Christen Kelley
Fredericksburg,Virginia
Summary
Detail-oriented dispatcher with expertise in logistics management, customer service, and dispatch software. Proven ability to enhance operational efficiency and train new team members for improved performance. Hard worker with a very dependable work ethic.
Overview
29
29
years of professional experience
Work History
Dispatcher Coordinator/Administrative Assistant
I.C.E. Heating and Cooling
Fredericksburg, VA
08.2025 - Current
- Coordinated service requests and technician assignments to optimize daily schedules.
- Communicated effectively with clients to ensure timely updates on service appointments.
- Managed incoming calls and inquiries, providing accurate information on services offered.
- Utilized dispatch software to track job progress and technician locations in real-time.
- Developed relationships with team members to enhance collaboration and workflow efficiency.
- Improved customer satisfaction with timely and accurate dispatching of service requests.
- Enhanced dispatch efficiency by implementing a new scheduling system and optimizing routes.
- Provided exceptional customer service by addressing inquiries promptly and resolving issues efficiently while maintaining a professional demeanor.
- Trained new dispatchers on company procedures, software applications, and communication protocols.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Maintained detailed records of dispatched calls, resource allocation, and incident outcomes for reporting purposes.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Dispatcher
Lifecare Medical Transports LLC
Fredericksburg, VA
07.2023 - 08.2025
- Coordinated transport schedules for medical emergencies, ensuring timely response and efficient resource allocation.
- Monitored vehicle locations and statuses using GPS tracking systems to optimize routes and minimize delays.
- Collaborated with healthcare providers to confirm patient transportation details and requirements for seamless service delivery.
- Trained new dispatch staff on operational procedures, enhancing team efficiency and service quality.
- Scheduled and organized delivery routes.
- Managed emergency calls, assessing situations to prioritize response efforts.
- Coordinated dispatch of emergency services, ensuring timely and accurate deployments.
- Utilized communication systems to relay critical information to first responders effectively.
- Collaborated with law enforcement and medical personnel to streamline operations during emergencies.
- Monitored radio communications for updates, adjusting responses as necessary based on real-time information.
- Trained new dispatchers on protocols and software systems utilized in emergency response.
- Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
- Optimized productivity to improve on-time emergency response and life support.
Customer Service Supervisor
RC Lees Carpet One
Fredericksburg, VA
05.2000 - 09.2003
- Supervised daily operations of customer service team to ensure high-quality support.
- Developed training programs to enhance staff performance and customer satisfaction.
- Implemented process improvements that streamlined issue resolution and reduced response times.
- Monitored team performance metrics, providing feedback to drive continuous improvement.
- Resolved escalated customer complaints, maintaining positive relationships and brand reputation.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Fostered positive work environment, leading by example and encouraging open communication among team members.
- Reduced customer complaint resolution time with streamlined process for addressing and logging issues.
- Completed bi-weekly payroll for 20 employees.
Dispatcher
Professional Choice Answering Service
Fredericksburg, VA
01.1997 - 03.2000
- Implemented process improvements that reduced turnaround times for patient pickups and drop-offs.
- Maintained accurate records of dispatch activities, contributing to compliance with regulatory standards and internal audits.
- Resolved scheduling conflicts swiftly by reassigning resources, ensuring uninterrupted service during peak demand periods.
- Developed communication protocols with drivers to enhance coordination and improve overall operational effectiveness.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
Education
CNA
Cleveland Community College
Shelby, NC06-2005
GED -
Stafford High School
Stafford, VA06.1999
Skills
- Route planning
- Incident reporting
- Logistics management
- Geographical expertise
- Scheduling expertise
- Customer service
- Time management
- Multitasking and organization
- Prioritizing calls
- Active listening
- Verbal and written communication
- Dispatching procedures
- Decision-making
- Dispatch coordination
- Data entry
- Stress tolerance
- Route navigation
- Customer relationship management
- Dispatching field personnel
- Traffic monitoring
- Emergency protocols
- Typing speed 60 WPM
Timeline
Dispatcher Coordinator/Administrative Assistant
I.C.E. Heating and Cooling
08.2025 - Current
Dispatcher
Lifecare Medical Transports LLC
07.2023 - 08.2025
Customer Service Supervisor
RC Lees Carpet One
05.2000 - 09.2003
Dispatcher
Professional Choice Answering Service
01.1997 - 03.2000
GED -
Stafford High School
CNA
Cleveland Community College