Chelsea C Millard
Cherryville
Summary
Results-driven Lead Dispatcher delivering exceptional customer service and team performance through effective coaching and attention to detail. Adept at managing high-volume call operations and ensuring compliance with service standards.
Overview
8
8
years of professional experience
Work History
Lead Dispatcher
Cox Fleet
Cherryville, NC
02.2018 - Current
- Supervise daily dispatch floor operations to ensure calls are answered promptly and service levels are consistently met.
- Provide peer coaching and real-time feedback to reduce errors and improve overall team performance and accuracy.
- Handle high-volume inbound calls, ensuring all customer intake information is complete, accurate, and properly documented.
- Monitor and follow-up on active calls to ensure compliance with company procedures and service standards.
- Manage and maintain the dedicated call list, ensuring required follow-ups occur every 90 minutes without exception.
- Serve as a subject matter resource for team members, answering procedural questions and guiding proper call handling.
- Proactively identify process improvement opportunities and implement creative solutions to enhance efficiency and customer satisfation.
Education
High School Diploma -
Cherryville High School
Cherryville06-2010
Skills
- Quick decision making
- Prioritizing calls
- Motivational skills
- Data entry
- Delegating work
- Policy enforcement
- Maintaining call metrics
- Closing tickets
- Training new hires
- Strong leadership
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Team collaboration
- Active listening
- Verbal and written communication
- Dispatching procedures
- Decision-making
- Map reading
- Workflow prioritization
- Call handling
- Critical thinker
- Microsoft proficiency
- Teamwork
Timeline
Lead Dispatcher
Cox Fleet
02.2018 - Current
High School Diploma -
Cherryville High School
Excellence Award Nominee 2024
I was nominated for the Excellence Award in 2024 by my supervisor for showing outstanding performance and growth