Strategic Remote Operations & Client Support Leader

REMOTE OPERATIONS EXPERIENCE

Remote Operations & Dispatch Specialist

PV Heating, Cooling & Plumbing – Atlanta, GA 2019–2024

• Managed daily and after-hours remote dispatching, ensuring balanced routes, capacity alignment, and rapid response to schedule changes.

• Coordinated next-day and real-time scheduling for high-volume service calls, maintaining communication with technicians across multiple locations.

• Delivered remote customer support by phone, email, and chat; resolved service concerns, answered questions, de-escalated complaints, and processed payments.

• Provided real-time support to field technicians, including job notes, account details, equipment histories, and troubleshooting assistance.

• Monitored evening and holiday operations, maintaining workflow continuity and preparing next-day parts and equipment lists.

• Ensured accurate documentation in CRM systems, improving data integrity and operational readiness for morning teams.

• Operated fully remote during the pandemic while maintaining high accuracy, dependable communication, and consistent service performance.

SERVICE OPERATIONS EXPERIENCE (PRE-REMOTE + HYBRID)

Senior Service Coordinator & Customer Support Specialist

Various HVAC & Service Companies 2009–2019

• Answered high-volume inbound calls, scheduled service visits, dispatched technicians, and coordinated with customers to resolve service needs.

• Managed emergency, weekend, and on-call operations, ensuring that customer issues were quickly routed to the appropriate field teams.

• Handled customer billing, warranty registration, parts ordering, and inventory coordination.

• Supported technicians with job data, customer account information, and follow-up documentation.

• Improved internal communication between field teams and office operations through reliable updates, tracking, and workflow alignment.

NONPROFIT OPERATIONS EXPERIENCE

Program Coordinator – Home Safety & Equipment Replacement (Remote/Hybrid)

HopeWorks Nonprofit Partnership 2020–2023

• Collaborated with the nonprofit director to assess qualification for furnace and water heater replacement for low-income households.

• Verified eligibility using utility data, customer documentation, and program compliance standards.

• Prepared replacement proposals, coordinated approvals, and managed communication between nonprofit leadership and internal teams.

• Oversaw equipment procurement and worked with installation departments to schedule safe, timely replacements.

• Ensured accurate documentation, customer communication, and completion reporting for all approved projects.

Contact this candidate