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Work Background
Shaffer TruckingOperations Asset Manager / Driver Manager
Jan. 2022 - Sep. 2025United States, Marietta• Managed and supported multiple teams of drivers, optimizing productivity and ensuring timely delivery of goods, which improved customer satisfaction
• Sought out resolutions and created plans using AS400 to rescue late shipments, reducing delivery delays and maintaining client trust
• Served as liaison between drivers and Customer Service Representatives, keeping customers updated on shipment status, which enhanced communication and reduced customer inquiries.
Lane BryantSales Associate
Apr. 2019 - Oct. 2020Kennesaw, GeorgiaInteracting with customers, assisting them with finding clothing and accessories, providing information about products and sales, organizing and keeping a clean, organized storefront.
Cobb County 911Quality Assurance Partner
Mar. 2003 - Nov. 2022United States, MariettaQuality Assurance Partner, December 2018-Nov 2022
• Tested functionality and compatibility of new programs and updates, ensuring seamless integration with existing applications and enhancing system reliability
• Audited and reviewed 100-125 calls per week to ensure compliance with policy, procedure, and performance metrics, leading to improved call handling efficiency
• Conducted weekly one-on-one sessions with ~75 dispatchers and supervisors, driving individual and departmental improvements in communication and performance
• Fostered open communication across the company resulting in shorter hold times, quicker dispatches, and increased satisfaction scores.
• Collaborated with the team to close gaps and build trust with shift supervisors and dispatchers, which led to improved teamwork and more efficient operations
Shift Supervisor, December 2009-December 2018
• Cultivated a performance-oriented culture with motivated employees by recognizing and celebrating individual successes.
• Established efficient employee schedules and delegated tasks to capitalize on individual strengths and meet operational needs.
• Conducted regular evaluations of employee skills and knowledge, providing training and mentorship as needed.
• Prepared and presented performance metrics for monthly and quarterly business reviews to leadership, facilitating informed decision-making and strategic planning
Public Safety Dispatcher and Training Officer, March 2003-December 2009
• Received and managed public emergency and non-emergency calls, prioritizing response for police, fire, and EMS units in real-time environments.
• Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
• Onboarded and trained new dispatchers to uphold policies and deliver professional services, aligning with our commitment to excellence.
• Created individual success plans for team members and meticulously documented their progress toward established goals and outcomes.
• Successfully trained approximately one dozen employees during my tenure, all of them graduating to leadership roles
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