Dispatch and Customer Service Lead with 15+ Years Experience
Resume:
APRIL CODY
Charlotte, NC *****
******************@***********.***
Professional Summary
Diligent and experienced lead dispatcher with 15+ years of experience in the HVAC industry, utilizing expertise in customer service, dispatching, and sales coordination. Proficient in managing teams, optimizing routing strategies, and ensuring efficient operations. Possess a strong background in administrative and organizational skills, with a focus on customer satisfaction and conflict management. Authorized to work in the US for any employer
Work Experience
Dispatcher/Customer Service
ER Services, LLC-Mint Hill, NC
May 2025 to December 2025
• Managed daily schedules, assigning drivers to specific routes based on customer demands and driver availability
• Monitored GPS tracking systems to track the location of vehicles in real-time and make necessary adjustments to optimize efficiency
• Responded promptly to customer inquiries, resolving issues or concerns related to deliveries or pick-ups Lead Dispatcher/Customer Service
Adams Heating and Air Condtioning-Charlotte, NC
July 2024 to May 2025
• Coordinated with drivers, technicians, and other personnel to schedule and assign work orders based on priority and availability
• Monitored real-time GPS tracking systems to track the location of vehicles and ensure timely delivery of goods or services
• Collaborated with other departments to resolve any issues or delays in order fulfillment or service delivery
• Maintained accurate records of all dispatched calls, including details such as time stamps, locations, and customer information
• Managed a team of XX dispatchers, overseeing their daily activities and ensuring efficient operations
• Developed and implemented standard operating procedures for dispatch operations, resulting in improved efficiency and reduced response times
• Optimized routing strategies to minimize fuel consumption and reduce transportation costs by XX%
• Served as the main point of contact for customers regarding inquiries, complaints, or requests for updates on service status
• Conducted regular performance evaluations for dispatchers, identifying areas for improvement and providing training opportunities
Builer Coordinator
ScreenMobile of Charlotte, NC-Charlotte, NC
April 2024 to July 2024
I am handling the scheduling of the installations ..I communicate with the PM's to go over the proposals for the custom equipment that they order for different projects. Making sure that all the work orders are correct and deposit invoices are sent out in a timely manner. I Follow up on the status of each project so that I can make sure that there target dates for the installations are met . I enter any new customers or current builders information into the system to keep there drive files and account updated. Processing payments, check emails for new request from builders check dispatch board to make sure things are flowing properly for the technicians routes thru out the day.. I keep in touch with our Project manager to schedule site reviews for measurements and estimates . Ensure that all information is entered in the company shared drive file and the customers company file, making sure the pictures and proposals are attached to both for everyone to have access to . I perform any other clerical duties as needed . Sales Coordinator
Charlotte Heating & Air-Mint Hill, NC
August 2023 to February 2024
• I coordinate all sales calls from the scheduling the sales representative to give the estimate then I would follow up with client/customer in a timely manner. I would handle everything from sale to the installation . I would call and have permits issued and would also schedule the MEP inspections for the job once completed. I would do the daily sales report and keep up with the sales lead log. I assisted in helping with the answering calls or scheduling calls and dispatching technicians. I kept up with the technicians commissions and would have those accounts tagged for each accessory or maintenance sold. I would also order parts from local vendors and keep record on the ETA's and when they were supposed to be delivered or picked -up.. I would then schedule the repair as needed . I have experience in Plumbing and Electrical as well. The programs that I have used while in this industry are ESC, Service Titans, House Call Pro, SuccessWare.
• Supported sales team by managing and coordinating all administrative tasks, including scheduling appointments, preparing sales materials, and maintaining customer databases
• Provided exceptional customer service by promptly responding to inquiries, resolving issues, and addressing customer concerns
• Managed inventory levels to ensure product availability for customers while minimizing excess stock or shortages
• Assisted in the preparation of proposals, contracts, and presentations for client meetings or negotiations
• Developed strong relationships with key accounts through regular communication and personalized follow-ups
• Coordinated with shipping carriers regarding transportation arrangements ensuring prompt delivery of goods
• Served as a liaison between customers/clients and internal departments ensuring seamless communication flow
• Supported sales team in preparing quotes, proposals, and contracts for potential clients Dispatcher/Customer Service
MTB Mechanical-Matthews, NC
August 2021 to August 2023
Answer calls schedule, dispatch to ensure techs are being sent to calls in same general area Customer Service Associate
One Hour Heating and Air, Ben Franklin Plumbing and On time Electrical.-Charlotte, NC July 2016 to August 2022
• Answered incoming calls
• Assisted in Sales
• # 1 sales performer franchises for Ben franklin membership sales in 2019 & 2020 with over 300 franchises competing.
• Dispatch when needed
• Assisted in trade shows and set up
• My percentile for booked calls would be in the 95 percentile range consistently.
• Answered emails from website inquires
• Assisted in call center mgt.
Education
High school diploma
Sun Valley High School-Monroe, NC
August 1983 to June 1985
High school diploma or GED
Skills
• Data modeling
• Word processing
• Google Docs
• Teamwork
• Emergency scheduling
• Administrative experience
• Maintenance task scheduling
• Clerical experience
• Microsoft Access
• Dispatch software communication
• Construction administrative experience
• Attention to detail
• HVAC
• Ordering supplies
• Project scheduling
• Multi-line phone systems
• Windows
• Handling customer inquiries
• Customer support
• Order entry
• Multitasking
• Providing information to customers
• Organizational skills
• Customer complaint resolution
• Appointment scheduling
• Problem-solving in high-pressure situations
• Professional email communication
• Typing
• Office experience
• Microsoft Excel
• Schedule management
• Dispatching
• Construction subcontractor management
• Time management
• CRM system proficiency
• Cross-location scheduling
• Interpersonal skills
• Managing customer accounts
• File organization
• Billing issue inquiries
• Customer service
• Problem-solving
• Microsoft Outlook
• Computer literacy
• Data entry
• Computer operation
• Filing
• Active listening
• Customer support specialist experience
• Phone etiquette
• Computer skills
• Client interaction via phone calls
• Microsoft Teams
• Patience
• Phone communication
• Customer Service
• Communication skills
• Record keeping
• Microsoft Office
• Complaint handling
Awards
Top Sales performer in the nation for 2019 & 2020 for Benjamin Franklin Plumbing
December 2019
I sold the most maintenance plans in two consecutive years. The competition was for all franchises in the US . I received 2 plaques and a very nice check for my reward. Certifications and Licenses
Driver's License
February 2023 to February 2031
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