Emmerson Fletcher
Summary
Proactive and hardworking professional, with 6+ years leadership experience, dedicated to continuous operational improvement and success. Results-driven and resilient, accustomed to working in a fast-paced, high volume environment. Excellent time-management and organizational skills, with an aptitude for customer service.
Overview
8
8
years of professional experience
Work History
General Manager
Towing And Recovery
05.2023 - Current
- Oversee and manage all aspects of the business, including personnel, finances, customer relations, contracts and fleet management
- Ensuring compliance with industry regulations, company policies, and best practices within all areas of operation.
- Establish a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Drive revenue growth by identifying new business opportunities and growing strong relationships and partnerships with contracts and stakeholders.
- Train and guide team members to maintain high productivity and performance metrics, while monitoring attendance, punctuality and performance, and addressing any issues accordingly.
Dispatch and Operations Coordinator
Towing And Recovery
03.2022 - 05.2023
- Lead and improve all dispatch workflow and coordination across the team and fleet
- Fielding inbound and outbound calls while entering information and booking service for customers and external contacts - NRA, Police, Roadservice and Insurance
- Coordinating driver dispatch to accomplish high-level customer service while adhering to all policies, procedures and H&S requirements
- Effectively manage and adjust driver schedules and workload to ensure H&S regulations are met
- Applying gained knowledge and understanding of the automotive and transport industry, to ensure effective dispatch and optimal results
Team Manager
New Zealand Automobile Association
09.2019 - 03.2022
- Pro-actively contribute to the development, growth, and up-skilling of dispatchers
- Ensure dispatchers are working with customers and providers in accordance with agreed customer service standards and processes, also ensuring the business brand image is maintained
- Observe and manage dispatch performance to ensure staff are aiming for and achieving KPIs, with coaching and feedback, One on One meetings, and annual reviews
- Interview. onboard, and train new staff
- Organise any team events, outings or activities - including quarterly contact centre awards
- Attend and contribute to frequent operation meetings with internal and external contacts and stakeholders
- Provide daily operational support to the dispatch team and assisting with dispatch duties as required
Workforce Coordinator
New Zealand Automobile Association
03.2019 - 09.2019
- Supervise real-time call queues amongst the Call Centre
- Adjust call queues across departments accordingly based on call volumes
- Ensure productivity and adherence is at an appropriate level
- Monitor CSRs, workflow, and call volumes to guarantee service levels are being met
- Forecasting weekly and monthly rosters for all departments and adjusting accordingly based on shrinkage
- Create daily, weekly, and monthly reports for management based on data and service levels
Senior Dispatch Coordinator
New Zealand Automobile Association
12.2018 - 03.2019
- Coordinate daily dispatch operations to ensure fast and efficient service to roadside customers
- Monitor job and call volumes
- Direct, supervise, and train dispatchers as assigned
- Audit and implement training procedures as required
- First point of contact for escalations
- Investigate and resolve escalations and complaints
- Create and adjust rosters accordingly to ensure coverage for any leave and unplanned shrinkage
- Assist and carry out dispatch duties as required - dispatching, handling inbound and outbound calls, liaising with customers and contactors
Dispatcher
NZAA
08.2016 - 12.2018
Skills
- Operations and Management
- Team Leadership, Training, Coaching, and Coordinating
- Customer Service and Problem Resolution
- Key Performance Indicators (KPIs)
- Dispatch
- Workforce and Scheduling
References Available
Available on request
Timeline
General Manager
Towing And Recovery
05.2023 - Current
Dispatch and Operations Coordinator
Towing And Recovery
03.2022 - 05.2023
Team Manager
New Zealand Automobile Association
09.2019 - 03.2022
Workforce Coordinator
New Zealand Automobile Association
03.2019 - 09.2019
Senior Dispatch Coordinator
New Zealand Automobile Association
12.2018 - 03.2019
Dispatcher
NZAA
08.2016 - 12.2018
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