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
2024.12 - 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
2020.12 - 2024.12
- 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
2019.11 - 2020.04
- 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
2016.02 - 2019.10
- 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
2014.05 - 2015.12
- 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
2024.12 - Current
Regional Service Coordinator
Ainsworth
2020.12 - 2024.12
Duty Manager
NCR
2019.11 - 2020.04
Customer Service Rep. / Office Administrator
Orkin Canada
2016.02 - 2019.10
Dispatch / Office Administrator
Aecon Utilities, QX Locates Division
2014.05 - 2015.12
Victimology -
Algonquin College
Emergency Call Center Communications (2 year) -
Durham College
High School -
J. Clarke Richardson Collegiate