Tessa Glover
Ontario,CA
Summary
Dedicated employee with experience leading dispatching activities using team management and complex problem-solving skills. Resourceful at juggling multiple tasks when using different computer programs and prioritizing jobs.
Analytical and organized with experience in dispatching services. Keeps crews on-schedule by planning optimal routes and schedules. Excels at monitoring operations and proactively correcting problems.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Strong focus on team collaboration and achieving high-impact results with flexibility to adapt to changing needs. Proven ability to manage multiple tasks, prioritize effectively, and communicate clearly. Reliable, organized, and driven to deliver optimal outcomes.
Overview
16
16
years of professional experience
Work History
Worksite Organizer
SEIU Local 721
Los Angeles, CA
01.2024 - Current
- Developed and executed membership engagement strategies to enhance participation and support initiatives.
- Analyzed member feedback to refine program offerings, ensuring alignment with member needs and organizational goals.
- Mentored new organizers, providing guidance on best practices in community organizing and member outreach strategies.
- Demonstrated exceptional time management skills while working on multiple projects simultaneously without compromising quality or deadlines.
- Maintained clear communication channels between all parties involved in the event planning process, ensuring timely updates and issue resolution.
- Engaged members in collective bargaining processes to advocate for worker rights and benefits.
- Collaborated with diverse groups to resolve workplace disputes and ensure compliance with labor agreements.
- Strengthened relationships with employers by maintaining open lines of communication and fostering mutual respect.
- Served as mediator between management teams and employees during disputes to reach mutually beneficial resolutions while preserving positive working relationships.
- Enhanced union members'' satisfaction by addressing their concerns and resolving grievances in a timely manner.
- Educated union members on their rights, responsibilities, and benefits through informative workshops and training sessions.
- Improved workplace conditions for union members by identifying safety hazards and recommending corrective actions.
- Advocated for workers'' interests at legislative hearings, public forums, and meetings with key stakeholders to influence policy decisions that impact union members.
Dispatcher/Biller
Jones Covey Group Inc.
Rancho Cucamonga, CA
11.2022 - 01.2024
- Kept detailed and updated records of calls in physical and electronic databases.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Reported delays, accidents or other traffic and transportation situations.
- Tracked changes in computer system to keep records current and accurate.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Investigated and resolved customer and vendor issues to retain business.
- Recorded results of service calls to create report summaries for senior management.
- Create invoices for clients.
- Make sure technician’s have the proper certifications/ licenses.
- Coordinated logistics and dispatch schedules for timely delivery of goods.
- Monitored vehicle locations using GPS tracking systems to optimize routes.
- Trained new team members on dispatch procedures and software systems.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Dispatcher
Southern California Gas Company
Monterey Park, CA
05.2021 - 05.2022
- Tracked changes in computer system to keep records current and accurate.
- Managed daily delivery and work schedules to maximize coverage.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Communicated with individuals within inbound call center setting to complete dispatch support for field technicians and management calls.
- Supervised driver dispatching, route planning and vehicle tracking for over 40 field technicians .
- Utilized various software systems to facilitate movement, planning and scheduling.
- Recorded results of service calls to create report summaries for senior management.
- Reported delays, accidents or other traffic and transportation situations.
- Identified locations and needs of callers to accurately send assistance.
- Devised and implemented work plans to check quality and consistency of work against organizational standards.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
Meter Reader Technician
Southern California Gas Company
Anaheim , CA
12.2017 - 05.2021
- Examined meters for inaccuracies based past information and kept detailed track of information.
- Read and recorded information on over 100 gas meters daily.
- Reported hazardous or unreadable meters to supervisor to resolve issues.
- Checked over 100 meters for issues and reported findings to customers and supervisors daily.
- Safely drove 10-50 mile routes without accident for entire time in that position.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
Southern California Gas Company
San Dimas, CA
07.2012 - 12.2017
- Assist customers with service orders
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Reviewed account and service histories to identify trends and resolve issues.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Trained new employees on procedures and policies to maximize team performance.
- Upheld privacy and security requirements for customer information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Shift Leader
Arby's Restaurant
West Covina, CA
06.2010 - 07.2012
- Delegated tasks to employees and monitored activities and task completion.
- Supervised and led employees to maintain productivity and customer service levels.
- Upheld company standards and compliance requirements for operations.
- Complied with company safety procedures, policies and regulations to promote safe working environment.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Coordinated daily shift changes to lead transition and handle special requests.
- Assisted general manager with operations game plan and company initiatives implementation.
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Completed opening and closing duties to facilitate business operations.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
Education
High School Diploma -
Chino High School
Chino, CA05.2009
Skills
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- 45wpm Typing Speed
- Attention to detail
- Time management
- Teamwork and collaboration
- Meeting facilitation
- Effective negotiation
- Multitasking skills
- Critical thinking
Timeline
Worksite Organizer
SEIU Local 721
01.2024 - Current
Dispatcher/Biller
Jones Covey Group Inc.
11.2022 - 01.2024
Dispatcher
Southern California Gas Company
05.2021 - 05.2022
Meter Reader Technician
Southern California Gas Company
12.2017 - 05.2021
Customer Service Representative
Southern California Gas Company
07.2012 - 12.2017
Shift Leader
Arby's Restaurant
06.2010 - 07.2012
High School Diploma -
Chino High School