Scott Wickes Email & Phone Number

Bellevue, Washington, United States

• Led emergency road service dispatch technology dept. for a membership club with 1.3 million members.• Worked autonomously and collaboratively with internal departments and external partners on research & development, system configuration and optimization, and user acceptance testing for in-house developed and enterprise customer relations management, call receiving, and dispatching systems and integrations.• Collaborated with multiple teams on emergency road service policies and membership terms and conditions.• Worked in partnership implementing 4 separate dispatch systems providing route planning for 640,000 emergency road service events annually.• Developed vehicle breakdown triage scripting for the call center agents to determine emergency road service requirements to ensure the correct service vehicle is dispatched the first time.• Configured, and administrated multiple automated routing modules for major metro areas that automatically assigned emergency road service calls based on location and emergency road service requirements.• Configured, integrated, and administrated an automated voice and SMS text callout system to keep members informed of changes to their emergency road service requests including estimated time of arrival.• Developed dispatch and driver application training and provided onsite and video conferencing training for over 130 contracted service provider companies including over 600 dispatchers and drivers.• Traveled throughout the club territory to advance technology adaptation by contracted service providers, troubleshooting technology issues, train the dispatcher and driver applications, and support the club’s policies and initiatives.• Managed to budget, configured, and supported over 500 mobile devices, including using mobile device management software tools.• Provided 24/7/365 technical support for dispatching systems and mobile technology.

Bellevue, Washington, United States

• Managed emergency road service dispatch department comprised of 1 supervisor and 18 dispatchers.• Recruited, interviewed, and selected employees in compliance with hiring practices and minimum standards of qualification.• Addressed coaching opportunities with employees as needed, and held monthly one-on-one meetings, and annual performance evaluations.• Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.• Organized and coordinated dispatch training programs for new hires and refresher training for existing personnel to continuously promote company vision, values, culture, and objectives.• Conferred with customers to address questions, problems, and requests for service or special equipment.• Scheduled dispatch coverage based on historical and forecasted call volume and adjusted during peak service times or inclement weather, and during employee and equipment shortages.• Evaluated current operational processes to develop, implement, and improve practices.• Tracked key business indicators to maximize customer satisfaction, on-time performance, minimize customer wait times and service disruptions.

Bellevue, Washington, United States

• Managed 8.5 million cases per year distribution operation delivering product to supermarkets, convenience stores, restaurants, and vending.• Hired, trained, and evaluated 4 supervisors, 4 dispatchers, and 50 unionized, DOT-regulated, CDL delivery drivers to meet department targets.• Managed Worker's Compensation, Pro-active workplace, and vehicle safety programs.• Maintained DOT, OSHA, and State Industrial records, including accident prevention, investigation, and review to improve safety.• Implemented 3 new dispatch systems, resolved performance issues, and expanded processes to meet diverse needs.

Bellevue, Washington, United States

• Supervised 50 union CDL drivers and deliveries to supermarkets, convenience stores, restaurants, and vending machine servicing.• Supervised the pre- and post-trip inspection of delivery trucks and trailers, and their maintenance and repair.• Supervised the check-out and check-in process for each load.• Coordinated the re-loading of trucks and/or trailers for secondary loads with warehouse personnel. During busy times a single driver could have from 1-4 loads to deliver in one shift.• Performed audits on delivered loads and vending machines.

Bellevue, Washington, United States

• Manual route planning of deliveries based on number of stops, volume, customer requirements, driver qualifications, geographic location, and DOT regulations.• Created organized product pick lists for the warehouse to build the loads. This ensured the product fit on the truck or in the trailer, weight was evenly distributed, and minimized driver safety risk.• Supervised 1 dispatch assistant.

Accounting And Business/Management

Activities and Societies: Track and Field: Javelin, Sigma Chi Fraternity

Accounting And Business/Management

Activities and Societies: Track and Field: Javelin, Sigma Chi Fraternity