Kelly Applegate

**** ***** ***** **.

Haymarket, VA 20169

571-***-****

acxih6@r.postjobfree.com

Professional Summary:

Scheduler & Dispatcher with more than 10 years of professional customer service, administrative, project management, data entry & leadership experience.

Skills:

Project planning

Attention to detail

Customer scheduling

Professional phone etiquette

Excellent communication skills

Database management

Customer service-oriented

Flexible

Accurate and detailed

Excellent planner and coordinator

Works well under pressure

Social media knowledge

Administrative support specialist

Critical thinker

Customer Relationship Management Software (CRM)

Customer-focused

MS Office expert

Database management

Articulate and well-spoken

Independent worker

Extensive vocabulary

Schedule management

Rapid data entry skills

Work History:

American Residential Services (ARS/Rescue Rooter) – Manassas, VA

11/15 – 10/16

Dispatcher

Plan week day scheduling as well as emergency & weekend service scheduling.

Manage daily times of maintenance & service technicians while remaining knowledgeable of technician’s skill levels & abilities to ensure proper execution of job duties.

Main communicator with maintenance & service technicians using telephone, paging system(s), radio & email to answer any inquiries & provide any necessary information.

Coordinate quotes for services & communicates pricing with service technicians.

Receive incoming customer calls & general customer service calls.

Entering in & closing out service & maintenance tickets/work orders into appropriate computer tracking system(s).

Assigning/dispatching service calls to appropriate technician using proper service codes based on workload.

Work directly with CSRs in Call Center to schedule incoming demand/service calls appropriately according to staff, workload & location.

Coordinate with the parts department to ensure correct technician assignment when scheduling return part installs.

Identify & document any upsells that technicians may have during customer appointments to ensure proper compensation.

Assign & page “first calls” to technicians daily.

National Indoor Climate Experts (NICE Home Services) – Springfield, VA & Haymarket, VA

02/14 – 07/14

Project Manager/Dispatcher

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Served as the main liaison between customers, management and sales team.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Managed wide variety of customer service and administrative tasks to resolve customer issues efficiently.

Directed calls to appropriate individuals and departments.

Routinely answered customer questions regarding merchandise and pricing.

Set up and explained new membership contracts.

Closed out all work orders after verifying completion and reporting any discrepancies.

Consulted with project management during group installations.

Filled out detailed work orders for each job completed.

Worked overtime, holidays and weekends to accommodate company needs.

Followed up on all outstanding service requests.

Directed all phases of Sears new equipment installations, from Order Receiving to Completion Paperwork.

Monitored timelines and flagged potential issues to be addressed.

Provided outstanding customer service.

Accurately completed service reports and warranty forms.

Effectively managed a high-volume of inbound and outbound customer calls.

Mastery of customer service management systems and databases.

Reviewed and updated client correspondence files and scheduling database.

Scanned documentation and entered into the database.

Managed all service/repair requests received from home warranty companies, including scheduling & updating client portals.

Air Distributing Company – Manassas, VA

12/10 – 01/13

Customer Service Representative/Dispatcher

Maintain service & maintenance technician’s daily schedules and dispatch the technicians as service/maintenance calls are completed.

Contact and schedule maintenance visits when they are due, renew contracts as needed.

Schedule return trips with customers when parts are in.

Contact customer with price & availability of parts, when necessary.

Maintain customer database with current information.

Provide clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times.

Provide accounting with maintenance contract billing information.

Prepare service invoices for charge customers, when applicable.

Prepare maintenance and/or service contracts for customers when needed and/or requested.

Assist in the design and mailing of any/all coupons, postcards, and/or sales mailings.

Responsible for preparing "first call" tickets for the following days, including any/all materials/parts needed for service/maintenance technicians ie filters, belts, replacement parts etc.

Provided listings of any restock parts as requested by technicians to service foreman.

Confirmed "first calls" with customers the day before.

Assisted in Inventory Control, ordering replacement parts, filters, and/or belts as needed for customers using online and phone based ordering with Carrier, Trane, Ferguson, RE Michel and Lyon Conklin.

Created purchase orders for technicians while in the field, as needed.

Helped walk-in customers with appointments and sales.

Broadwing Communications – Austin, TX

11/05 – 10/06

Senior Implementation Coordinator

Managed service implementation for all Frame Relay, ATM, MPLS, and VOIP orders received from sales. Supported Account Executives to ensure all orders were entered and implemented in an accurate and timely manner. Made any necessary order changes, including service disconnections.

Supervised resolution of all orders on hold due to customer issues or internal delays. Escalated any install issues or delays that may have arisen internally or with the customer.

Coordinated the testing and service acceptance with customer as well as global networking and service delivery teams once installation was completed. Communicated installation timelines, order task milestones, lead-time expectations, and any other status updates to customer and Account Executives.

Provided accurate weekly and monthly revenue forecasting reports, as well as customer satisfaction surveys to senior management. Updated and rewrote departmental procedure as deemed necessary.

BT Infonet – Chantilly, VA

06/00 – 11/05

Order Manager/Provisioner

Provisioned all customer orders including port assignments for Frame relay, MPLS, IPVPN, Dedicated Internet Access, ATM, and various reporting products. Created customer PVCs and other various solutions as required using both proprietary and web-based applications.

Managed end-to-end product delivery process including: service delivery requirements for customers, status updates for Account Executives, internal and external supplier tracking, final delivery of quality product to customer.

Coordinated timely delivery of all order elements including leased lines, routers, cables, ports, and other related equipment through our depot or outside vendors.

Cooperated with account executives in proactive and immediate identification of issues impacting delivery of Escalated any issues as necessary.

Hardware/Software/Apps Used:

ACOWIN for Windows

Remedy ARS

Seibel CRM

Microsoft Office Suite

ESC by dESCO

ESC Mobile

Canvas

Wrike Project Management

Skype

RingCentral

Slack

Vista Branch Ops

Vista Call Center

References available upon request.

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