Omondi

REBECCA OMONDI

[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
Dispatcher | Logistics & Customer Support Specialist

PROFESSIONAL SUMMARY

Detail-oriented Dispatcher with 3+ years of experience coordinating drivers,
managing real-time operations, and ensuring timely deliveries. Skilled in driver
communication, route planning, and resolving on-road issues efficiently. Strong
background in customer support, CRM systems, and maintaining accurate dispatch
records. Known for staying calm under pressure, supporting drivers proactively,
and improving service quality through collaboration.

CORE SKILLS

• Driver Dispatch & Route Coordination
• Communication with Drivers, Brokers & Clients
• Real-Time Problem Solving & Driver Support
• DOT Compliance Awareness & Safety Standards
• CRM & Dispatch Record Management
• High-Volume Operations Handling
• Conflict Resolution & Customer Support
• Process Improvement & Team Collaboration

TOOLS & TECHNOLOGIES

CRM & Systems: Zendesk, HubSpot, Salesforce, Zoho CRM
Communication: Slack, Microsoft Teams, Zoom
Productivity: Google Workspace, MS Office, Asana, Trello
Support Tools: Freshdesk, Intercom, Gorgias

PROFESSIONAL EXPERIENCE
Truck Dispatcher (Remote)

TalentPop | Nov 2023 – March 2026

• Coordinated dry van deliveries from pickup to destination, ensuring timely
and efficient transportation.
• Maintained constant communication with drivers, providing navigation
support and resolving on-road issues in real time.
• Assisted drivers with route adjustments, delays, and unexpected challenges
to ensure successful deliveries.
• Communicated with brokers and clients regarding delivery updates, delays,
and scheduling changes.
• Monitored dispatch activities and ensured compliance with DOT regulations
and safety standards.
• Maintained accurate and detailed records of all dispatch activities, including
routes, driver updates, and delivery status.
• Collaborated with other dispatchers to improve service quality and optimize
workflow efficiency.
• Proactively identified and resolved operational issues to minimize
disruptions and delays.

Customer Support Specialist (Remote)

TalentPop | Nov 2023 – March 2026

• Managed high-volume Zendesk tickets related to orders, payments, and
service inquiries.
• Maintained accurate customer records and ensured all interactions were
properly documented.
• Coordinated with internal teams and operations to resolve customer concerns
quickly.
• Supported logistics-related inquiries, including delivery updates and issue
resolution.
• Created and improved SOPs to streamline support and operational
workflows.

Customer Support Agent (Remote)
Majorel Kenya | Sep 2022 – Sep 2023

• Handled high-volume inbound and outbound communication via calls and
chat.
• Assisted customers with billing, service issues, and account inquiries.
• Maintained accurate CRM records and ensured data integrity.
• Resolved escalations professionally, improving customer satisfaction.

Admissions Counselor (Remote)

Atlantic International University | Jan 2022 – Aug 2022

• Managed outbound calls and coordinated communication between
departments.
• Verified payments and ensured accurate onboarding records.
• Maintained detailed CRM updates and prioritized urgent requests.

Tele-calling Agent

Tala Kenya | Nov 2020 – Dec 2021

• Conducted outbound calls for payment follow-ups and account resolution.
• Negotiated repayment plans and resolved disputes.
• Maintained accurate records of all customer interactions and payment
activities.

Customer Service Executive (Remote)

Greenlight Planet | May 2018 – Sep 2020

• Managed high-volume inbound calls and supported operational workflows.
• Verified customer details and supported dispatch-related coordination.
• Followed up on payments, invoices, and service delivery updates.
EDUCATION

B.A. Economics & Sociology
Chuka University, Kenya

CERTIFICATIONS

• Customer Service Specialist – Mangtas
• Time Management for Virtual Assistants – Udemy