Easter Lafaele
Auckland
Summary
Highly skilled Dispatch Coordinator with extensive experience in Customer Service across diverse industries.
Highly adaptable and collaborative professional adept at swiftly resolving complex customer inquiries using critical thinking, problem-solving, and multitasking skills.
Experienced professional who has consistently streamlined processes and improved efficiency to enhance overall customer satisfaction.
Overview
23
23
years of professional experience
Work History
Dispatch Coordinator
Carr & Haslam Logistics
Mt Wellington, Auckland
07.2022 - Current
- Coordinated and monitored daily delivery routes to ensure timely completion.
- Provided customer service support by responding to inquiries, resolving issues, and providing updates on shipments.
- Maintained up-to-date records of freight movement and shipment tracking information in the system.
- Assigned deliveries to drivers according to their availability and route optimization guidelines.
- Determined most cost-effective methods for transportation of goods based on weight, volume, destination, and urgency of delivery.
- Ensured accuracy of data entry into dispatch system including load details, rates, carrier information.
- Provided guidance to drivers on road conditions, speed limits, traffic patterns.
- Tracked real-time location of vehicles using GPS technology.
- Prepared daily work and run schedules.
- Received or prepared work orders.
Roadside Assistance Dispatcher
AA Roadside Services
Penrose, Auckland
02.2021 - 07.2022
- Assessed customer needs and dispatched roadside assistance services to appropriate locations.
- Recorded customer information, service requests, and responses in computer system.
- Responded to emergency calls from customers experiencing vehicle breakdowns or accidents.
- Coordinated with tow truck operators for the efficient transport of vehicles in distress.
- Monitored incoming calls, emails, and texts from customers requiring assistance.
- Provided accurate estimated times of arrival for roadside assistance services.
- Communicated with customers regarding their current situation and provided reassurance when needed.
- Investigated customer complaints regarding delays or unsatisfactory service levels.
- Resolved customer disputes by providing solutions that were satisfactory to all parties involved.
- Maintained up-to-date knowledge of local roadways, construction zones, and traffic patterns affecting travel times.
- Ensured compliance with safety regulations while operating company vehicles during dispatch operations.
- Tracked progress of each call using GPS navigation systems and updated customers accordingly.
- Prepared daily work and run schedules.
Dispatch Coordinator
Superloo Sanitation
Manukau City, Auckland
04.2016 - 12.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Plan and schedule drivers' runs in route order.
- Liaise with operations and drivers to ensure all services, deliveries, and removals are completed daily.
- Track drivers' route on E-road daily.
- Ensured accuracy of data entry into dispatch system including load details, rates, carrier information.
- Kept customers informed of service trucks' whereabouts and expected time of service.
- Recorded and maintained files or records of customer requests, work or services performed.
- Prepared daily work and run schedules.
Learning Support Assistant
St John Evangelist Primary School
Otara, Auckland
04.2014 - 04.2016
- Assisted students with special needs in the classroom setting.
- Provided additional support to students struggling with academic tasks.
- Monitored student progress and provided feedback to teachers.
- Organized individualized learning plans for each student.
- Developed strategies to help motivate students to reach their goals.
- Implemented behavior management techniques in order to maintain a safe and productive learning environment.
- Facilitated small group instruction sessions as needed by teacher or lead educator.
- Created lesson plans, activities, and materials tailored to the needs of individual learners.
- Maintained accurate records of student performance data.
- Participated in meetings, conferences, workshops, and professional development opportunities related to job duties.
- Modeled positive behavior for students and assisted them in developing social skills.
- Intervened when necessary during conflicts between students or concerning student safety issues.
- Established strong relationships with families of students receiving services from the Learning Support Department.
- Organized and prepared learning and instructional materials for teacher and pupil use.
- Promoted and reinforced self-esteem through group work and recreational activities.
- Delivered feedback using positive reinforcement techniques to encourage, motivate and build confidence in students.
Administrator
Chadwick Door Services
Brisbane, Australia
03.2011 - 03.2014
- Answered incoming calls and responded to customer inquiries.
- Assisted in the development of new administrative systems, procedures and policies.
- Managed office supplies inventory and placed orders when necessary.
- Maintained filing system for important documents such as contracts and invoices.
- Coordinated meetings, conferences, travel arrangements.
- Provided general administrative support to staff members.
- Updated databases with new employee information, job changes and terminations.
- Prepared reports on various projects for management review.
- Performed data entry tasks into computer databases from paper documents.
- Monitored emails, sorted mail and distributed correspondence accordingly.
- Processed payroll information according to established guidelines.
- Ensured that all paperwork was completed accurately before submission deadlines.
- Responded promptly to customer complaints in a professional manner.
- Answered telephones to take messages or redirect calls to appropriate colleagues.
- Followed up with customer accounts to resolve unpaid or past due accounts.
- Organized client meetings to provide project updates.
- Collected, validated, and distributed information to employees.
Procurement Officer
Atlas Specialty Metals
East Tamaki, Auckland
09.2007 - 03.2011
- Reviewed invoices and purchase orders for accuracy and completeness prior to payment processing.
- Monitored supplier performance metrics such as delivery times, quality of goods and services, pricing levels.
- Negotiated contracts with vendors in order to secure the most favorable terms possible.
- Managed supplier relationships by providing timely responses to inquiries, addressing issues promptly.
- Ensured that all purchases were made in accordance with organizational policies and procedures.
- Researched new sources of supply in order to improve cost savings opportunities.
- Coordinated with other departments in order to resolve discrepancies between orders placed and deliveries received.
- Participated in meetings with vendors in order to discuss upcoming projects or changes in requirements.
- Developed relationships with vendors to gain best terms for procurement.
- Applied well-developed communication, interpersonal and collaboration skills to build effective working relationships with vendors and partners.
- Traced missing material and shipments through vendor and customer communications.
- Control all import and export stock (sea and air freight)
Customer Service Representative
NZ Safety
Manukau, Auckland
06.2003 - 08.2007
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns and exchanges.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Took special orders in person and over telephone, generating additional revenue every month.
Track and Trace Service
NZ Couriers
Penrose, Auckland
05.2001 - 06.2003
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked with cross-functional teams to achieve goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Liaising with the courier driver and warehouse manager.
Education
Computer Level 3 -
DAS Training
AucklandOffice Skills, Customer Relations, Selling Skills
MIT
AucklandBusiness Administration, Accounting
MIT
AucklandTravel & Tourism, Basic Management, Heath & Safety
MIT
AucklandSkills
- Scheduling proficiency
- Route planning expertise
- Logistics Management
- Service Vehicle Dispatch
- Data Entry
- Customer Service
- Decision-Making
- Problem-solving aptitude
- Processing orders
- Critical thinker
- Professionalism
Affiliations
- Church
- Sport
- Spending time with Family
- Reading
- Serving my community
Timeline
Dispatch Coordinator
Carr & Haslam Logistics
07.2022 - Current
Roadside Assistance Dispatcher
AA Roadside Services
02.2021 - 07.2022
Dispatch Coordinator
Superloo Sanitation
04.2016 - 12.2020
Learning Support Assistant
St John Evangelist Primary School
04.2014 - 04.2016
Administrator
Chadwick Door Services
03.2011 - 03.2014
Procurement Officer
Atlas Specialty Metals
09.2007 - 03.2011
Customer Service Representative
NZ Safety
06.2003 - 08.2007
Track and Trace Service
NZ Couriers
05.2001 - 06.2003
Computer Level 3 -
DAS Training
Office Skills, Customer Relations, Selling Skills
MIT
Business Administration, Accounting
MIT
Travel & Tourism, Basic Management, Heath & Safety
MIT
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