Katherine Masters
Summary
Efficient Dispatcher with substantial experience in managing fleet and personnel operations. Proven track record of effectively coordinating staff and resources for seamless communication. Strong problem-solving skills and commitment to promptly resolving issues. Dedicated to integrity, personal responsibility and building good faith partnerships by using a firm & empathetic approach to conflict resolution supporting a safe, inclusive & respectful workplace.
Overview
8
8
years of professional experience
Work History
Operations Specialist [Solid Waste Recovery]
Waste Connections Inc.
09.2022 - Current
- Oversaw day-to-day dispatch operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns aimed towards improved professional relationships and promote respect.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Collected, arranged, and input information into database system.
- Answered phone calls, greeted guests and responded to internal & customer emails.
- Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices around safety, legalities and trends.
- Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
- Collaborated with other departments to resolve discrepancies in invoices or purchase orders, promoting smooth business operations.
Dispatcher [Solid Waste Recovery]
Valley Waste & Recycling
05.2021 - 08.2022
- Directed dispatching, routing, and tracking of 35+ fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient with difficult/highly reactive people.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Stayed up-to-date on relevant industry trends and best practices through continued education and professional development opportunities.
- Ensured compliance with local, state, and federal regulations related to the industry.
Coordinator [Heavy Machinery Services]
Leavitt Machinery
12.2018 - 03.2020
- Served as a key point of contact between field staff, management, and customers to ensure seamless communication throughout the service process.
- Managed high call volume, prioritizing urgent requests to ensure prompt assistance.
- Enhanced customer satisfaction by efficiently coordinating service appointments and dispatching technicians.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Reduced response times with effective scheduling and route optimization strategies.
- Monitored technician performance and provided feedback for continuous improvement initiatives.
- Maintained accurate records of service calls, technician assignments, and completed jobs for optimal organization.
- Developed strong relationships with clients and technicians to foster a positive work environment.
- Provided customers with information on products and services.
- Collaborated with other departments to resolve discrepancies in invoices or purchase orders, promoting smooth business operations.
- Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
Dispatcher [Solid Waste Recovery]
Revolution Resource Recovery
06.2016 - 12.2018
- Directed dispatching, routing, and tracking of 35 fleet vehicles.
- Communicated with drivers and personnel to coordinate timely services to clients.
- Interacted assertively but non-confrontationally with personnel and general public.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Closely monitored dispatch board to triage and prioritize over 300 daily calls.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Minimized potential conflicts between responding units by actively monitoring resources allocation.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Assisted in resolving customer complaints and grievances.
Education
High School Diploma -
Matthew McNair Secondary School
Richmond, BC06.2004
Skills
- Logistics Management
- Resource Planning and Scheduling
- Administrative Support
- Typing Speed
- Process Planning
- Human relations
- Operations coordination
- Risk Mitigation
- Cross-Functional Communication
- Attention to Detail
- Reliability
- Effective Communication
- Active Listening
- Adaptability and Flexibility
- Continuous Improvement
- Report Writing
- Complex Problem-Solving
- Threat Assessment
- Conflict de-escalation
- Verbal and written communication
- Information Protection
Languages
English
Native or Bilingual
Timeline
Operations Specialist [Solid Waste Recovery]
Waste Connections Inc.
09.2022 - Current
Dispatcher [Solid Waste Recovery]
Valley Waste & Recycling
05.2021 - 08.2022
Coordinator [Heavy Machinery Services]
Leavitt Machinery
12.2018 - 03.2020
Dispatcher [Solid Waste Recovery]
Revolution Resource Recovery
06.2016 - 12.2018
High School Diploma -
Matthew McNair Secondary School
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