Melissa Perry
West Liberty
Summary
Friendly professional with extensive experience at Medicab Non Emergency Transportation. Excelling in customer service and team satisfaction. Proven track record in optimizing transportation routes and enhancing client transportation, while effectively managing high-stress situations. Skilled in training employees and utilizing tracking systems to improve operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Dispatcher
Medicab Non Emergency Transportation
West Liberty, KY
06.2021 - Current
- Managed communication between 35 drivers and up to 500 clients daily, resolving issues efficiently to enhance service quality.
- Utilized dispatch software to track vehicle locations and optimize routing for improved efficiency.
- Monitored driver performance, providing feedback to ensure adherence to safety protocols and company standards.
- Collaborated with healthcare facilities to coordinate patient transport needs, enhancing overall service delivery.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Coordinated non-emergency transportation schedules for clients, ensuring timely pickups and drop-offs.
- Directed dispatching, routing, and tracking of 36 fleet vehicles.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Analyzed customer feedback and provided solutions to improve customer service.
- Resolved conflicts between field units, ensuring smooth operation and team cohesion.
- Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Ensured compliance with federal and state regulations, maintaining impeccable record-keeping practices.
Office Manager
Medicab Non Emergency Transportation
West Liberty, KY
06.2021 - Current
- Managed daily office operations, answering/responding to at least 50 calls per day, ensuring efficient workflow and resource allocation.
- Coordinated transportation schedules, optimizing routes over 6 counties for timely client delivery to their scheduled appointments.
- Implemented office procedures to enhance productivity and streamline communications.
- Developed and delivered comprehensive training programs to ensure adherence to operational protocols and company and state policies, promoting a collaborative environment. Training with certification through the Community Transportation Association of America.
Quality Control Manager
Stantek Manufacturing
Stanton, KY
02.2015 - 05.2021
- Conducted regular inspections of production processes, identifying areas for improvement.
- Implemented quality assurance protocols to ensure compliance with industry standards.
- Collaborated with cross-functional teams to resolve quality issues promptly and effectively.
- Tested up to 200 wiring harnesses per day
- Mentored junior staff in quality assessment techniques and regulatory requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Collaborated with cross-functional teams to identify potential areas of improvement in production processes, leading to enhanced product quality.
- Participated in regular management review meetings, providing updates on quality control performance and suggesting areas for improvement.
- Improved customer satisfaction with thorough final product inspections and adherence to strict quality control guidelines.
- Enhanced product quality by implementing rigorous inspection procedures and standardized testing protocols.
- Used company engineered software to produce reports regarding daily production quality, nonconformance of products or processes and quality trends.
- Reduced production defects by closely monitoring manufacturing processes and providing timely feedback to production teams.
- Initiated corrective actions when necessary, addressing product or process issues promptly to minimize impact on operations.
- Initiated cross-departmental collaborations to integrate quality control measures seamlessly.
- Achieved significant reductions in product return rates, meticulously auditing products before release.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Reported production malfunctions to managers and production supervisors.
- Corrected malfunctions when necessary
Education
High School Diploma -
Morgan County High School
West Liberty, KY06.1997
Skills
- Customer service
- Data entry
- Verbal and written communications
- Employee training
- Route planning and adjustment
- Problem solving
- Follow ADA guidelines
- Excellent collaboration with a broker
Certification
I am a certified trainer through the Comminity Transportaion Association Of America. I have certificates in conflict management and deescalation for transit drivers and supervisors, volunteer driver safety, passenger assistance, safety and sensitivity and understanding passengers who have experienced trauma.
Timeline
Dispatcher
Medicab Non Emergency Transportation
06.2021 - Current
Office Manager
Medicab Non Emergency Transportation
06.2021 - Current
Quality Control Manager
Stantek Manufacturing
02.2015 - 05.2021
High School Diploma -
Morgan County High School