Kathy Johnson
Paragould,AR
Summary
Adept at navigating high-stress environments, significantly enhancing departmental efficiency at Affordable Diesel Repair through meticulous dispatch recordkeeping and exceptional customer service. Background also includes developing strong client relationships at Sykes USA, showcasing verbal communication and active listening skills. Proven to elevate team performance and customer satisfaction, to bring a blend of hard and soft skills critical for dynamic business environments.
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
11
11
years of professional experience
Work History
Dispatcher
Affordable Diesel Repair
10.2020 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with 20 - 30 mechanics to coordinate timely ETA's.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during hot loads needing repair.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Generated reports to track service calls, maintain proper records and documentation.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Processed invoices and payments for dispatched service calls to provide proof of transaction.
- Facilitated smooth transitions between shifts by properly documenting ongoing service calls, return calls, downtimes and service truck breakdowns.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Maintained accurate records of all 8+ dispatch calls, ensuring accountability and enabling thorough reviews.
- Maintained high levels of confidentiality and discretion with sensitive information.
- Answered 50+ phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals and provide real time updates.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
Auto Insurance Agent
Sykes USA
11.2020 - 05.2021
- Developed strong relationships with clients, fostering trust and loyalty while promoting Liberty Mutual.
- Generated quotes for individual needs.
- Collected premiums on or before effective date of coverage and added/deleted vehicles/drivers on policies.
- Ensured 150+ call center calls were answered in time allotted.
- Addressed issues by escalating calls to the right department.
Morning Prep Cook
McAllister's Deli
08.2019 - 03.2020
- Maintained a clean and sanitary workspace, adhering to strict food safety guidelines and regulations.
- Supported inventory management efforts through accurate tracking of ingredient usage and maintaining appropriate stock levels.
- Reduced food waste by properly storing 15 prepped items and rotating stock according to freshness.
- Washed vegetables and cut meat in advance to save time on food preparation.
- Preserved freshness of food by storing food in designated containers and storage areas within freezer or refrigerator.
- Operated dishwasher and manually washed dishes to clean all chinaware, silverware, and cooking utensils.
- Restocked inventory and ingredient items to maintain optimal kitchen efficiency.
- Measured, weighed, and mixed appropriate ingredients according to recipe directions.
Assistant Manager
Drury Restaurants
12.2013 - 04.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored 25 staff members in their professional development by offering guidance/support in their assigned roles.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Generated repeat business through exceptional customer service.
- Assisted in interviewing and onboarding of new employees to maintain adequate staffing levels.
Education
Associate of Arts - Bussiness/Accounting
Three Rivers College
Poplar Bluff, MO01.1989
Skills
- Customer service
- Attention to details
- Verbal and written communication
- Multitasking
- Paperwork processing
- Dispatch recordkeeping
- Microsoft office
- Organizational skills
- Active listening
Detail Diva Award
I was honored with this award for my exceptional skill in spotting the details, during my time at Kids Kuntry Learning Center. Everything has it's place.
Timeline
Auto Insurance Agent
Sykes USA
11.2020 - 05.2021
Dispatcher
Affordable Diesel Repair
10.2020 - Current
Morning Prep Cook
McAllister's Deli
08.2019 - 03.2020
Assistant Manager
Drury Restaurants
12.2013 - 04.2019
Associate of Arts - Bussiness/Accounting
Three Rivers College
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