Deborah A. Gonzalez - Customer service rep /Dispatcher

Summary

Dedicated professional committed to enhancing skills and driving company success. Manages fast-paced demands while optimizing slow periods. Ensures organized and safe work environments with a focus on crucial details. Ready to tackle challenges through effective problem-solving and prioritization to support team objectives.

Overview

2

Languages

19

years of professional experience

Work History

Customer service rep /Dispatcher

Con Global Ind.

Wilmington

10.2025 - 04.2026

Answer inbound customer calls and email promptly.
Resolve delivery issues and service complaints.
Provide accurate transit times and rate quotes.
Track and trace freight shipments for clients,
Dispatcher
Assign freight pickups and deliveries to local drivers.
Monitor driver locations and route progress.
Adjust schedules to handle priority or rush orders.
Relay dispatch instructions clearly via two-way radio or mobile devices.
Communicate freight delays or problems to management and customers.
Coordinate with warehouse docks to load and unload freight efficiently.

Sundial Paratransit Controller

Sunline transit agency

Thousand Palms

02.2007 - 08.2025

Feb 2007-Dec 2018
Sundial reservationist for 11 years
Scheduled, modified, or canceled client paratransit ride requests accurately via phone or software.
Record precise pick -up/drop-off addresses, requested times, contact numbers, and return trip parameters.
Track special accommodations: Note and log requirements like mobility aids ( wheelchairs), attendants ( PCAs), or Traveling children/companions.
Verified ADA client certification parameters and eligibility status before finalizing bookings.
Answer general inquiries about transit guidelines, fares, and service availability with patience and clarity.
Ensure scheduling aligns with fleet capacity. route timelines, and agency- mandated performance metrics.
Coordinated with dispatchers, drivers, and administrative staff to address special passenger needs and implement real-time schedule adjustments.
Jan 2019- Aug 2025 Sundial Paratransit Controller
Monitors daily field operations. manage drivers and vehicle scheduling, and handle real -time route adjustments.
communicate with operators. address service disruptions. and ensure compliance with safety and performance standards.
assign drivers and schedule changes to specific vehicles using two way radios or computer aided dispatch. Trapeze, avail, and maps.
Create temporary route adjustments. stops, or reassignments to maintain system efficiency.
Contact for driver breakdowns, accidents, or urgent field issues.
Respond immediately to covert or overt on-board vehicle alarms.
Dispatch field supervisors, alternate buses, or maintenance mechanics to resolve active route problems.
Guided operators in managing sensitive, difficult, or potentially unsafe situations to maintain safety and service quality.
Record operational events, log schedule changes and complete daily transit performance reports.

Education

High School Diploma -

Indio High School

Indio, CA

06-1993

Skills

Reservation software
Telephone reservations
Dispatch operations
Transportation scheduling
Schedule management
Route planning
Customer service
Client communication

Problem-solving
Attention to detail
Organization
Task prioritization
Supervision and leadership
Customer communication
Inventory tracking
Verbal communication