Customer Service Administrative Assistant

TINA L CONTRERAS

********@*****.*** 480-***-**** Phoenix Arizona

Summary

Analytical and organized Dispatcher. Experienced in dispatching services. Keeps crews on-schedule by planning optimal routes and schedules. Excels at monitoring operations and proactively correcting problems. Providing Excellent customer service at all times.

Skills

Problem Assessment

Message and Work Order Transfer

Team Work Scheduling

Job Specification Review

Dispatch Recordkeeping

Route Planning and Adjustment

Schedule Management

Work Order Preparations

CRM Software

Service Coordination

Calendar and Scheduling Software

Work Crew Dispatch

Verbal and Written Communication

Effective Communications

Decision Making

Creative Thinking

Time Management

Customer Service

Experience

Service Department Dispatcher Lee Collins Air Conditioning - Phoenix, AZ 10/2020 - Current

Created work orders in Service Titan and assigned to correct dispatch boards for technicians or subcontractors.

Worked closely with lead technicians to handle scheduling, follow ups and recalls.

Contacted technicians in afternoon to find out status for following morning and prepared start sheet.

Issued purchase orders authorization to perform services and maintained accurate records.

Prioritized tasks and managed project adjustments to successfully manage high-volume service dispatching.

Set schedules, implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.

Documented services performed, operations information and dispatch details in system.

Relayed work orders and information between work crews, supervisors and field personnel.

Scheduled and dispatched over 25 daily roadside assistance calls based on caller locations and available employees.

Juggled multiple projects and tasks to ensure high quality and timely delivery.

Demonstrated self-reliance by meeting and exceeding workflow needs.

Service Coordinator-Temporary Assignment Arctic Air Heating and Cooling - Phoenix, AZ 07/2020 - 10/2020

Overseen adherence to office policies and procedures

Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.

Toggled between multiple systems and databases to look up information and update records.

Created work orders, providing status to customer and following up with technicians.

Worked with technicians to complete paperwork within designated timeframe.

Responsible for all incoming calls

Excellent at resolving complex customer issues

Responsible for logging incoming and outgoing packages

Calculated and entered technician time cards on a weekly basis

Liaised between client and technician to keep parties fully informed.

Case Manager-Temporary Assignment State of Arizona - Phoenix, AZ 09/2018 - 07/2020

Captured all necessary information to approve Childcare services

Interacted with various Medical providers to approve authorization of service

Created and maintained Client records for future reference

Educated clients of the various Agency processes and policies

Developed appropriate care plans for at-risk individuals and high-risk families.

Developed trusting relationships with social services, health care providers and governmental agencies.

Adhered to ethical principles and standards to protect clients' confidential information.

Educated clients in navigating complex health care systems to prevent uncertainty and discontinuities of health care.

Assisted individuals with eligibility for available benefits.

Receptionist/Administrative Assistant-Temporary Gompers Rehabilitation - Phoenix, AZ 06/2018 - 08/2018

Answered incoming calls, determined clients needs, and routed them to the appropriate departments

Coordinated and responded to emails and distributed faxes, in addition to maintaining the company calendar

Responsible for reporting and tracking members use of the facility for billing purposes

Arrange pickup of outgoing packages

Opened, read and replied to e-mails, letters and correspondence on behalf of executives.

Set up meeting and event logistics for senior management and updated calendars.

Call Center Customer Care Specialist CRS Temporary Housing - Phoenix, AZ 02/2012 - 05/2015

Provided Excellence customer service to inquiries relating to temporary housing insurance claims

Acted as liaison with various insurance companies, including their adjusters, and policyholders

Empowered to grant extensions and relocations as necessary

Relied on to train new employees on how to provide compassionate and excellent customer service

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

Managed customer expectations by clarifying needs, identifying options and recommending products and services.

Scheduling Coordinator/Dispatcher Industrial Personnel - Phoenix, AZ 09/2009 - 02/2012

Enter new hires into data base including I-9s and new hire paperwork

Answer incoming calls and respond to emails

Dispatch and direct day laborers to assignments

Report, process and distribute daily payroll

Managed schedules of team of 25 personnel to keep shifts properly staffed.

Education and Training

Huntington High School Chillicothe, OH 06/1984

High School Diploma

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