WILLIE STEPHENS
**** ********* **** *******, ***** 77040 Phone: 936-***-**** acqf49@r.postjobfree.com
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Summary of Qualifications
** ***** ** ********* *********** in key supervisory, HVAC Dispatching, customer
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service, and support roles.
Expert in dispatching, customer care, communications, problem solving, relationship
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building and user training and support.
MS Office “power-user” with additional proficiencies in assorted databases.
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Expert in the technical, conceptual, and content development of call centers. Proven ability
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to drive record-high marketing campaign response-rates and execute successful quotas.
Relevant Skills
Management Proficiency Training & Development
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Familiarity with HVAC Technology & Conflict Resolution & Complaint
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Terminology Handling
Motivational Leadership & Decision Project Management &
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Making Development
Reporting, Documenting for Organizational Skills, Data Entry
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Invoices & Attention to Detail
Exhibiting World Class Customer
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Service
Professional Experience
JOHN MOORE - HOUSTON, TX
HVAC Dispatcher, April 2013 to May 2014
Key Responsibilities:
Receive dispatched work orders for HVAC service calls via email, phone and fax orders.
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Dispatch work orders to the field techs according to priority; Report work order status as
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required by HVAC Manager.
Receive & review completed work orders from the field techs; Create invoice for completed
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work orders and send to Dispatch Manager.
Obtain quotes for equipment and or parts as needed for the field techs, Order
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parts and provide purchase orders to the vendors.
ARS - HOUSTON, TX
HVAC Dispatcher, anuary 2008 to December 2013
J
Key Responsibilities:
Responsible for informing customers of the progress of service operations while ensuring that
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technicians operate in a cost-effective fashion.
Maintained the work schedules for field technicians and assure that all customer commitments
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are met.
Made decisions to match each available technician to a job based on that technician's skill level
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and location.
XEROX COMMUNICATIONS - HOUSTON, TX
Cu
stomer Service Rep/Team Lead anuary 2005- December 2007
J
Key Responsibilities:
Fulfilled customer expectations by providing end-users with information and problem resolution;
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organizes user conferences; managing staff; manage customer escalations process
Provided performance evaluations; identifying/implementing strategies to improve profitability,
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productivity, and quality service
Presented unit data to associates; including call/fax volume, service results/issues, and operator
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stats
Assisted upper-level management in developing/implementing programs to motivate employees
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and stimulate a high sense of urgency in a team environment
CINGULAR WIRELESS (AT&T) – LITTLE ROCK, ARKANSAS
Customer Service Supervisor October 2000- November 2004
Key Responsibilities:
Successfully communicated and managed multiple groups of 20-50 customer service
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representatives on a daily basis
Communicated Call Center policies and procedures; including goal settings, standards, and
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benchmarks to evaluate agent performance
Maintained and enhanced customer service by organizing & evaluating service and delivery
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systems and procedures; supervising staff; recruitment for staff; team training; customer
satisfaction; team productivity; resolved customer complaints
Technology Summary
Multiple Company Data Bases, Software, Outlook, MS Office(Word, Access,
Software:
Excel, PowerPoint)
Education
Major: Mortuary Science
Red River Technical College
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