Service Technician Quality Assurance
Resume:
Ipo Alcaraz
Driven - Diligent - Dependable
Phoenix, AZ 85014
***************@*****.***
Tech-savvy, Hard-working and Determined.
I am a reliable professional, seeking to utilize my skills in a fast-growing environment. I love to learn from my team as well share my knowledge. It is important to me, that I find employment where growth is encouraged and 5-star service is standard practice.
Authorized to work in the US for any employer
Work Experience
Service Dispatch Manager
Rooter Ranger Plumbing-Arizona
October 2023 to July 2024
• Optimize the Dispatch Board for profitability by using data from multiple platforms in order to:
• Assign the best-matched technicians to calls based on service technician skill to service need
• Reduce drive time and fuel cost, selecting more efficient routes
• Keeping concise communication with customers and technicians about assignments Responsible for generating sales of:
90 days = $6, 197, 782.00
31 days = $2, 319, 648.00
7 days = $610, 756.00
Regional Dispatch / Quality Assurance Agent
Rooter Ranger Plumbing LLC-Arizona
January 2023 to October 2023
• Ensure ServiceTitan's daily schedules run efficiently; meeting client needs in a timely and professional manner
• Provide assistance to Revenue Center and Service Departments, being fully engaged with technicians and clients
• Prioritize tasks in order to meet tight deadlines within a fast-paced environment
• Happy Checks
• Provide Quality Control checks and report concerns to DSR management
• Meeting KPI's as assigned by management
• Ensure that any concern that is or will impact the technician's schedule, is handled with urgency
• Act as backup to fellow Dispatchers; managing 91 field technicians in 2 states; 4 locations Install Coordinator
Rooter Ranger Plumbing LLC-Arizona
September 2022 to January 2023
• Coordinate the sales team by managing schedules, filing important documents and communicating relevant information
• Communicates to all departments / levels of management, daily tasks and reporting of upcoming / ongoing projects to identify trends, reduce call backs, improve efficiency
• Handle the processing of all orders with accuracy and timeliness
• Inform clients of unforeseen delays or problems
• Monitor the team’s progress, identify shortcomings and propose improvements
• Convert incoming sales calls as well as incoming service calls into booked appointments
• Coordinate installation schedule with Installation Supervisor
• Create reports on the following; all completed sales and dollar totals, monthly and annual totals as well as any other reports requested by Senior Management
• Handle high level of correspondence with customers, technicians, supervisors, warehouse and sales team
Dispatch / Customer Service Representative
Rooter Ranger Plumbing LLC-Arizona
February 2022 to September 2022
• Schedule and coordinate all booked service & maintenance calls
• Managing customer accounts; keeping all up-to-date for record-keeping purposes
• Proactively plan, forecast, and dispatch service calls with various states of service need or emergency
• Accurately dispatches the required Service Technician with the correct skill level for the service call minimizing unnecessary costs and building customer confidence
• Communicates the status of the service call to the customer while it is in progress and follows up with the customer after the service call has been completed
• Assist Service Manager in ordering materials and/or equipment and tracking with the warehouse
• Cross-train new hire Dispatchers / CSRs with inbound / outbound calling •
• Determine best course of action, using discretion and judgment to ensure all technician and client concerns are dealt with in a timely manner to enhance client satisfaction and retention
• Work closely with various departments to provide administrative tracking support
• Perform a variety of administrative and clerical tasks as requested
• Join the on-call rotation to ensure that customers are taken care of in a timely manner, during after- hours
• Project management; Works closely with Operations Management, so track and update sold jobs.
• Daily use of ServiceTitan, Whatsapp and MS Teams software / applications Business Development Consultant
DemandInc.co-Arizona
July 2021 to February 2022
• B2B / B2C Demand Generation; Appointment Setting
• Work with the cross-functional marketing team including Marketing Operations, Business Development, Channel Marketing, Regional Sales and Cloud Overlay sales teams to design, launch, and optimize digital marketing campaigns
• 1:1 meeting with the clients; Worked directly with the clients to establish a successful script.
• Drive continuous evaluation of campaigns' effectiveness to identify improvement areas
• Estimated between 350-400 calls per day
• Qualified and booked demo followed by meeting management
• Consistently exceeded monthly KPI and metrics expectations
• Cold calls to small businesses and consumers ie: Manufacturing companies, Big Data companies, Businesses with shipping needs, Law firms & Private Attorneys Dispatcher / Customer Service
Rooter Ranger LLC-Arizona
October 2020 to July 2021
• Generate qualifying sales leads via inbound / outbound calls
• Meet all service team sales goals and call handling quotas; weekly
• Coordinate technician schedules across multiple cities and states; Dispatching service calls based on location, service need and tech ability.
• Maintain customer database with any updates, ensuring complete accuracy of contact info.
• Respond to customer inquiries regarding service schedule / requested lead times, service details, invoicing, and all other general inquiries.
• Communicate with all departments as well as customers, to assure scheduled service calls are met within set timeframes.
Manager / Sales Lead
Herbal Risings CBD Dispensary-Arizona
April 2020 to October 2020
• Maintain store's appearance and merchandising for daily sales; while ongoing marketing campaigns and ads are created and posted on social media to gain foot traffic in-store.
• Responsible for store's daily operations, high-volume customer service as well as monitoring, driving sales goals and opening / closing.
• Increased sales of products by 15% [in turn, gaining customer retention] in -6 mos.
• Generated sales leads by means of web advertising, word of mouth and in-store promotional offers. Manager / Lead Key Holder
Johnnie Wine-Texas
January 2020 to March 2020
• Processed cash/credit transactions using CRE [Cash Register Express] POS system
• Responsible for opening/closing of the store, daily reporting of inventory and cleanliness of work environment
• Increased weekly sales and store profitability by 40% with up-selling and inventory additions
• Suggest changes in retail items and placement to increase product sales Sales Lead
Nature's Oils-Texas
November 2019 to March 2020
• Uphold excellent rapport with existing/prospective customers, vendors and company staff
• Maintain bookkeeping/financial reporting systems provided by facility
• Increase customer base and/or interest with web advertising via various social media outlets and in person flyers
• Responsible for all purchase transactions made at vendor events House Cleaning Professional
Minute Maids Cleaning Services-Texas
October 2015 to March 2020
• Effective communication directly with homeowners to provide excellent service
• Fulfill client requests while maintaining excellent company reputation
• Consistently exceed client expectations in order to guarantee future services and repeat business
• Perform heavy cleaning duties such as cleaning floors, glass, washing and scrubbing walls, vacuuming carpets, and sweeping floors
Education
Level 1 & 2 in Computer Technology
Rio Salado Community College - Goodyear, AZ
July 2008 to April 2014
GED in General Studies
Black Canyon School - Phoenix, AZ
February 2003 to November 2003
Skills
• MS Office (10+ years)
• Customer Service (10+ years)
• Administrative Experience (3 years)
• Telemarketing
• Residential Cleaning
• Fundraising
• Retail Sales
• Cash Handling
• Cold Calling
• Microsoft Outlook
• Upselling
• POS
• Outside Sales
• B2B Sales
• Logistics
• CRM Software
• Outbound Sales
• Business Development
• Digital Marketing
• Customer Relationship Management
• Research
• Computer skills
• Microsoft Office
• Microsoft Word
• Communication skills
• Customer support
• Account Management
• Salesforce
• QuickBooks
• Marketing
Languages
• Spanish - Beginner
Certifications and Licenses
Driver's License
May 2023 to May 2031
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