ALEILA LOFTON
Pittsburg
Summary
Experienced Monitoring, Dispatch, and Operations Team Lead with 10+ years of success in high-volume, fast-paced environments. Proven ability to manage emergency response operations, lead teams, handle escalations, and maintain excellent customer relations. Strong communicator with extensive background in call center leadership, dispatch coordination, scheduling, and administrative operations.
Overview
21
21
years of professional experience
Work History
Lead / Dispatcher
Bay Alarm
01.2018 - Current
- Dispatch local law enforcement, fire departments, and security agencies as required
- Handled high volume of priority burglar, fire, medical, and video alarms for residential and commercial accounts across three states, ensuring timely response and resolution
- Managed inbound and outbound call volume of 300–500 calls per day, providing efficient service and support to clients
- Cross-trained in various departments to enhance operational efficiency
- Promoted from Senior Representative to Team Lead, overseeing escalations and enhancing customer relations
CSR / Dispatcher
Gateway Global
03.2017 - 02.2021
- Assisted with supervision and scheduling of chauffeurs
- Supported daily office operations and monitored new and existing reservations
- Set up new customer accounts and managed domestic and international car service scheduling
- Maintained end-of-shift operational reports for management review
Shift Lead / Dispatcher
National Automobile Club
05.2011 - 12.2018
- Oversaw operator scheduling, managed call queue, and resolved customer complaints as Shift Lead
- Collected data in emergency roadside assistance call center to efficiently dispatch tow and service providers
- Promoted to Administrative Assistant while continuing lead call coordinator responsibilities
- Supported Director of Operations with vendor contracts, rate negotiations, filing, phones, and mapping system updates
- Collaborated with upper management to develop tools and programs enhancing call center operations
Center Manager
Ace Cash Express
08.2005 - 10.2009
- Managed daily operations of kiosk location, supervising three employees to maintain service quality
- Delivered customer support for check cashing, money orders, payday advances, and bill payments, ensuring customer satisfaction
- Coordinated cash deliveries, payroll processing, monthly audits, and employee scheduling to streamline operations
- Traveled to other locations to provide operational and staffing support
Education
General Education Diploma -
Capuchino High School
06-2003
Skills
- High-volume call center and dispatch operations
- Leadership
- Team supervision
- Scheduling
- Customer service
- Escalation
- Conflict resolution
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Database experience
- Detail orientation
- Typing speed 45 WPM
- 10-key experience
- Analytical skills
- Strong multitasker
- Organized
- Detail-oriented
- Excellent written and verbal communication
- Interpersonal skills
- Negotiation skills
Timeline
Lead / Dispatcher
Bay Alarm
01.2018 - Current
CSR / Dispatcher
Gateway Global
03.2017 - 02.2021
Shift Lead / Dispatcher
National Automobile Club
05.2011 - 12.2018
Center Manager
Ace Cash Express
08.2005 - 10.2009
General Education Diploma -
Capuchino High School