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Francesca Sofia Luciano

ad3ycb@r.postjobfree.com

Pompano Beach, FL 33062

954-***-****

work experience

Company confidential

(Internal Operations manager, Dispatch Manager, Office Manager) 2020-present

Managing, leading and overseeing all Office related responsibilities. Ensuring that our office operations run smoothly and are successful in supporting other business activities.

Manage team of customer service representatives and dispatchers in 2 locations.

Driven to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day day-to-day basis.

Receive incoming calls in a professional and courteous manner.

Ensure all of the CSR/DSR handles service calls from customers projecting a professional image and using the company prepared script for daily monitoring of calls.

Responsible for client relations and customer success, as point of contact for customer escalations to ensure Customer Satisfaction to its highest level.

Maintain customer communication from sale of contract, act as project coordinator through completion of job.

Provide training and support to all CSR and dispatchers including daily monitoring of calls and reviewing to ensure all SOP are being met.

Monitor and record all customer communication from CSR/DSR to the field technicians.

Collaborate with hiring managers and business partners to anticipate and meet evolving hiring needs.

Prioritize and coordinate the scheduling of services.

Coordinate delays in schedule with customers and service technicians.

Use customer development techniques to solicit work through phone, email, mail and personal customer contacts.

Perform other duties as needed which may include cross-training in related positions.

Answering phones #1 call taker and responding to messages and emails accordingly - dealing with customers, staff, suppliers, subcontractors, etc.

Working with our CRM software (Service Titan) and phone systems at an admin level.

Reviews and processes technician daily time sheets

Negotiate Compensation, Contract terms with candidates in accordance with specific requirements and Client needs.

Excellent ability to establish rapport with a wide variety of personalities, extensive exposure to international communities.

Daily/weekly monitoring of all staff to ensure daily/weekly goals are being met and coach accordingly.

Monitor project timelines and ensure adherence to schedule.

Make sure that clients' needs are met as projects evolve.

Act as the point of contact and communicate project status to all participants.

Manages on an ongoing basis any approvals, permits, licenses, testing, or certifications with regards to project keeping abreast of relevant local and federal laws and regulations.

Maintain ongoing relationship with city officials throughout permitting process, scheduling and attending inspections.

Monitor permitting process after submitting permit application through city website.

Ability to work independently within a high stress environment.

Demonstrates ability to foster and build relationships both internally and externally.

Preparing of contracts and other documents for signature

Responsible for all onboarding of new employees.

Self starter and forward-thinking, Positive “can do - get it done” attitude.

Bob Smith Plumbing

(Office manager, Project Coordinator) 2018-2020

Maintains office services by keeping operations and procedures organized.

Write, edit, post and update advertisements on job boards and maintaining staff

Prepared payroll, verifying all accurate information.

Responsible for procedures for retention, protection and retrieval of all employee and company

records.; Maintaining employee records, compiling organizing records and file accurate data for each

employee in order to maintain and update personnel files.

Counseling and disciplining employee monitoring and appraising job results.

Maintain long term and trusting relationships with vendors and customers.

Handling all vendor calls and guaranteeing customer satisfaction.

Responsible for all follow up calls and converting sales to booked jobs.

Demonstrates ability to foster and build relationship both internally and externally

Utilize behavioral interviewing techniques to evaluate candidates.

Excellent ability to work independently or as a team member

Collaborate with management and monitor and execute daily tasks of the Director of field operations

acting as his direct report.

Responsible for all acquiring all permit documentation and submitting with the city adhering to all city

requirements.

Believe in performing at a level of excellence

Big A Auto Parts

(Office/HR Manager) 2014 to 2018

Maintains office services for multiple locations by keeping operations and procedures organized.

Write, edit, post and update advertisements on job boards and maintaining staff

Prepared payroll, verifying all accurate information.

Responsible for procedures for retention, protection and retrieval of all employee and company

records.

Weekly review of accounts payables and receivables, reviewing with management.

Maintain employee records, compiling organizing records and file accurate data for each employee in

order to maintain and update personnel files.

Counseling and disciplining employee monitoring and appraising job results.

Maintain long term and trusting relationships with vendors and customers.

Handling all vendor calls and guaranteeing customer satisfaction.

Collecting and posting all payments.

Excellent ability to work independently or as a team member

Utilize behavioral interviewing techniques to evaluate candidates. Check references.

Excellent ability to work independently or as a team member

Collaborate with management to anticipate and meet evolving hiring needs

Coordinate and schedule pre-employment assessments.

. Salary requirements $80,000 annually

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