Summary
Overview
Work History
Education
Skills
Timeline
Generic

Matalie Mack

Decatur,GA

Summary

Dedicated Workforce Administrator and Technical Support Specialist with 10+ years of experience managing complex systems and delivering exceptional service in high-pressure environments. Adept at interpreting and streamlining processes across dispatch, security, and workforce management platforms such as Kronos, Avigilon, CAD, and Paxton. Proven leader with a passion for training, process improvement, and cross-functional collaboration. Seeking to leverage technical acumen and interpersonal strengths in a customer and product support role with growth opportunities.

Overview

11
11
years of professional experience

Work History

Workforce Administrator

Metro One LPSG
Atlanta, GA
12.2023 - Current
  • Provide first-line support by entering schedule exceptions and system updates in Kronos, Tableau & WFM systems
  • Deliver real-time associate performance data and scheduling insights to leadership teams
  • Maintain and audit exception documentation for accuracy and compliance
  • Serve as liaison between workforce operations and Fusion Center leadership for capacity planning & immediate changes in scheduling
  • Served as a liaison between management and staff to address concerns or questions regarding company policies or procedures.
  • Maintained accurate personnel records in compliance with state and federal regulations, safeguarding employee privacy rights.

Transportation Dispatch Supervisor

Newrest LLC
10.2022 - 08.2023
  • Supervised team operations in a fast-paced logistics environment, tracking drivers via GPS
  • Delivered accurate dispatching and problem resolution under tight aviation service deadlines
  • Trained and coached team on compliance with FDA, USDA, DOT, and OSHA regulations
  • Partnered with managers on incident investigation and dispatch performance reviews
  • Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
  • Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved.
  • Directed dispatching, routing, and tracking of 30 fleet vehicles.

Site Supervisor /Dispatch Operations Manager

Allied Universal Security
Atlanta, GA
01.2020 - 10.2022
  • Managed a 27-person team, overseeing training, scheduling, and site operations
  • Maintained digital and physical access control via Paxton & Avigilon platforms
  • Created SOP's , training guides, and managed site-wide communications
  • Trained new team members on site policies and procedures.
  • Maintained records and logs of work performed and materials and equipment used.
  • Developed work schedules for team members to maximize shift coverage.
  • Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
  • Delivered technical and client-facing support while upholding service quality standards

911 Dispatcher

Chatcomm 911 / IXP Corporation
Sandy Springs
09.2019 - 12.2019
  • Provided front-line emergency support, translating information into CAD systems
  • Offered crisis intervention and real-time emergency medical instructions
  • Operated radio and alert systems while coordinating multi-agency dispatches
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.

Dispatch Supervisor / Console Operator

Allied Universal Security
06.2014 - 08.2019
  • Coordinated dispatch operations and logged incident reports in secure facilities
  • Responded to duress alarms and collaborated with public safety and emergency teams
  • Supervised team of 5 employees and provided training focused on maximizing overall performance.
  • Conducted regular audits on dispatcher call logs, identifying discrepancies and recommending corrective actions when necessary.
  • Championed safety protocols within the dispatch department, conducting regular reviews of procedures and ensuring adherence to established guidelines at all times.

Education

Pharmacy Technician Certificate - Vocational Certificate

American Professional Institute
Decatur, GA
09.2012

Bachelor of Science - Elementary Education

Clark Atlanta University
Atlanta, GA
09-2009

High School Diploma -

Avondale High School
Avondale Estates, GA
05.2006

Skills

  • Customer Support & Troubleshooting
  • Workforce & Schedule Management (Kronos, WFM)
  • Dispatch & Call Center Operations (CAD, Radio Pro Dispatch)
  • Team building
  • Training development
  • Recruitment and selection
  • Risk management
  • Workforce planning
  • Performance evaluation expertise
  • Staff development
  • Retention strategies
  • Team morale building
  • Access Control (Paxton, Avigilon)
  • Process Optimization & Documentation
  • Microsoft Office Suite & Excel
  • Training & Team Leadership
  • Real-Time Problem Solving

Timeline

Workforce Administrator

Metro One LPSG
12.2023 - Current

Transportation Dispatch Supervisor

Newrest LLC
10.2022 - 08.2023

Site Supervisor /Dispatch Operations Manager

Allied Universal Security
01.2020 - 10.2022

911 Dispatcher

Chatcomm 911 / IXP Corporation
09.2019 - 12.2019

Dispatch Supervisor / Console Operator

Allied Universal Security
06.2014 - 08.2019

Pharmacy Technician Certificate - Vocational Certificate

American Professional Institute

Bachelor of Science - Elementary Education

Clark Atlanta University

High School Diploma -

Avondale High School

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