Usman H.

Coordinated logistics operations in 4 US states while managing a multi-driver fleet for medical sample transportation. Utilized Route Manager software for driver dispatch, GPS monitoring, route optimization, and compliance with time requirements for over 50 pickups each day. Assessed driver performance metrics including speed and adherence to routes through real-time tracking and breadcrumb analysis. Managed On Call driver requests via Jira, quickly dispatching drivers based on current demand. Ensured compliance with strict photo documentation for every pickup, generating operational reports for management. Communicated with drivers using 88 Calling Software to provide real-time instructions and resolve service issues promptly. Maintained priority for significant accounts like the University of Maryland, focusing on service reliability. Addressed GPS and application issues swiftly, coordinating with drivers for immediate troubleshooting. Proactively monitored traffic conditions to reroute drivers and avoid delays.

Oversaw daily transportation and dispatch functions, managing a team of over 15 drivers and handling 200+ customer requests daily. Led activities related to recruitment, onboarding, training, and performance assessment within the dispatch team to maintain service quality. Monitored and analyzed fleet performance metrics, introducing process enhancements that improved response times by 18%. Functioned as the primary contact for addressing customer complaints and service interruptions, successfully resolving 95% of issues on first contact. Collaborated with cross-functional teams to ensure timely deliveries and coordinated dispatch operations.

Managed execution of transportation projects, resulting in a 22% increase in team productivity. Recognized operational risks in dispatch workflows, implementing mitigation strategies that curtailed service disruptions by 30%. Produced comprehensive reports and operational analyses for executive review to support strategic planning initiatives. Oversaw timelines, resource distribution, and communication across various teams for multiple transportation projects.

Dispatched taxi drivers in real time using platforms such as iCabbi, Taxi Caller, and Autocab, efficiently matching drivers with customer requests. Handled high-volume inbound calls, addressing inquiries, complaints, and booking requests through phone, email, and chat. Monitored driver locations via GPS and provided customers with timely route updates for pickups and drop-offs. Compiled detailed dispatch logs and optimized driver assignments to reduce wait times by 25%. Resolved customer escalations effectively, achieving a 92% satisfaction rate through professional communication.