Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Stephanie Prokosh

Surrey,BC

Summary

Dynamic Dispatch Manager with 20+ years of industry experience. Detail-oriented collaborator skillful in successfully solving issues and distributing driver assignments. Recognized as team player with well-honed leadership and critical thinking skills. 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.

Overview

17
17
years of professional experience

Work History

Dispatch Manager

Pacific Coast Distribution
04.2018 - Current
  • Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
  • Improved dispatch efficiency by implementing new scheduling and routing strategies.
  • Developed contingency plans for unexpected events, minimizing disruptions to daily operations.
  • Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
  • Coordinated with maintenance teams to establish preventive maintenance schedules for fleet vehicles.
  • Supported the implementation of new technology systems designed to enhance dispatch operations' overall efficiency and effectiveness.
  • Optimized resource allocation to minimize costs while maintaining high service levels.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • Streamlined communication processes for better coordination between drivers, customers, and warehouse staff.
  • Increased on-time deliveries through meticulous route planning and continuous monitoring of driver performance.
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
  • Drove sales by delivering expert customer service support for escalated, ongoing or specialized issues.
  • Led cross-functional projects aimed at improving operational procedures within the organization as a whole.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Scheduled deliveries and pickups according to customer needs.
  • Answered phone calls and responded to customer emails.
  • Communicated with customers to provide delivery updates and resolution.
  • Assisted in resolving customer complaints and grievances.
  • Scheduled and organized delivery routes.
  • Monitored and tracked dispatch communication systems.
  • Developed and implemented customer service policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Analyzed and reported on key performance metrics to senior management.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs and increased profit margins.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
  • Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.

Team Lead

Coastal Pacific Xpress
08.2012 - 04.2018
  • Coached team members in techniques necessary to complete job tasks.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
  • Adjusted equipment to meet different productivity levels.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
  • Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.

Operations Manager

Kimberly Transport
01.2007 - 01.2012
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Increased profit by streamlining operations.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Devised processes to boost long-term business success and increase profit levels.

Education

Some College (No Degree) - Financial Management

British Columbia Institute of Technology
Burnaby

High School Diploma -

Semiahmoo Secondary
Surrey, BC
06.2004

Skills

  • Transportation knowledge
  • Workflow Planning
  • Multiple project coordination
  • Supply Chain Understanding
  • Employee relations and conflict resolution
  • Customer Relationship Management (CRM)
  • Process improvement strategies
  • Operations Management
  • TMW Systems / AS400
  • Tech Proficient (Excel, Outlook, Word), 95 WPM
  • Coaching and onboarding
  • Knowledgeable in TMW Systems/AS400

Languages

English
Native or Bilingual

Timeline

Dispatch Manager

Pacific Coast Distribution
04.2018 - Current

Team Lead

Coastal Pacific Xpress
08.2012 - 04.2018

Operations Manager

Kimberly Transport
01.2007 - 01.2012

Some College (No Degree) - Financial Management

British Columbia Institute of Technology

High School Diploma -

Semiahmoo Secondary

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Stephanie Prokosh