Dorothy Bartlett Email and Phone Number

Supervisor of Dispatch and Customer Service

Assisted Area Operations Manager with the setup of the new department.Ability to work unsupervised, as well as flexible with schedule to come in early for meetings and trainings.Scheduled OSP (Outside Plant) ride outs for current TOC team to see how plant works in relation to their jobs.Set up SMB (Small Medium Business) program and monitored on a daily basis, while reporting to our EVP. Ensure that we meet our SLA (Service Level Agreement) on all tasks.Monitored and coached calls back to team members to ensure all are following policy and procedure and the customer has an "Optimum" experience with our reps.Did weekly and overtime schedule as well as ensuring that payroll was correct for the 34 team members.

Kept Nassau Field Service in compliance with ELT / SRO’s.•Ability to handle escalated calls for upper management and sent detailed emails with resolution for the issue.•Work Mis-pointed Jobs Report on a nightly basis.•Answered emails regarding Sooner Dates for the Nassau Quota mailbox.•Ability to work unsupervised.•Ability to be flexible with schedule to come in early for meetings and trainings.•Volunteer to work additional holidays due to limited staffing.•Volunteer to work additional hours if no lead coverage for night staff.•Willingly went on queue, worked Nextmail, answered SPOC calls, ETA / Go-back board, dispatched OV4B techs.

Willingly went on queue, worked Nextmail, answered SPOC calls, ETA / Go-back board, dispatch OV4B techs.•Kept Nassau Field Service in compliance with ELT / SRO’s.•Created Avoidable Truck Roll Report to send to Call Centers for coaching.•Created Non-Repeat Visit Report to send to Call Centers for coaching.•Work Mis-pointed Jobs Report on a nightly basis.•Scrub future pending T/C’s for missing 200 codes and removing 400 codes when not needed.•Ability to work unsupervised.•Run Global Connect Report and cancel T/C’s on a nightly basis.•Ability to be flexible with schedule to come in early for meetings.•Volunteer to work additional holidays due to limited staffing.•Volunteer to work additional hours if no lead coverage for night staff.

Was instrumental in developing the Masters program and continued changing the program to ensure the New •Hires were given as much information and training.•Effectively handled up to 3 new hire classes at one time, coaching, mentoring and up training. •I oversaw 26 New Hire Classes in 2007.•Flexible with schedule to accommodate the new hire classes including 9:30a-6:00p, 11:30a-8:00p, 3:30p-12:00a •Did up training for the Call Center when Training Dept was short handed..•Was recently IDA trained.•I am detailed, organized and will present the supervisors with a complete and accurate profile of their new team members.•I am a positive reinforcement of all new changing policies and will communicate this to the new hires as well as the skill builders.•3 Skill builders that I coached and mentored won the Gold Award in March 2007.•Awarded the Shining Silver Star Award 3 times in the past 2 years.•Awarded the Bronze Award numerous times in the past 2 years.

Effectively manage a team of up to 32 employees ensuring compliance of company policies and procedures.•Ensure a team of Customer Service Representatives utilizes “Optimum Service” which results in increased customer satisfaction..•Coached, mentored, and trained 14 team members as they achieved advancement within the company.•Assisted the Staffing Department with numerous Open Houses’ to interview potential employees.•Assisted the Training Department with the Orientation Presentation for New Hires.•Assisted in the hiring of 11 new Senior Support Coordinators, 4 of which came from my team.•Took on the responsibility to mentor and assist new Seniors to ensure they all receive the same training.•Flexible with schedule was able to assist the Call Center to work the overnight shift on Saturday’s for 7 months.•Administer Corrective Actions, for failure to comply with Attendance Policies or Work Performance Issues.•Awarded “Melville Winners Circle Quality Performer” for Best YTD BPA score.•Awarded “Melville Winners Circle MVP Award” by co-workers.

Managed 60 agents while developing a team of supervisors and agents to achieve sales and operational goals.•Coordinated office operations and implement decisions to ensure compliance of company procedures and policies.•Performed key quality measurements of telephone presentation by monitoring and evaluating inbound calls, providing feedback and identifying training needs.•Coached supervisors and agents to achieve optimal performance and recognize accomplishments.•Developed contests and incentive programs to motivate agents and improve performance.