BLESSING EBOKAM
Airdrie,AB
Summary
Experienced Scheduler with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects. Proficient in applicable regulations and providing subject matter expertise on delivery operations. Over 5 years of experience devising most effective routes to amplify efforts.
Overview
8
8
years of professional experience
Work History
Scheduler
Superior Propane Inc
09.2021 - Current
- Built positive, collaborative relationships with all points of contact and worked collaboratively to utilize available resources to successfully meet customer needs and expectations.
- Acted as the primary point of contact for Drivers, dispatching daily work and ensured order fulfillment.
- Acted as a point of escalation, communication hub and reporting mechanism for all incidents affecting the Division’s operations.
- Monitored the progress and execution of the work plans and adjusted schedules accordingly to minimize and prevent out of gas (OOG) occurrences.
- Troubleshooted and resolved issues encountered by the Driver, including routing or scheduling issues or conflicts, and activated fleet contingency plans when necessary.
- Confirmed and verified delivery appointments, rescheduled appointments and complete account maintenance as required.
- Conducted interval analysis to ensure effective and timely delivery.
- Ensured customers are aware of delivery challenges that might affect their delivery.
- Collaborated with Field Management to update and provide feedback on day-to-day operations, staffing activities and the achievement of performance standards.
- Provided superior customer care and service support to both internal and external customers.
- Reviewed, managed, and reported daily delivery transactions working with the Delivery Manager to achieve KPI targets.
Dispatcher
VersaCold Logistics Services
06.2018 - 09.2021
- Managed and directed all incoming inquiries through the dispatch telephone lines to ensure a clear, efficient flow of information to the appropriate people
- Updated driver information such as equipment assignment and driver status accurately in Truckmate.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Completed daily logs for management review.
- Ensured all works were accurately entered and managed in the TMS (driver trip progress and closing trips).
- Scheduled agency drivers efficiently, resulted in the reduction of non-revenue hours, empty miles and an increased in driver productivity
- Identified performance issues and communicate operational needs with Dispatch Manager
- Updated spreadsheets as needed to accurately capture data of daily tasks
- Acted as First contact for drivers regarding scheduling and work availability
- Assigned equipment to upcoming runs to ensure all of our customer’s needs will be met
- Monitored special driver requirements for each site to ensure they are being adhered to.
- Oversaw and verified adherence to government regulations by maintaining sensitive data and complying with international laws.
- Assisted in the dispatching of drivers as required to perform other duties as assigned by the reporting manager
Customer Service Representative
Calgary Coop
05.2016 - 05.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
Call Center Representative
Pizza Nova Call Centre
09.2015 - 04.2016
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted customer service satisfaction ratings through consistent quality control.
Education
Post-Degree Certificate - Hospitality Management
Centennial College of Applied Arts And Technology
Scarborough, ON04.2016
MBA - Business Management
Cardiff Metropolitan University
United Kingdom07.2015
Skills
- Customer Service - Experience in Call Centre environment
- Schedule Coordination
- Coordinating Efficient Routes
- Excellent Listener and Organizer
- Problem-Solving Ability
- Time Management Skills
- Highly Dependable
- Advanced Data Entry
- Strong Computer Skills - MS Word, Excel, Outlook and Teams
- Scheduling Software - AS400, Dayforce and Truckmate (TMS ) Experience
Timeline
Scheduler
Superior Propane Inc
09.2021 - Current
Dispatcher
VersaCold Logistics Services
06.2018 - 09.2021
Customer Service Representative
Calgary Coop
05.2016 - 05.2018
Call Center Representative
Pizza Nova Call Centre
09.2015 - 04.2016
Post-Degree Certificate - Hospitality Management
Centennial College of Applied Arts And Technology
MBA - Business Management
Cardiff Metropolitan University
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