Operations & Dispatch Leader with Negotiation Expertise
Resume:
Kimberly Sandoval
Mesa, AZ *****
*************@*****.***
Professional Summary
1. To obtain a responsible and challenging position with a progressive company where my work experience will have a valuable application as well as utilize my sharp negotiation, organization, planning and leadership skills. As well as utilize my A-to-Z operations experience, and ability to close deals with vendors along with established and potential clientele. Willing to relocate: Anywhere
Work Experience
Call Center Manager/Dispatch Manager
ASAP PLUMBING-Tempe, AZ
January 2024 to Present
• Managed a team of 6 dispatchers, overseeing daily operations and ensuring efficient scheduling and routing of deliveries
• Streamlined communication channels between drivers, customers, and internal teams, resulting in faster response times and improved customer satisfaction
• Coordinated and scheduled service appointments for a team of 20 technicians
• Managed incoming customer calls, addressing inquiries and providing assistance in a timely manner
• Maintained accurate records of service requests, ensuring all necessary information is documented for future reference
• Dispatched technicians to customer locations based on urgency and availability, optimizing efficiency and minimizing response time
• Collaborated with field technicians to ensure they have the necessary equipment and resources to complete assigned tasks
• Monitored technician progress throughout the day, making adjustments as needed to accommodate emergencies or delays
• Implemented a new scheduling system that improved overall efficiency by 80%
• Responded promptly to emergency service calls, prioritizing urgent situations and coordinating immediate assistance
• Provided exceptional customer service by effectively communicating with clients regarding appointment details and updates
• Resolved scheduling conflicts or issues that arose during the day in a professional and efficient manner
• Utilized CRM software to track customer interactions, update service tickets, and generate reports on performance metrics
• Collaborated with other departments such as sales or billing to address any customer concerns or billing discrepancies
• Trained new dispatchers on company procedures, systems, and best practices for effective coordination of services
• Developed strong relationships with field technicians through regular communication and support in order to maximize productivity levels
• Assisted in developing strategies for improving overall departmental performance through process enhancements
• Performed quality checks on completed work orders before closing them out in the system
• Ensured compliance with company policies, industry regulations, health & safety guidelines when assigning tasks
• Identified opportunities for cost savings by optimizing technician routes based on location proximity
• Maintained open lines of communication between customers and technicians throughout the duration of each job assignment
• Conducted regular meetings with dispatch team members to review performance metrics & provide feedback
• Collaborated with vendors to ensure timely delivery of necessary parts and equipment for service appointments
• Managed a high volume of incoming calls, prioritizing urgent requests and providing accurate information to customers
• Coordinated with external contractors or subcontractors when additional resources were required for large-scale projects
• Implemented new procedures for tracking technician availability and response times, resulting in improved customer satisfaction ratings
• Developed and maintained a comprehensive database of customer information, preferences, and historical service data
Team Leader/Supervisor
Big Lots-Mesa, AZ
January 2024 to August 2024
• Managed daily operations of the retail store, including opening and closing procedures, cash handling, and inventory management
• Implemented effective visual merchandising strategies to optimize product placement and drive sales
• Developed and maintained strong relationships with customers through exceptional service, resulting in increased customer loyalty
• Created employee schedules that ensured adequate coverage during peak business hours while optimizing labor costs
• Supervised and trained a team of XX retail associates, ensuring consistent adherence to company policies and procedures
• Provided exceptional customer service, ensuring a positive shopping experience for all customers
• Demonstrated expertise in product features and benefits to assist customers in making informed purchasing decisions
• Collaborated with team members to create visually appealing merchandise displays that increased sales by XX%
• Handled cash transactions accurately and efficiently, maintaining a balanced cash drawer at the end of each shift
• Assisted in the training of new sales associates, providing guidance on company policies and best practices
• Resolved customer complaints promptly and effectively, ensuring high levels of satisfaction and repeat business
Scheduling Coordinator Manager/Operations Manager/Sales Managerr Pro Craft Mechanical-Denver, CO
August 2018 to December 2023
I answered all the inbound calls for the entire service department. I assisted the customers with their questions, any scheduling needs for service calls or planned maintenance. I maintained the contracts for the customers and scheduled out their visits for the year. I was responsible for ensuring that my technicians kept up on their continued education. I scheduled the technicians to the appropriate calls and workload based on their skill set and knowledge. However, I also coordinated them to work with different techs so that they could get the hands-on experience of learning and advancing their skill sets and equipment knowledge. I was responsible for handling any of the issues that were a part of the day-to- day operations. I also took care of most of the equipment and parts ordering. Which entailed me to be our Fleet Manager as well. With that responsibility it required me to maintain every record for our vehicles such as maintenance and records, registration records, and financial records or payments needing to be handled. I took the lead and position of purchasing our new vehicles also if needed. So I negotiated cost, amenities, terms, trades if needed. I kept all of of Licensing, DOT or even Osha requirements with our fleet along with all insurances and our drivers records, or issues in the vehicles. I completed random checks on vehicles and our drivers once a month. I was also a front line manager in our pre-planning and assisting in the operations and running of the projects and jobs that we handled outside of our normal service calls. I was a part of the financial management processes and decision making for the department as well. I did budget, labor projections, forecasting and planning. I also had the role of selling planned maintenance, renewing them, Closing the sales that my technicians couldn't and also worked with selling and closing Design Mechanical Commercial construction jobs. Scheduling Coordinator & Assistant Project Manager RK MECHANICAL
May 2016 to December 2017
• Productively and effectively scheduled customer service requests and preventative maintenance contracts for all customers. I Utilized technicians according to skillsets and knowledge. Prioritized daily customer needs and requests. Maintained continuous trainings for technicians for further development. Oversaw HVAC, Plumbing, Drains and
Electricians and the special project teams. Gained a comprehensive knowledge of these departments. Answered all incoming calls from customers and satisfied customer complaints and issues. Coordinated and managed projects and deadlines to fulfill contractual obligations and completion dates. Maintained permits, and legalities of certain work and projects. I also was asked to take over our Fleet of 35 service vehicles, Which entailed me to be our Fleet Manager as well. Due to my organizational skills, and meticulous attention to detail and ensuring everything was set up in our systems as reminders, follow ups and even proactive scheduled appointments to prevent items falling through the cracks. With that responsibility it required me to maintain every record for our vehicles such as maintenance and records, registration records, and financial records or payments needing to be handled. I took the lead and position of purchasing our new vehicles also if needed. So I negotiated cost, amenities, terms, trades if needed. I kept all of of Licensing, DOT or even Osha requirements with our fleet along with all insurances and our drivers records, or issues in the vehicles. I completed random checks on vehicles and our drivers once a month
Dispatch & Operations Manager
PRECISION AIR
July 2014 to August 2016
• Effectively scheduling all appointments and field technicians to each job, coordinated all installs, establish front line relationship with the client. As part of being Operations Manager, that in fact encompassed me to be our Fleet Manager as well because of my organizational skills, and meticulous attention to detail and ensuring everything was set up in our systems as reminders, follow ups and even proactive scheduled appointments to prevent items falling through the cracks. With that responsibility it required me to maintain every record for our vehicles such as maintenance and records, registration records, and financial records or payments needing to be handled. I took the lead and position of purchasing our new vehicles also if needed. So I negotiated cost, amenities, terms, trades if needed. I kept all of of Licensing, DOT or even Osha requirements with our fleet along with all insurances and our drivers records, or issues in the vehicles. I completed random checks on vehicles and our drivers once a month. I was in charge of ordering any necessary equipment, parts, tools for each job, order permits when needed, answer overflow of incoming calls, keep track of each individual job and revenue from the appointment as well as follow up and close quotes that technicians left for customer. I also help with payroll, HR, hiring, administrative work. You name it and I probably have my hand in it. Dispatcher & Field Coordination Manager
MILE HIGH HEATING & COOLING
July 2013 to September 2015
- Scheduled all appointments and technicians for daily appointments, fore-casted what was needed to keep technicians and installers scheduled filled. Coordinated all installs with equipment, deliveries, helpers and permits. Collected payments from customers. Managed all vehicle fleet. Established rapport with customers and followed up afterwards on potential sales opportunities.
Inside Commercial Sales & Customer Service Manager DIRECT TV
May 2006 to December 2012
– Managed inbound phone system, processed all new customers into system and educated on best packages to select for their business, scheduled installations for clients and payment structures, collected payments and processed all follow up calls to ensure customer satisfaction. Education
Bachelor's degree
Bachelor’s degree in logistics
Business Management (Associate's degree)
Agua Fria High-Avondale, AZ
Business Management/ Marketing Major
Arizona State University-Tempe, AZ
Skills
• Delivery management
• Project coordination
• Data analysis skills
• Adobe Creative Suite
• Productivity software
• Canva
• Samsara
• Supervising experience
• Cost control
• Spanish
• Customer service
• Inside sales
• Office manager experience
• Communication skills
• Data management
• HVAC design
• B2B sales
• Primavera P6
• Rotation scheduling
• Microsoft Office
• Sourcing
• Vendor management
• Payroll management
• Leadership
• Event planning
• Microsoft Dynamics GP
• Contract management
• Employee relations
• HVAC
• Office management
• 10 key typing
• Negotiation
• Forecasting
• Organizational skills
• Microsoft Outlook
• Appointment scheduling
• Property management
• Dispatch software communication
• Maintenance
• Computer literacy
• Professional email communication
• CRM software
• Real-time vehicle tracking
• Adobe Acrobat
• Phone communication
• Proofreading
• Compliance record maintenance
• Administrative experience
• Route optimization
• Technical accounting
• Supply chain management
• Quicken
• Client communication management
• Production planning
• B2B
• Fleet compliance management
• Human resources
• Xero
• Sales
• Production management
• Text messaging
• Sage
• Managing dispatcher teams - Largest dispatcher team managed (More than 20 team members)
• Video communication
• Tracking and tracing
• Payroll
• Dispatching
• Business development
• Restaurant management
• Daytime scheduling
• Schedule management
• Microsoft Word
• CPR
• Multi-line phone systems
• Microsoft Publisher
• Construction estimating
• Microsoft Project
• Inventory records
• Driver log management
• Sales support
• Heavy lifting
• Marketing analytics
• Construction management software
• Construction management
• Debits & credits
• Ceridian
• Recruiting
• Analysis skills
• Project management
• Manufacturing
• GAAP
• Google Suite
• Financial concepts
• Inventory control
• Computer skills
• Information management
• Industrial equipment
• Balance sheet reconciliation
• Executive administrative support
• Presentation skills
• Account management
• Financial management
• Accounting
• Marketing
• Single-shift scheduling
• Customer support
• Procurement
• Automotive repair
• QuickBooks
• Accounts receivable
• Microsoft Powerpoint
• Microsoft Excel
• Auto estimating
• Pricing
• English
• Contracts
• Word processing
• Residential construction
• Accounts payable
• Fleet management - Largest fleet managed (1-10 vehicles)
• Case management
• Primavera
• Grammar Experience
• Project scheduling
• Business management
• Windows
• ERP systems
• Transportation management systems
• Customer records maintenance
• Fleet GPS tracking
• Project management software
• Data entry
• Logistics
• Catering
• Typing
• System design
• Emergency scheduling
• Management
• Basic math
• Civil engineering
• Phone etiquette
• Purchasing
• Dispatch record maintenance
• Order entry
• Bookkeeping
• Construction
• Double entry bookkeeping
• ProCore
• Financial software
• General ledger accounting
• Mechanical knowledge
• Real-time scheduling adjustments
• Operations management
• Instant messaging app
• Maintenance task scheduling
• Quality assurance
• Face-to-face communication
• Vehicle maintenance scheduling
• Time management
• Commercial construction
• Presentation software
• Construction administrative experience
• Research
• Plumbing
• Account analysis
• Customer relationship management
• Bluebeam
• Supply chain
• Office experience
• Accounting software
• Irrigation
Certifications and Licenses
Certified Bookkeeper
March 2019 to Present
Certified Project Manager
Associate Professional in Human Resources
PMI Certification
PMI-SP
Fundamental Payroll Certification
Certified Payroll Professional
CAPM
Driver's License
HACCP Certification
ASQC Certification
Certified Notary Public
SHRM Certified Professional
Senior Professional in Human Resources
Professional In Human Resources
OSHA 30
PMP
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