Service Dispatcher Manager

Wendy Miller

Houston, TX *****

713-***-**** - ****.********@*****.***

Professional Summary

Well-qualified Service Supervisor with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Skills

Positive Communication Skills

Customer Relationship Management

Excel

Microsoft Office

Word

Sap software

Astea software

Dispatching Field Personnel

Training New Hires

Schedule Coordination

Inventory Audits

Job Assignments

Prioritizing Calls

Customer Loyalty

Constructive Feedback

Profit Margins

Positive Communication Skills

Customer Relationship Management

Excel

Microsoft Office

Word

Sap software

Astea software

Dispatching Field Personnel

Training New Hires

Schedule Coordination

Inventory Audits

Job Assignments

Prioritizing Calls

Customer Loyalty

Constructive Feedback

Profit Margins

Work History

08/2003 to Current

Service Supervisor

Allegion Stanley Access Technologies Houston, TX

Responsibilities:

Direct, remotely, activities of 10-25 service technicians and 1 dispatcher, share on call duties, while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity

Oversee and develop processes and tools to drive productivity, efficiency and customer satisfaction that will maximize revenue, visiting new and existing customers

Meet or exceed region service goals including: incoming business, sales, expense/revenue ratio, service delivery, margin rates, inventory etc.

Create environment which achieves ultimate customer service/satisfaction while meeting/exceeding region targets

Form high performing teams and leads region efforts to source, hire, train and develop talent

Provide leadership in setting and achieving region goals in profitable installation, maintenance and repair of Stanley products as well as growth of service direct customer base

Analyze, develop, and implement systems and process productivity enhancements

Direct leadership of Service Technicians, Service Dispatcher, Warehouse personnel and administrative support

Participate actively and support all initiatives such as hiring, training and mentoring service technicians in order to drive efficiency

Model and Foster the drive Stanley values, including Accountability, Respect, Integrity, Vision, Stretch, Boundaryless and Speed

Audit of all incoming work orders for accuracy i.e Part Numbers, Door Id's, Signatures, Customer Forms, Po numbers and NTE

Perform half day or full day ride along, evaluate work practices and safety equipment

Updated job knowledge by attending workshops, training sessions and educational opportunities

Handled customer complaints and inquiries

Assisted with training and development of team members

07/1997 to 07/2003

Customer Service Manager

Global Industries Houston, TX

Resolved customer complaints while prioritizing customer satisfaction and loyalty.

Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Followed through with client requests to resolve problems.

Education

05/1990

High School Diploma

Waltrip High School - Houston, TX

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