Mohsin Ali
Customer Services Representative - Dispatch
Lahore, Punjab,PB
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Dispatcher
Black Urban
Chicago, Illinois, USA
11.2023 - Current
- Directed dispatching, routing, and tracking of 100 fleet vehicles.
- Communicated with drivers and personnel to coordinate timely traveling of passengers.
- Collaborated with fellow dispatchers to maintain seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Trained new dispatchers on company protocols, contributing to well-prepared team of professionals.
- Taking calls from walk-in clients and booking reservations on spot.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
Dispatch Supervisor
D-Hoppers Pvt. Ltd
12.2021 - 11.2023
- Supervised team of 10 employees and provided training focused on maximizing overall performance.
- Collaborated closely with other departments within organization to optimize workflow processes across teams.
- Enhanced team productivity by providing ongoing training and support to dispatch staff.
- Conducted regular audits on dispatcher call logs, identifying discrepancies and recommending corrective actions when necessary.
- Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
- Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring best possible outcomes for all parties involved.
Dispatcher
Grey Solutions
09.2020 - 12.2021
- Collaborated with fellow dispatchers to maintain seamless workflow during shift changes.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Analyzed customer feedback and provided solutions to improve customer service.
- Reduced errors in dispatch logs by implementing thorough double-check system for all entries.
- Monitored vehicle locations to coordinate timely arrivals.
- Answered phone calls and responded to customer emails.
Customer Service Representative
Support Solutions
02.2020 - 09.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
BM Global
03.2019 - 02.2020
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Skills
Data Entry
Reliability
Active Listening
Microsoft Office
Excellent Communication
Professionalism
Quality Control
Team building
Dispatch software
Decision-Making
Problem-solving abilities
Multitasking
Customer Service
Education
Bachelor of Arts - Arts
University of Punjab
Lahore, Punjab, Pakistan 03.2020 - 10.2022
Timeline
Dispatcher
Black Urban
11.2023 - Current
Dispatch Supervisor
D-Hoppers Pvt. Ltd
12.2021 - 11.2023
Dispatcher
Grey Solutions
09.2020 - 12.2021
Bachelor of Arts - Arts
University of Punjab
03.2020 - 10.2022
Customer Service Representative
Support Solutions
02.2020 - 09.2020
Customer Service Representative
BM Global
03.2019 - 02.2020