Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Marlena Schaefer

Ajax,Canada

Summary

To obtain a part-time position, within an administrative environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Dispatch Manager

BGIS
Markham, ON
12.2024 - Current
  • Managed a team of dispatchers, fostering a collaborative work environment to ensure smooth operations.
  • Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
  • Improved dispatch efficiency by implementing new scheduling and routing strategies.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.

Regional Service Coordinator

Ainsworth
Oshawa, Canada
12.2020 - 12.2024
  • Coordinate service between technicians and customers while maintaining a high level of professionalism
  • Dispatch emergency work orders to technicians in a fast-paced environment
  • Touch base with customers regularly to ensure satisfaction with service and response times
  • Enter and distribute technician’s payroll and review work orders for errors and investigate issues.

Duty Manager

NCR
Toronto, Canada
11.2019 - 04.2020
  • Monitored a high-volume call center with incoming emergency service calls to ensure balanced and efficient assignment
  • Helped organize monthly team meetings with regional managers to encourage process improvements.

Customer Service Rep. / Office Administrator

Orkin Canada
Oshawa, Canada
02.2016 - 10.2019
  • Handled a high volume of incoming customer calls and inquiries for all GTA contracted customers
  • Dispatched emergencies for the wildlife division and coordinated between clients, property managers, and public housing administrators.

Dispatch / Office Administrator

Aecon Utilities, QX Locates Division
Markham, Canada
05.2014 - 12.2015
  • Handled a high volume of incoming customer complaints and inquiries for City of Toronto gas, water, and hydro locates
  • Dispatched emergencies and kept track of emergency logs.

Education

Victimology -

Algonquin College
09.2024

Emergency Call Center Communications (2 year) -

Durham College
01.2014

High School -

J. Clarke Richardson Collegiate
01.2006

Skills

  • Strong customer relations and service skills
  • Emergency management skills
  • Emergency dispatch skills
  • Strong organizational skills
  • Well-developed time management
  • Familiar with Ontario laws and legislation
  • Telephone answering, 12-Line System
  • Scan, fax and print and photocopy machines
  • Medical terminology
  • Alpha and Numeric data entry skills
  • Call center management scheduling
  • Strong knowledge of Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and Personal Health Information Protection Act (PHIPA)
  • Computer: Microsoft Office, Microsoft Word, Microsoft Excel, Power Point, 50 wpm

Certification

  • APCO Telecommunication Safety and APCO Fire, 2011
  • APCO Emergency Medical Dispatch, 2014
  • Smart Serve Certified, 2013
  • First Aid and CPR Certified, 2018

References

  • Patrick Peralta, Territory Manager, NCR, 416-301-6129, Patrick.Peralta@ncr.com
  • Crystal Maxwell, Team Lead, QX Locates: Aecon Utilities, 416-712-0432
  • David Freemantle, Hiring Manager, Miller Waste Group, 905-475-6397 ext. 5240, David.freemantle@millergroup.ca

Timeline

Dispatch Manager

BGIS
12.2024 - Current

Regional Service Coordinator

Ainsworth
12.2020 - 12.2024

Duty Manager

NCR
11.2019 - 04.2020

Customer Service Rep. / Office Administrator

Orkin Canada
02.2016 - 10.2019

Dispatch / Office Administrator

Aecon Utilities, QX Locates Division
05.2014 - 12.2015

Victimology -

Algonquin College

Emergency Call Center Communications (2 year) -

Durham College

High School -

J. Clarke Richardson Collegiate
Marlena Schaefer