Summary
Overview
Work History
Education
Skills
Timeline
Excellence Award Nominee 2024
Generic

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
Cherryville
06-2010

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

Chelsea C Millard