Mercy Fernandez
Phoenix
Summary
Dedicated professional with extensive experience in scheduling and dispatching. Known for strong problem-solving abilities and attention to detail, contributing to improved service quality and optimized operations. Prepared to leverage expertise in route management to drive organizational success.
Overview
20
20
years of professional experience
Work History
Scheduler
MV Transportation
Phoenix
05.2016 - Current
- Research and analyze scheduled trip requests to match them to routes that ensure timely pickup and drop-off.
- Ensure that On‑Time Performance (OTP) goals are met and that route schedules are adequate for timely service.
- Identify and correct schedule violations, on‑board violations, incorrect vehicle capacities, and trips outside the defined service area.
- Optimize batched trips to ensure they are assigned to the correct route.
- Use Trapeze scheduling software to create initial routes and make manual adjustments for improved performance.
- Direct day‑to‑day route operations and report to the Dispatch Manager.
- Communicate with drivers and clients regarding service issues.
- Manage multiple dispatching tasks.
- Maintain positive employee morale and quality customer service.
Reservationist
MV Transportation
Phoenix
07.2006 - 05.2016
- Answered passenger calls to efficiently collect trip information, ensuring adherence to response time standards.
- Provided system information to current, new, and potential passengers to help them access and use the transportation service effectively.
- Completed data entry for passenger files and specific trip requests, negotiating times as required.
- Conducted follow-up calls to inform passengers of schedule changes, enhancing communication and service satisfaction.
- Communicated effectively with operations staff on scheduling or passenger issues.
- Maintained accurate passenger records in customer database; updated essential details to support effective service delivery.
Education
High School Diploma -
Summit High School
Phoenix, AZ05-2006
Skills
- Dispatch support
- Customer service
- Communication skills
- Time management
- Schedule optimization
- Effective multitasking
- Team collaboration
- Effective communication
- Problem solving
Timeline
Scheduler
MV Transportation
05.2016 - Current
Reservationist
MV Transportation
07.2006 - 05.2016
High School Diploma -
Summit High School