety training, significantly reducing workplace accidents.
  • Developed customized training materials for various industries, ensuring relevance to the target audience.
  • Pioneered mentorship program, fostering professional growth and development.
  • Provided coaching and mentoring to employees.
  • Facilitated workshops on advanced communication skills, significantly improving team collaboration.
  • Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
  • Worked with vendors to customize courseware to accommodate business needs.
  • Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
  • Wrote training manuals for [Type] employees and [Type] positions according to strict company guidelines and [Type] protocols.
  • Facilitated virtual, in-person and blended learning sessions.
  • Customized leadership development programs, resulting in marked increase in leadership capabilities across departments.
  • Designed and delivered web-based, self-directed learning materials.
  • Developed comprehensive evaluation system to measure training effectiveness and inform future improvements.
  • Enhanced training accessibility, converting traditional materials into e-learning formats.
  • Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals.
  • Increased employee competency with creation of targeted skill development paths.

Dispatch Supervisor

Yellow Cab Cooperative
01.1997 - 01.2003
  • Supervised team of Number employees and provided training focused on maximizing overall performance
  • Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands
  • Created a positive work environment through open communication channels and fostering teamwork among staff members
  • Streamlined dispatch operations by implementing efficient scheduling and routing strategies
  • Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals
  • Coordinated emergency responses, liaising with first responders and other agencies as required to ensure public safety.
  • Answered phone calls and responded to customer emails.
  • Enhanced team productivity by providing ongoing training and support to dispatch staff.
  • Preserved accurate records of dispatched orders, deliveries and receipts.
  • Analyzed customer feedback and provided solutions to improve customer service.
  • Maintained strong relationships with vendors and contractors to ensure seamless service delivery during peak periods.
  • Evaluated and adjusted over [Number] routes based on daily needs, available workers, traffic hazards, and weather conditions.
  • Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
  • Modernized communications systems to improve productivity, reliability and efficiency.
  • Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
  • Implemented new dispatch software, increasing overall efficiency and accuracy in the department''s operations.
  • Communicated with customers to provide delivery updates and resolution.
  • Directed dispatching, routing, and tracking of [Number] fleet vehicles.
  • Organized regular staff meetings for information sharing purposes, addressing any issues or concerns raised by team members promptly and professionally.
  • Provided customers with information on products and services.
  • Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
  • Monitored and tracked dispatch communication systems.
  • Oversaw vehicle maintenance schedules, coordinating repairs as needed to minimize downtime for fleet vehicles.
  • Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Created a positive work environment through open communication channels and fostering teamwork among staff members.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Managed [Number] dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
  • Maintained meticulous employee records to accurately track attendance and productivity.
  • Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Received new orders, prepared documentation, and assigned personnel.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved.
  • Reduced response times with effective allocation of resources and prioritization of tasks.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Generated reports to track deliveries and maintain proper records and documentation.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
  • Scheduled and organized delivery routes.
  • Managed customer accounts and invoicing.
  • Supervised team of [Number] employees and provided training focused on maximizing overall performance.
  • Recruited highly qualified candidates, conducting interviews and providing onboarding support for new hires in the dispatch department.
  • Conducted regular audits on dispatcher call logs, identifying discrepancies and recommending corrective actions when necessary.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Scheduled deliveries and pickups according to customer needs.
  • Communicated with warehouse staff to facilitate proper loading and unloading of orders.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Ensured compliance with local, state, and federal regulations governing emergency response dispatch activities.
  • Collaborated closely with other departments within the organization to optimize workflow processes across teams.
  • Championed safety protocols within the dispatch department, conducting regular reviews of procedures and ensuring adherence to established guidelines at all times.
  • Utilized customer feedback to improve customer service.
  • Assisted in resolving customer complaints and grievances.
  • Developed comprehensive performance reports for senior management, identifying areas for improvement and growth opportunities.
  • Tracked and monitored vehicle performance and maintenance.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Reviewed standard operating procedures periodically, making recommendations for improvements based on industry best practices.
  • Managed budgetary responsibilities for the dispatch team, carefully monitoring expenses to ensure fiscal goals were achieved without sacrificing operational efficiency or quality of service delivered.

Education

Associate Of Arts - Law

Penn Valley Community College
Kansas City, MO
06.1997

Trade - Welding, CNA, HVAC, Brick Mason

Excelsior Springs Job Corp
Excelsior Springs, MO
06.1997

General Studies -

Heritage High School
Lynchburg, VA
06.1989

Skills

  • Customer Service
  • Claims Training
  • DME Training

Timeline

Customer Service Representative

Maximus
09.2018 - Current

Stocker

Dillions
01.2013 - 01.2019

Manager

Golden Corral Buffet and Grill
04.2008 - 01.2013

Trainer

Ryan's Steakhouse
01.2003 - 04.2008

Dispatch Supervisor

Yellow Cab Cooperative
01.1997 - 01.2003

Trade - Welding, CNA, HVAC, Brick Mason

Excelsior Springs Job Corp

General Studies -

Heritage High School

Associate Of Arts - Law

Penn Valley Community College

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Ricky Linkous