Shelby Plummer
Radcliff
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Compassionate Certified Nursing Assistant diligent about serving patient's medical and personal needs. Focused on delivering high-quality care to individuals from diverse backgrounds. Dedicated to protecting patient safety and promoting satisfaction with facility services. Kind and energetic professional with outstanding bedside manner and charting abilities.
Knowledgeable dispatcher with several years of experience. Adept at checking on field personnel and solving concerns with self-directed and flexible approach. Great team management and complex problem-solving skills. Resourceful multitasker with proven skills in scheduling drivers, optimizing routes and prioritizing calls.
Overview
4
4
years of professional experience
2021
2021
years of post-secondary education
1
1
Certification
Work History
Dispatcher
Absolute Overhead Door Service
Louisville
02.2025 - Current
- Coordinated service calls for overhead door repairs and installations.
- Managed dispatch schedules for technicians across multiple job sites.
- Utilized dispatch software to track service requests and technician locations.
- Communicated effectively with customers regarding service timelines and updates.
- Prioritized urgent service requests to ensure timely responses from teams.
- Assisted in training new dispatch personnel on procedures and systems.
- Documented customer interactions and service details in company database.
- Collaborated with field technicians to resolve issues and improve workflow efficiency.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Updated records of driver locations, delays, and cancellations.
- Scheduled loads according to priority and available equipment.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Managed daily delivery and work schedules to maximize coverage.
- Provided timely updates to customers regarding their orders or requests.
- Maintained logs of all incoming calls and assigned tasks.
- Received and dispatched calls for emergency services.
- Identified locations and needs of callers to accurately send assistance.
- Answered customer requests with information about product availability, shipping information and status updates.
- Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
- Ensured compliance with safety regulations and company policies.
- Participated in team meetings discussing changes in procedures or processes.
Nursing Assistant
Baptist Health Medical Center
Louisville
01.2024 - 02.2025
- Assisted nursing staff with daily patient care and hygiene tasks.
- Monitored vital signs and reported changes to healthcare team.
- Provided emotional support and companionship to residents.
- Managed supplies and restocked inventory to promote optimal availability for patient care.
- Helped patients with mobility, transfers, and physical activities.
- Followed safety protocols to ensure a secure environment for residents.
- Maintained cleanliness and organization of patient rooms and common areas.
- Documented patient information accurately in electronic health records system.
- Communicated effectively with patients, families, and healthcare professionals.
- Assisted patients with their activities of daily living, including eating, grooming, toileting, ambulation, and hygiene.
- Assisted nurses and physicians with patient care, including bathing, dressing, transferring to beds and wheelchairs, and taking vital signs.
- Demonstrated respect and regard for dignity of patients, families and fellow employees to promote professional, responsible and courteous environment.
- Conducted regular rounds to check on patients' safety and proactively address issues.
- Observed patients' conditions regularly for any physical or mental changes and reported findings to the appropriate personnel promptly.
- Assessed vitals and noted medical information to report changes to nursing staff and physicians.
Customer Service Representative
Tom Drexler Plumbing, Air And Electric
Louisville
11.2022 - 12.2023
- Provided exceptional support to customers via phone and in-person interactions.
- Resolved customer inquiries and complaints with professionalism and empathy.
- Assisted in scheduling service appointments for plumbing and electrical repairs.
- Collaborated with technicians to ensure timely response to service needs.
- Maintained accurate records of customer interactions and service requests.
- Educated customers on plumbing, air, and electric services offered by the company.
- Handled billing inquiries and processed payments efficiently for services rendered.
- Contributed to team meetings by sharing insights on customer feedback trends.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Implemented innovative methods for streamlining the customer service process.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
Nursing Assistant
Hillcreek Rehabilitation and Care
Louisville
06.2021 - 11.2022
- Assisted nursing staff with daily patient care and hygiene tasks.
- Monitored vital signs and reported changes to healthcare team.
- Provided emotional support and companionship to residents.
- Maintained cleanliness and organization of patient rooms and common areas.
- Documented patient information accurately in electronic health records system.
- Helped patients with mobility, transfers, and physical activities.
- Communicated effectively with patients, families, and healthcare professionals.
- Followed safety protocols to ensure a secure environment for residents.
- Assisted patients with their activities of daily living, including eating, grooming, toileting, ambulation, and hygiene.
- Assisted nurses and physicians with patient care, including bathing, dressing, transferring to beds and wheelchairs, and taking vital signs.
- Demonstrated respect and regard for dignity of patients, families and fellow employees to promote professional, responsible and courteous environment.
- Conducted regular rounds to check on patients' safety and proactively address issues.
- Assessed vitals and noted medical information to report changes to nursing staff and physicians.
- Observed patients' conditions regularly for any physical or mental changes and reported findings to the appropriate personnel promptly.
- Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
- Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
- Protected patient, self and others from injury during transfers, lifts and transports by using proper equipment and body mechanics.
- Implemented fall prevention techniques as specified in plan of care.
- Completed daily room cleaning and organizing to provide patients with clean environment.
- Provided companionship to patients, monitored their emotional well-being, and offered reassurance when needed.
- Promoted patient satisfaction by assisting with bathing, dressing and exercising.
- Provided assistance to medical staff during tests, treatments and emergency procedures.
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Performed basic nursing skills such as changing wound dressings and administering enemas.
- Reported environmental risks or equipment malfunctions to supervisor.
- Collected specimens for laboratory testing such as urine samples and blood draws.
Education
Seneca High School
Louisville , KYSkills
- Dispatch software
- Route planning
- Service scheduling
- Customer communication
- Call prioritization
- Emergency response
- GPS tracking
- Data entry accuracy
- Problem resolution
- Team collaboration
- Administrative support
- Record management
- Time management
- Service coordination
- Safety compliance
- Customer service
- Dispatch coordination
- Schedule coordination
Languages
English
Full Professional
Certification
- Nursing assistant license
Timeline
Dispatcher
Absolute Overhead Door Service
02.2025 - Current
Nursing Assistant
Baptist Health Medical Center
01.2024 - 02.2025
Customer Service Representative
Tom Drexler Plumbing, Air And Electric
11.2022 - 12.2023
Nursing Assistant
Hillcreek Rehabilitation and Care
06.2021 - 11.2022
Seneca High School