Customer Service Business Development

Career Highlights and Skills

Safety, compliance, time management, resource management, business development, materials management and job estimation. Quality control, team building, planning, scheduling.

Education

Bachelor of Finance, Texas A&M University, Kingsville, Texas.

Professional Experience

Employer: Ainsworth Inc., Edmonton, AB March 2019 – Todate

Service Coordinator

Coordinate the completion of scheduled and unscheduled service and maintenance work through field technicians and sub-contractors to meet service quality and responsiveness targets.

Maintain real-time visibility to technician resources by leveraging and updating the schedule board, managing technician sign in and sign out protocols.

Interface with customers and other departments (i.e. Customer Experience Centre and Regional Schedulers) as necessary to ensure successful completion of requests and resolution of service issues identified throughout the service delivery process. Ensure all changes are accommodated and approved.

Assign and monitor workflow ensuring calls are dispatched to the appropriate tech with the right skillset in the right geography

Resolve any obstacles immediately using established protocols or other creative resolution options through troubleshooting or relaying calls to a level 2 technician to expedite resolution

Ensure all Ainsworth & client KPI’s are observed, met and or exceeded.

Monitor daily team and technician workload ensure the field techs have the appropriate level of work assigned and are executing schedules as designed.

Daily review of technician activities to ensure real-time work summaries and labor tracking are completed

Review completed work orders daily for completeness, work summaries, labor, client signatures, tasking etc. Acquire any missing information and or close for further reconciliation.

Provide follow up and supporting work order documentation for all completed work orders to clients daily

Work with inside sales to ensure all recommendations are submitted in a timely manner by the field staff.

Work with Technicians and Regional Schedulers to ensure maintenance and quoted repairs are completed within the month they are scheduled

Monitor all work in progress (WIP) and work with technicians and Business Unit Managers as required to ensure it does not exceed 60 days.

Ensure all relevant special safety, customer procedures, and the site-specific information is on work orders provided to the Service Technician. Ensure equipment and material lists are complete and recorded in the Field Service Management System.

Work collaboratively with reconcilers as required correcting technician issues, identify, trend and validate process or people gaps. Work with technicians directly to close these gaps and escalate as required

Identify & Suggest opportunities for Process Improvements & efficiencies within the department

Employer: Combined Metal Industries, Toronto, ON Dec 2017 – March 2019

Dispatcher

Planning, optimizing, scheduling and routing unionized drivers for pick-ups and deliveries to customers and vendors

Respond to customer inquiries and/or concerns and liaise with both internal and external clients/vendors to ensure that all assigned work activity is carried out in an efficient and procedural compliant manner

Monitor drivers’ hours of service, availability of equipment as well as fleet movement and operations

Respond knowledgeably, courteously, and promptly to incoming calls/ inquiries

Support organization’s strategy for continuous improvement by providing data and recommendations on operational alternatives and creating efficiencies

Drive cost savings through optimal freight management

Update and manage various reports used by management

Ensure that all assigned work activity is carried out in an efficient and procedurally compliant manner

Monitor service levels to ensure customer expectations are met or exceeded

Effectively plan and prioritize all loads making best use of equipment and drivers using real time monitoring software.

Employer: Burns & McDonnell, Kansas City Feb 2010 – Nov 2017

Dispatch Coordinator

Managed, coordinated, and scheduled technicians and third-party contractors, update status of work orders in real time, close the work orders as per company policies.

Coordinated with line of business managers, dispatchers regarding equipment preventive maintenance items and scheduled appropriate service appointments.

Identify potential customers, introduce existing customers to line of services and expand clientele.

Planned and scheduled equipment by its location and time usage. Keep customers notified incase of delays.

Establish and maintain cooperative working relationships with operations, staff, and multiple vendors, research for possible business partners and expansion of business lines.

Utilized GPS web platform to ordered new and replacement GPS units for fleet vehicles.

Monitored location of vehicles using GPS platform, creating reports on location, idle time, and speeding alerts.

Other Employers

TDX Associates, Texas, Fleet Coordinator May 09-Jan 10

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