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Customer Service Sales

Durham, North Carolina, United States
February 12, 2018

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Carolina Diaz

Management, Coordinator and Leasing

Durham, NC 27704


Authorized to work in the US for any employer

Work Experience

Commercial Service Coordinator

Lee Air Conditioners, Inc - Durham, NC

October 2017 to January 2018

In this role I coordinated various HVAC service calls for residential and commercial customers. As a Coordinator I managed several technicians daily work schedule to include schedule adjustments for emergency calls and schedule board modifications. I also followed up on customer complaints, signed up customers for annual maintenance agreements, and coded calls. The operating system that was used was Vista based along with Fleetmatics. I was also responsible for billing, collecting credit card payments and posting other payment tenders. Service Coordinator

Conserv Building Services

May 2017 to July 2017

As a Commerical HVAC Service Coordinator I was responsible for managing twelve to sixteen technicians with the use of Sam Pro and Fleetmatics. In this role I issued purchase orders for service calls and installations. I also input itemized information for inventory of truck stock purchase orders. I was also responsible for coordinating various installs from coil cleanings to unit replacements. Ensuring proper permits were in place and scheduling the correct equipment from boom trucks, scissor lifts, and water trailers as well as coordinating after hours request. I was in constant contact with clients via phone, e-mail and website updates as well as parts distributors and vendors to ensure timely delivery and scheduling. I coordinated regular PM's for quarterly and bi-annual preventative maintenance. I managed budgets to ensure that the "Not to Exceed" was not exceeded and requested increases as well as advised clients if additional issues were found. I was in constant contact with technicians with changes in work schedules, and this was completed via phone, text and e-mail. I dispatched technicians on a daily basis with prioritized job levels depending upon the nature of the call, approved overtime and preventative maintenance requests.

Office Manager - Dispatcher

C&G Transporters

March 2010 to June 2017

As an Office Manager I prepared departmental budgets on a daily weekly, and monthly basis with comparisons to analyzing the previous months and year to date figures as well as profit and loss statements. My duties also included tracking the completion timeframe related to time sensitive requests, cost effectiveness, and efficient equipment usage. I specialize in effectively planning routes, setting schedules for the pickup and delivery of various dry van and refrigerated freight. I communicated directly with Owner Operators and clients to ensure timely schedules were efficiently executed. I worked directly with Brokers and Clients to negotiate contract rates, and I provide a solid communication bridge. Ensuring that policies, customer needs as well as positive customer service standards are being met. I also managed all aspects of DOT, IFTA compliance, office operations, route planning and dispatching. Customer Service Specialist


October 2016 to April 2017

In this role I provided an unmatched level of customer service by assisting customer's with their overall shopping experience. I toggled between over twenty different operating systems to assist clients with finding the perfect merchandise and to elaborate on vendor details. Aside from managing and following up on any issues I was presented with I also contact vendors to assist with issues that were not part of Nordstrom's system. I also assisted with logistics by contacting our fulfillment centers when orders must be canceled, rerouted, search procurement order details and lost pack requests. I also dealt with various Carrier's like UPS, Fedex and Newgistic to intercept, redirect orders, and track orders. This position also brought some out my best skills in billing, credit, searching SKU number and price adjustment issues and applying the needed remedies to fix these issues. I effectively identified and assessed customers' needs to achieve satisfaction and build sustainable relationships of trust through open and interactive non-transactional communication. By learning and effectively mastering my clients I provide accurate, valid and complete information by using the right methods/tools. With several years of successful customer service and sales experience I met personal/team sales targets and call quotas. I also provided appropriate solutions, and alternatives within the time limits and follow up to ensure resolution. The records of customer interactions, process customer accounts and file documents were professionally documented. I displayed the best communication procedures, followed guidelines and policies adherence and I take the extra mile to engage customers through phone, email and chat communication methods.

Customer Service Supervisor


June 2015 to October 2016

I provided excellent customer service, billing, customer retention and sales support for clients, customers and partners. The position requires in depth knowledge of the service and product being sold to maximize on upsells. This position requires strict adherence to the client's policies, metrics goals, and guidelines as well as attention to detail. I proactively displayed a delicate balance of empathy, sales, customer focus and team mentoring as well a team focus. The job requires the ability to multi-task, good time management skills and the ability to work from a remote location. SALES SPECIALIST-Account Manager


September 2005 to July 2012

I was number one in sales company wide for over five years. Set new company goals for sales quotes and continually assisted employees in increasing sales and revenue. Established new corporate accounts and serviced existing accounts. Handled customer issues, trained new employees, balanced various payment tenders, opened and closed store. Assisted Spanish speaking customers, balanced financial reports, set daily goals, managed vehicle fleet, licenses tag and created weekly employee schedules. Collections on past due accounts, update direct bill information, and filed claims for damage to vehicles.


Business Administration

Cape Fear Community College - Wilmington, NC

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