Hector Maldonado
Pico Rivera,CA
Summary
Professional dispatcher with extensive experience in logistics coordination and emergency response. Skilled in managing complex schedules, optimizing routes, and ensuring timely communication. Strong focus on team collaboration, reliability, and flexibility to adapt to changing needs. Proven track record of using critical thinking and problem-solving abilities to achieve results in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Lead Dispatcher
San Gabriel Transit
El Monte
07.2017 - Current
- Review and adjust drivers’ routes to ensure on time performance.
- Train new dispatchers in policy and procedure, as well as system familiarization.
- Make sure staff plans accordingly for breaks and lunches.
- Communicate with management on drivers work ethic on the road.
- Make sure certification appointments are arriving in timely matter.
- Communicate and assist drivers on incidents or accidents that occur.
- Communicate with supervisors on any accident or incidents that occur with drivers.
Dispatch
San Gabriel Transit
10.2013 - 01.2017
- Review and adjust route to ensure on time performance.
- Communicate and assist drivers on directions or concerns at a pickup or drop off address.
- Communicate and assist drivers on incidents or accidents that occur.
- Communicate with supervisors on any accident or incidents that occur with drivers.
Call center Supervisor
San Gabriel Transit
04.2012 - 08.2013
- Report any accidents or incidents to management that occur throughout the day.
- Have control of call center personnel, making sure breaks and lunches are done accordingly.
- Delivering great customer service to a hostile passenger on the phone and de-escalating the circumstances of the call.
- Communicate with other regions on transfer trip confirmations, so passengers won’t be stranded in the community.
- Adjust employees on phone ques to bring down high volume calls.
Call Center Representative
San Gabriel Transit
05.2010 - 04.2012
- Schedule trips for passengers in a timely and courteous matter.
- Canceling trip and passengers request for same day and next day reservations.
Education
Some College (No Degree) -
Santa Monica Community College
Santa Monica, CASkills
- New hire training
- Digital literacy
- Good communication
- Complex problem solving
- Fast learner
- Quick decision making
- Prioritizing calls
- Motivational skills
- Data entry
- Incident reporting
- Dispatching field personnel
- Policy enforcement
Languages
English
Spanish
Personal Information
Title: dispatcher
Timeline
Lead Dispatcher
San Gabriel Transit
07.2017 - Current
Dispatch
San Gabriel Transit
10.2013 - 01.2017
Call center Supervisor
San Gabriel Transit
04.2012 - 08.2013
Call Center Representative
San Gabriel Transit
05.2010 - 04.2012
Some College (No Degree) -
Santa Monica Community College