Operations and Service Dispatch Professional

Wilmer Abad

Navarrete Rocha

**** **** *** *, ***, Edina, MN 55435

****.*****@***.*** - 507-***-****

Experience

Securitas Technology

Service Dispatcher

July 2024 – May 2026

Coordinated and scheduled service calls, creating

and updating dispatch tickets. Dispatched

technicians, adjusted ETAs, and maintained daily

schedules. Served as main contact for customers

and techs, managing urgent issues and

communications.

The Appliance Repair Men

Service Dispatcher

Jul 2020 - Jul 2023

I handled incoming calls from customers seeking

to schedule appliance repair appointments. I

followed up on service requests to ensure timely

completion and managed technician’s schedules,

along with other responsibilities.

Aqua Properties

Assistant Manager - Utilities Division

May 2019 - Jun 2020

I worked in the utilities division, assisting our

manager with connecting and disconnecting

utilities for sold and purchased properties.

Additionally, I managed any issues that arose with utility service providers, along with other related tasks.

Concentrix

Quality Assurance Specialist

Apr 2017 - Apr 2019

I monitored customer service agent interactions

to ensure adherence to company policies and

procedures. I also conducted coaching sessions

for agents needing performance improvement.

Concentrix

Customer Service Team Leader

Jan 2016 - Apr 2017

I led a team of customer service agents, ensuring

they met key performance indicators. My

responsibilities included improving team

performance and handling various

administrative tasks.

Sitel-Nicaragua

Customer Service Agent

Jul 2013 - Dec 2015

In this role, I took incoming calls from customers requesting wire money transfers, amending

transaction information, and providing

transaction status details, all while safeguarding sensitive information.

Education

Universidad Centroamericana-UCA

Nicaragua

Jan 2008 - Dec 2013

Business Administration

Skills

Customer Relationships Management

Root Cause Analysis

Continuous Process Improvement

Customer Service

Attention to Details Time Management

Work Ethic

Languages

Spanish

English

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