Regional Planner Manager, USA.

• Mar 2022 - Present

U.S. Sales & Dispatch Coordinator

• Sep 2015 - Present

Dispatcher term position

• Apr 2015 - Sep 2015

I did my practicum from school and then did a term position until September of 2015 I did my practicum from school and then did a term position until September of 2015

Business Student

• Sep 2013 - Jun 2015

Business Management 2 year course Business Management 2 year course

Traffic Coordinator

• Mar 2011 - Oct 2012

• Operating computer-aided communications and dispatching equipment. • Inputting orders into TruckMate, a web-based application used by the company. • Effectively acting as a liaison between customers and drivers. • Booking loads/orders with customers and calculating rates that work for both the customer and the company. • Effectively managing a fleet of thirty professional drivers including hours of service, time off requests, and ensuring they reach their maximum amount of driving hours. • Scheduling assignments and coordinating the activity of vehicle operators, crews and equipment. • Keeping track of shipments, following up on issues with work orders and efficiently dealing with emergency situations that arise with drivers, loads and equipment. • Assisting payroll. • Knowledge of highway trucking and associated rules and regulations. • Effectively prioritize duties in a very fast paced environment. • Work efficiently under very high levels of stress. • Constant critical thinking and decision making. • Clear and precise communication with customers and drivers. • Extreme attention to detail.

Quality Assessor

• Nov 2010 - Mar 2011

• Providing performance-based compliance and overall customer experience monitoring. • Delivering effective feedback to the agents being monitored. • Ensuring agents maximize their potential and deliver quality outbound and inbound services. • Expert knowledge of SamePage, a web-based application used for performance monitoring. • Maximize revenue opportunities by teaching effective sales techniques. • Quickly identifying Agents areas of opportunities and providing active feedback.

Operations Supervisor

• Nov 2005 - Nov 2010

• Ensuring that the proper resources are allocated to handle customer calls in a timely fashion. • Ensuring call flow and systems are operating properly throughout the day. • Monitoring agents and keeping them on task. • Delegating tasks to all agents. • Assisting the team leads with certain issues that may arise concerning scheduling and/or prioritizing tasks. • Assisting in creating customer care schedules. • Creating documentation for agents containing policies and procedures. • Supervising as many as one hundred and fifty agents at a time. • Maintaining all functionality of our ACD machine and Aliant System. • Recording and activating alerts for our customers during outages and high call volume times. • First point of contact for investigation and notification of any issues affecting our customers. • First point of contact for investigation and notification of any issues affecting our internal network. • Provide expert advice for all technical, financial, or systems issues. • Effectively train various employees on various positions/duties within the call center. • Assisting with the hiring of, and the dismissal of employees.