1. Dena Robertson
770 Gordon Smith Blvd #8
Hamilton, OH 45013
513-816-6807 cell 513-805-7866 home
dena_robertson@yahoo.com
Summary:
Strong interest and qualifications for position as dispatcher and customer service representative
Strong interpersonal skills, able to develop and immediate rapport and interface with customers and staff on the phone and
email
Friendly and enthusiastic with effective listening skills, extensive experience resolving problems and customer service
issues
Able to prioritize and complete multiple tasks
Record of excellent job performance and employer satisfaction
Efficient in Microsoft Office (Word and Excel), Microsoft Windows, Microsoft Outlook, Mainframe, ICM, Kana, AS400,
DBS, Schedule Dispatch-Click, Navigator and Leo (SAP)
Employment:
Spectra Force Technologies Inc. (Coca-Cola) Fairfield, OH
Delivery Route Planner June 2016 to Present
 Ensure proper order assignment, verify and make corrections to orders in the RoutePlanning system
 Create assignment of orders to a delivery route and perform customer maintenance in Leo to accommodate movement
between route types
 Utilize planning software(AS400 and Leo) to plan correct number of delivery routes based on the orders necessary to
meet the business requirements
 Utilize current Leo, to complete theroute planning process
 Communicate to distribution management that routing is complete
 Utilize load building software to ensure all products from planned routes will fit properly to assigned vehicles
DNA Diagnostics Center Fairfield, OH
Client Services Representative April 2014 to June 2016
 Meet personal/team sales targets and call handling quotas
 Handled complaints, provide appropriatesolutions and alternatives within the time limits and follow up to ensure
resolutions
 Took the extra mile to engage customers and follow communication procedures, guidelines and policies
Aero Fulfillment Fairfield, OH
Customer Service Representative October, 2014 to March, 2015
 Resolved 100% customer complaints via phone, email, mail, or social media
 Attempted to persuadecustomer to reconsider cancellation
 Assisted with placement of orders, refunds, or exchanges
SGS North America Cincinnati, OH
Regional Dispatcher February 2014 to August, 2014
 Directed activities related to dispatching (Southern Region), routing, and tracking Lease Units
 Planned, organized and managed thework of subordinate staff to ensure that the work is accomplished in a manner
consistent with organizational requirements
 Served as contact persons for all workers within assigned territories FL, GA, VA, SC, NC, AL LA, TX, MS & NM
Authorized Commercial Equipment Service Winston-Salem, NC
Dispatcher December 2012 to August 2013
 Relayed work orders, messages and information to and from work crews, supervisors and field in inspectors using
telephones and two-way radios
 Conferred with customers and supervising personnel in order to address questions, problems and requests for service
and equipment
 Scheduled and dispatched workers, work crews, equipment and service vehicles to appropriatelocations according to
customer requests, specifications and needs, using radios and telephones
Macy's The Street of South Point Durham, NC
Coach Handbag Specialist/Customer Service September 2010 to November 2012
 Worked hand and hand with Coach Specialist
 Assisted customers with placement of domestic and international orders, up selling and cross selling for macys.com
 Familiar with the formal and informal department, by creating, validating and analyzing and maintaining various Call
Center related reports

2. Frame USA Cincinnati, OH
Customer Service Representative July 2007 to July 2009
 Responded to inbound telephone calls from customers regarding sales and order status of their internet purchases
 Received incoming and made outgoing calls regarding shippingand billing issues while viewing and updating account
information online
 Answered and resolved issues such as payments, returns, and sales using excellent customer service skills
Exel Logistics Cincinnati, OH
Operational Clerk/Dispatcher October 2001 to May 2007
 Scheduled and dispatched work crews, equipment, and service vehicles to appropriatelocations as specified by
customers
 Recorded and maintained files and records of customer's request, work or services and ensured timely movement of
trailers according to orders
Education:
Princeton High School Sharonville, OH
Diploma