Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Panika Allen

Indianapolis

Summary

Driven Senior Distribution Dispatcher with excellent leadership and problem solving abilities, Highly organized and proactive with a solid understanding of scheduling actions, adjusting routes, and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.

Overview

11
11
years of professional experience

Work History

Senior Distribution Dispatcher

Citizens Energy Group
12.2021 - Current
  • Receive new orders, prepare documentation, and assign personnel
  • Document service outages and initiate customer notifications through the Admin Tool
  • Facilitate communications between customers and field personnel to answer questions or resolve concerns
  • Initiate contact with outside agencies during various emergency events, including the fire department, health department, and other utilities
  • Assist in resolving customer complaints and grievances.
  • Documented safety action plans, quality initiatives and team performance into the computer system.

Distribution Dispatcher

Citizens Energy Group
06.2019 - Current
  • Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer
  • Managed customer expectations by clarifying needs, identifying options and recommending services and resolutions
  • Navigate through computer systems to review information and respond appropriately to callers
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
  • Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis

Telecommunications Control Operator

City Of Indianapolis Department Of Metropolitan Development
07.2017 - 10.2019
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
  • Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
  • Used specialized software to track and maintain case incident numbers and logs.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Read system maps and caller information, and documented details in system.

Emergency Communications Dispatcher

City Of Indianapolis Department Of Metropolitan Development
01.2013 - 01.2019
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses
  • Questioned callers to determine the nature of problems and locations to direct the type of response needed
  • Routed calls to police, fire, and ambulance service to meet individual call needs
  • Read system maps and caller information, and documented calls in the system
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.

Front End Customer Service Representative

Classic Cleaners
01.2013 - 01.2013
  • Greeted customers, helped locate merchandise and suggested suitable options
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies
  • Answered questions about store policies and addressed customer concerns
  • Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention.

Inbound Call Center Representative

Stericycle
01.2012 - 01.2013
  • Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer
  • Followed company policies and scripts to ensure that call time and quality standards were met on a consistent basis
  • Provided exceptional customer service to every customer by leveraging extensive product and service knowledge and creating a warm, welcoming environment
  • Met or exceeded expectations by clarifying needs, identifying options and recommending products and services
  • Offered resolutions to de-escalate calls and solve customer issues.

Education

B.S - Political Science

University of Indianapolis

Skills

  • Customer Service Competencies:
  • MS Office (Outlook,Teams, Word, Excel, PowerPoint,), Google
  • Drive (Sheets, Docs, PowerPoint)
  • Written and Verbal Communication
  • Inbound and Outbound Calls
  • Systems and Software Programs
  • Dispatching Field Personnel
  • Informative Intake
  • Data Entry
  • Multitasking Abilities

Timeline

Senior Distribution Dispatcher

Citizens Energy Group
12.2021 - Current

Distribution Dispatcher

Citizens Energy Group
06.2019 - Current

Telecommunications Control Operator

City Of Indianapolis Department Of Metropolitan Development
07.2017 - 10.2019

Emergency Communications Dispatcher

City Of Indianapolis Department Of Metropolitan Development
01.2013 - 01.2019

Front End Customer Service Representative

Classic Cleaners
01.2013 - 01.2013

Inbound Call Center Representative

Stericycle
01.2012 - 01.2013

B.S - Political Science

University of Indianapolis

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Panika Allen