Lacey Oliver

Experienced dispatcher and customer service professional with over 20 years of experience in high-volume customer service, call handling, dispatch coordination, roadside assistance, towing operations, and administrative support. Skilled at answering and prioritizing inbound calls, determining emergency versus non-emergency situations, accurately recording call details, coordinating personnel and vehicles, and communicating information quickly and professionally. Strong multitasker with experience using dispatch software, CRM systems, GPS and mapping tools, Microsoft Office, QuickBooks, and multiline phone systems.

Known for active listening, patience, empathy, problem-solving, and maintaining accuracy in fast-paced environments.

Crew Member / Customer Service at McDonald's (2022-09 – 2026-05)

• Provided fast, courteous, and accurate customer service in a high-volume environment.
• Took customer orders promptly and accurately while maintaining a professional and friendly approach.
• Processed customer transactions and handled cash and payment responsibilities.
• Prepared beverages and worked in the coffee station while maintaining accuracy and speed.
• Performed expo responsibilities for both drive-thru and front-counter orders.
• Worked on the production line, grill, and food preparation areas as needed.
• Successfully adapted to changing priorities and multiple responsibilities during busy periods.
• Maintained attention to detail and accuracy while working under time-sensitive conditions.
• Communicated effectively with team members to keep orders moving efficiently.

Dispatcher / Call Center Representative at Answer Centre of LA (2014-06 – 2022-08)

• Answered high volumes of inbound calls promptly and professionally.
• Gathered accurate information from callers and documented messages clearly and completely.
• Determined whether calls were emergency or non-emergency situations and prioritized them appropriately.
• Dispatched calls accurately and efficiently to the appropriate personnel or on-call representative.
• Relayed detailed and time-sensitive information to ensure personnel had the information needed to respond.
• Connected callers with the appropriate personnel or department based on their needs.
• Maintained accurate call records and ensured calls were properly documented.
• Updated customer accounts with current contact information and dispatch details.
• Answered basic customer questions and provided accurate information about available services.
• Worked toward first-call resolution by listening carefully, identifying customer needs, and providing appropriate assistance.
• Used empathy, patience, and active listening when handling difficult or time-sensitive calls.
• Managed multiple calls and competing priorities while maintaining accuracy and professionalism.

Dispatcher / Customer Service Representative at K Towing (2003-05 – 2014-05)

• Managed a multiline telephone system and handled incoming customer and company calls.
• Scheduled tow trucks for roadside assistance, impound requests, and customer towing needs.
• Coordinated towing services and communicated job details to appropriate drivers.
• Verified vehicle ownership documentation and required paperwork.
• Clearly explained towing, impound, and storage requirements and fees to customers.
• Processed impound, storage, and towing service payments.
• Balanced daily receipts and maintained accurate payment records.
• Provided professional customer service while handling stressful roadside and towing situations.
• Maintained accurate records and communicated information between customers, drivers, and company personnel.
• Prioritized calls and service requests based on urgency and operational needs.

High School – Destrehan High (2003)