Lead Commercial Dispatcher (HVAC Service) at Tom's Mechanical
- Schedule service, preventive maintenance, and quoted repairs for field personnel.
- Assign technicians to incoming service requests based on priority, location and expertise and manage the workload of assigned technicians to maximize efficiency and productivity.
- Familiar with Service Titan & Housecall Pro
- Serve as the primary point of contact for customers, handling inquiries and complaints. As well as keep customers informed about job status and requirements.
- Monitor and follow-up after-hours calls and ensure customer issues are solved promptly.
- Prepare daily invoices and send them to the customer in a timely manner, renew planned maintenance agreements and send out monthly billings for agreements.
- Order parts with purchase order numbers and receive and complete them daily, as well as pre-order filters for the upcoming preventive service appointments.
- Maintain and update customer information and service records in a database.
Lead Residential HVAC Dispatcher at Lee Air Services - Owned by The Chill Brothers (2024-06 – 2024-12)
- Schedule and dispatch workers, work crews, equipment and service vehicles to appropriate locations according to customer requests, specifications and needs and monitor their route and status to coordinate and prioritize their schedules.
- Prepare daily invoices, service contracts, schedules, repairs, installs, part orders, maintenance calls and service calls.
- Assist customers with product information, pricing, and availability.
- Answer incoming calls and input customer information in a computer-based documentation system.
- Communicate effectively and efficiently with customers to address any concerns, questions or requests as well as troubleshoot and resolve any potential issues that may arise.
- Keep accurate records and update customer files by scanning and indexing documents.
Customer Service Representative/Accounts Receivable at GM Financial (2020-07 – 2024-06)
- Handled 50+ customer interactions per day, giving detailed, personalized, friendly and polite service to ensure customer retention and satisfaction.
- Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase sales.
- Collected source data such as customer names, addresses, phone numbers, credit card information and entered data into customer service software.
- Managed customer returns and complaints with an understanding and professional demeanor, increasing customer brand loyalty.
- Escalated calls to supervisor when necessary and appropriate.
- Demonstrated exceptional communication and organizational skills and maintained relevant documents and files.
- Trained new employees in customer service script recitation, conflict and data entry practices.
- Frequently attended educational seminars to improve knowledge and performance level.
- Maintained a 90% customer service satisfaction rating for two years, 20% higher than the company's average.
Restaurant Manager at Fixe Southern House (2018-01 – 2020-07)
- Hired, trained and coached 50+ staff members on customer service skills, food and beverage knowledge and improved efficiency, sequence of service and table turn times in all dining outlets to achieve a gain in daily covers with zero additional labor or overhead costs.
- Reduced variable costs through together controls on overtime expenditures and inventory waste.
- Consistently exceeded monthly goals by training front of house staff on upselling techniques and creating a featured food and beverage program and managed ordering food, supplies and beverages and increased the profit margin of select menu items by switching to a local supplier with lower ingredient costs.
- Increased customer engagement on company social media accounts through interactive promotions and contests.
- Awarded top district honors for maintaining high sales.
- Administered payroll, completed paperwork, wrote schedules, managed deposits and produced monthly reports detailing sales trends and forecasts.
Server at Pacific Table (2016-12 – 2018-01)
- Maintained detailed knowledge of menu items and ingredients to drive sales. Presented and explained specials, offered information and made suggestions about the menu.
- Ensured an enjoyable and elegant experience for the customer both during lunch and dinners and served a high volume of customers and was entrusted with important clients and large groups.
- Upsold wines, liquors, and five course meals with professional appearance and mannerism and anticipated guest needs while utilizing excellent communication and time management skills.
- Trained new staff members to follow duties assigned.
- Performed duties of bussing, resetting of tables, delivering items to the guest, cleaning of food and beverage prep areas to create better efficiency and was responsible for opening and closing duties to open and close the dining room and kitchen for service.
Server at Pappadueax Seafood Kitchen (2015-08 – 2016-12)
- Executed daily menu presentation along with daily features to drive sales and share distinguished knowledge of certified Angus prime beef and gourmet fish items.
- Anticipated and fulfilled guest needs and requests by following proper plate presentation and garnish set up details and providing wine presentations and meal recommendations.
- Worked within a team environment to coordinate guests' entire dining experience and collaborated with the kitchen through POS and verbally to maximize customer satisfaction.
- Served a high volume of customers in a fast-paced setting with a professional appearance and mannerism and was entrusted with important clients and large groups while ensuring fast and accurate guest check out with cash, credit card, or check according to procedure.
- Awarded lead server with the top food and wine sales in the district.
