Cynthia M. Knowles

*** *** *******, **** *******, MA 02132

Tel: 857-***-****

Email: g1d5kp@r.postjobfree.com

OBJECTIVE:

I am currently seeking a position where my knowledge, skills, and expertise in the home heating industry will facilitate

the continued growth and stability of my employer.

PROFILE:

I have been employed in the home heating industry for the past 25+ years. During that time, I have held virtually every

office position, including customer service, sales coordinator, appointment scheduler, overnight emergency contact, and

dispatcher for both oil and service.

I am a detail oriented, committed and dedicated employee. My priority has always been to best serve the customer, in a

timely and courteous manner, while adhering to company policy. I am proud of my record as a team player who interacts

well with others, including supervisors, technicians, administrative staff, customers, etc. My keen problem solving

abilities have benefited and satisfied both employers and customers.

WORK EXPERIENCE:

CK Smith Company, Worcester, MA

November 2008 - June 2011 (laid-off)

Expert Pest Control Leominster, MA

May 2005 - October 2008 (seasonal)

Peterson Oil, Worcester, MA

November 2005 - April 2008 (seasonal)

Buckley & Scott / The Oil Express (various offices)

June 1985 - April 2005

RESPONSIBILITIES: My duties have included

● opening the office, obtaining all overnight messages from the answering service, contacting the customers for

further information and instructions, and scheduling appointments depending upon the severity of the call.

● choosing the best suited technician for each job, according to his level of capability, his proximity to the job site,

and any specific customer request. Dispatching the job via two-way radio.

● constant monitoring of incoming calls throughout the day, making sure that the emergency calls are re-prioritized

to assure they are handled as such and timely service is dispatched.

● maintaining the department's payroll hours.

● contacting customers to schedule, cancel or re-schedule routine appointments, if emergency calls dictated so.

● answering calls to address any service or oil issues or concerns.

● processing requests for oil deliveries and dispatching those to the appropriate drivers via their hand-held devices.

● obtaining and processing credit card information to clear overdue balances.

● organizing and dispatching routes to delivery personnel according to degree days and K factors

● inputting customers’ delivery data into the computer to facilitate subsequent deliveries, and monitoring and

adjusting accounts daily as per the K Factor Exception Report, to assure future deliveries were made in a manner

which avoided unnecessary small deliveries, as well as run-outs.

● contacting new customers and setting up appointments to send a technician to assess the heating system and the

oil tank condition, before any deliveries could be made.

● maintaining the on-call list for the technicians and finding coverage should anything occur to leave an opening in

the schedule. Notifying managers, the answering service, other technicians and on-call drivers of the changes.

REFERENCES:

Provided upon request.

Contact this candidate