Jamie Meilicke
Wonder Lake
Summary
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and make adjustments to policies and procedures. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Dispatcher Supervisor
Pace Bus
Des Plaines, IL
05.2025 - Current
- Oversaw daily dispatch operations, optimizing routes to enhance service efficiency.
- Managed a team of dispatchers, providing training and mentorship to improve performance.
- Analyzed operational data to identify trends, recommending strategies for improved service delivery.
- Coordinated emergency response protocols, ensuring swift action during service disruptions or incidents.
- Assist with Payroll.
- CDL with Air Brake and Passenger Endorsements.
Call Center Manager
Transdev
McHenry, IL
03.2022 - 04.2025
- Collected and analyzed call center statistics, and customer service metrics.
- Led monthly team meetings to review performance, set targets and motivate staff.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Determined quality assurance benchmarks and set standards for improvement.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Developed quality employees within call center to take over leadership positions.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Managed 16 Customer Service Representatives answering 500-2300 customer calls per day.
Lead Dispatcher
First Transit
McHenry, IL
05.2017 - 03.2022
- Managed 5 dispatchers while leading and delegating job assignments, tracking project status, and resolving issues to maximize productivity.
- Sent out drivers to assist daily callers based on locations, needs and worker availability.
- Evaluated and adjusted over 30 routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Tracked and reviewed charts, graphs, schedules and other statistics to maximize on-time performance, minimize customer wait times and service disruptions.
- Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction by 98%.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 30 fleet vehicles.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Monitored vehicle locations to coordinate timely arrivals.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Recorded and secured archives of customer requests, services performed and other dispatch information to maintain accurate records and appropriate filing systems.
Warehouse Team Leader
Peapod
Lake Zurich, IL
01.2013 - 03.2017
- Double checked records, daily reports, and inventory transactions to identify and correct variances.
- Supervised warehouse operations by managing employees during shifts.
- Oversaw daily operations and shipping and handling processes.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Acted as liaison between company departments and warehouse teams.
- Trained employees on equipment operation and safety protocols.
- Monitored performance and safety practices of 500-person warehouse staff.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
- Promoted safety policies and practices among personnel, enforcing appropriate handling and use of equipment and products.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Built motivated warehouse team to consistently accomplish operations goals and exceed performance targets.
- Picked and packed order items.
- Kept work areas neat, clean and free from debris.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Moved merchandise using forklifts, pallet jacks and hand trucks.
Assistant General Manager
Rosati's Pizza
McHenry, IL
02.1995 - 01.2013
- Motivated, trained, and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Negotiated contracts with vendors to acquire competitive prices and quality products.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
Education
High School Diploma -
McHenry West Campus
McHenry, IL06.1997
Skills
- Documentation Expertise
- Employee Engagement
- Special Assignments
- Project Planning
- Employee Performance Reviews
- Maintaining Clean Work Areas
- Constructive Feedback
- Motivational Leadership
- Individual Sessions
- Professional Relationships
- Call Center Technology
- Hiring Oversight
Additional Information
Forklift Certified
Health and Sanitation Certified
CDL with Air Brake and Passenger Endorsements
Certification
- Team Leader Training
Timeline
Dispatcher Supervisor
Pace Bus
05.2025 - Current
Call Center Manager
Transdev
03.2022 - 04.2025
Lead Dispatcher
First Transit
05.2017 - 03.2022
Warehouse Team Leader
Peapod
01.2013 - 03.2017
Assistant General Manager
Rosati's Pizza
02.1995 - 01.2013
High School Diploma -
McHenry West Campus