Edwin - Dispatch Coordinator with 5+ years in Fleet and Service Operations

Extensive experience in managing dispatch workflows for large technician teams across various service industries.

Proven ability to oversee and coordinate large teams, ensuring efficient communication and task execution.

Skilled in maintaining high levels of customer satisfaction through effective dispatch and communication strategies.

Proficient in dispatch software, VoIP systems, Google Workspace, and mapping tools to optimize operational workflows.

Coordinate daily schedules for 63 field technicians across tow truck, locksmith, and electrical trades, ensuring efficient intake and assignment of 120+ service calls per day., Manage incoming customer inquiries, prioritizing urgent requests (e.g., vehicle lockouts, emergency electrical repairs) to meet strict response time goals., Utilize proprietary software to track technician locations, monitor job progress, and optimize routes, reducing average response time by 25%., Communicate with clients to provide real-time updates, resolve complaints, and ensure high satisfaction, achieving an 89% customer approval rating., Train and mentor new dispatchers, improving team efficiency and reducing onboarding time by 33%., Maintain accurate records of service calls, technician assignments, and job completion statuses, ensuring compliance with company protocols.

Oversaw dispatching operations for a team of 112 technicians in towing, locksmithing, and electrical work, handling up to 700+ daily service requests., Streamlined communication between field technicians and clients, reducing miscommunication errors by 30%., Implemented a triage system for prioritizing emergency calls, improving response times for critical jobs by 20 minutes., Collaborated with management to update dispatch protocols, enhancing operational efficiency and technician accountability., Provided real-time troubleshooting support to technicians, resolving 92% of on-site issues remotely.

Managed call intake staff for scheduling and dispatching tow truck drivers, locksmiths, and electrician technicians, ensuring seamless service delivery across the continental United States., Handled customer escalations with professionalism, maintaining an 82% resolution rate without HQ supervisor intervention., Utilized GPS and dispatch software to monitor technician routes, reducing fuel costs and response time by 16%.