Customer Service & Operations Professional
Resume:
Summary
Customer service professional dedicated to effective team management and customer satisfaction. Work experience
Dispatcher/Customer Service Representative/ Website Project Manager Total Air and Heat • Plano, TX
December 2024 to June 2026
• Started in the call center while simultaneously transformed the company website from strictly advertisement to a booking site.
• Instituted a short term AI representative to assist with call overflow.
• Responsible for outbound calling/ texting/ emailing customers everyday to schedule reoccurring services, booking calls from inbound calls, as well as reaching out to renew memberships.
• Responsible for arranging the calls based on routes and requests for 15 to 20 techs per day.
• Closed out and batched invoices multiple times a day for accounting to be able to make daily bank deposits.
• Ordered parts for outstanding work orders,
• Attended company/ employee meetings multiple times per month. Customer Service / Data Entry / Call Center
Bell Mechanical Services • Carrollton, TX
May 2023 to November 2024
• Create work orders for the following business day for LA Trim Walks, LA Rough Walks, Duct Blasts, the Trims, Start Ups, and Connect Vent Hoods and schedule according to the requested dates if allowed. for the following day.
• Login to Service Pro and create new work orders for the Newly Received Orders including In/Out Trims, Start Ups and Changing Air Filters. Read all unread notes pertaining to existing orders including acknowledgements, reschedules, and questions from the builder.
• address all reschedule requests (not including requests posted in notes section.
• Address the Critical, Structural, and Standard Repair Alerts from inspections.
• Check email throughout the day for correspondence from builders and co-workers.
• Pull report from Vendor Suites daily email. Create work orders for the Trims, Start Ups, and Connect Vent Hoods and schedule according to the requested dates if allowed. (Typically ranges from 150-450 work orders daily. Must recheck dates already input daily for new additions added overnight.
Customer Service / Data Entry / Call Center
Flooring Services • The Colony, TX
July 2019 to April 2023
- Worked on teams specific to building crews for the installation and repairs to new houses and occupied warranty repairs Tile, Prefinished wood, Vinyl flooring, and carpet.
- Worked directly with builders and homeowners scheduling installs and repairs, ensuring payment was received from the clients to the homeowner warranty policies.
- Research and order product based on the needs of the builder and the homeowner.
- Prepare work orders and picking tickets for the following days appointments for the installers. Visual Merchandiser / Customer Service
Ethan Allen • Frisco, TX
BRET MILLER
+1-214-***-**** / ***********@*****.*** / Dallas, TX 75252 June 2015 to June 2019
- Ordered product mandated by corporate office and placed on showroom floor.
- Maintained inventory between floor samples and clearance products.
- Supported management and staff in all areas when needed.
- Customer service support a minimum of 3 days weekly.
- Participated in all conference calls and training webinars provided. Library Manager / Front Desk Manager
Gary Riggs Home • Dallas, TX
October 2011 to May 2015
- Strong leader of customer support staff.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Fostered an environment which encouraged continual process improvements.
- Updated customer orders from start to finish in an accurate and timely manner.
- Maintained up-to-date knowledge of product and service changes.
- Analyzed and researched reporting issues to improve accounting operations procedures.
- Compiling and the finalization of the monthly and yearly business traffic patterns 100% accurately since the opening of the business.
- Oversaw daily front office operations for staff of 5 employees.
- Trained new employees on multiple medical billing programs and data entry software. Front Office Manager
Holiday Inn Express & Suites • Allen, TX / Addison, TX / Plano, TX September 2009 to October 2011
- Improved customer service ratings significantly from failing to commendable, through direct communication to the clients and thorough problem solving.
- Recruited and trained over 10 new members of the guest service team.
- Increased hotel revenue, profits and market share through positive customer service and customer retention and returns.
- Promoted the hotel brand’s loyalty scheme through IHG Rewards Club.
- Reviewed account information and charges with guests during check-out.
- Collaborated with maintenance and housekeeping to inspect the proper amount of rooms per week as necessary by the brand standards.
- Developed departmental objectives, work schedules, budgets and policies.
- Updated team members about changes in hotel products, services, pricing and policies.
- Knowledgeable of all shifts and procedures including the Night Audit.
- Assisted the General Manager in billing, Accounts Receivable, and managing all customer relations directly. Owner
Rare Memorabilia Sales • Allen, TX
August 2005 to October 2009
- Maintained up-to-date account distribution information.
- Earned exceptional ratings and testimonials from clients on the IOffer.com and Ebay.com.
- Directed targeted marketing efforts that introduced new products and promoted product visibility.
- Developed, marketed and sold a full range of memorabilia products, including music cds, dvds, and autographed posters.
- Managed business finances, including paying vendors and suppliers for products services rendered.
- Prospected to obtain new accounts while maintaining relationships with existing accounts.
- Monitored income expense sheets to track and adjust expenses.
- Recorded accurate and efficient records in the customer database.
- Kept detailed records of daily activities through online customer database. Education
BUSINESS MANAGEMENT
University of Phoenix Dallas • Dallas, TX, US
2006 to 2007
HIGH SCHOOL DIPLOMA
Allen High School • Allen, TX, US
1994 to 1998
Continuing Education
Collin County Community College Plano • Plano, TX, US Skills
Certifications
Service Titan certified for CSR and Dispatcher
October 2024 to October 2027
Driver's License
Financial transaction processing Office Administration Inside sales Call center experience Guest Services Writing skills Basic math Operations management Adobe Creative Suite Microsoft Word Order fulfillment Payroll Hospitality management Interpersonal skills Calendar management English Accounts payable Employee relationship building Closing sales SharePoint Property leasing Administrative Experience Adobe Photoshop Typing Windows Data analysis skills Filing Hands-on training Supervising experience Editing Cash register Problem management Google Docs Computer operation HVAC Data center experience Microsoft PowerPoint Bookkeeping Data entry Sales lead qualification Leadership Grammar Experience Driving Sales presentations Cash handling Transportation management systems Sales Word processing Shift management Microsoft Access POS Excellent time management skills Effective problem solver Adherence to high customer service standards Customer- focused Microsoft Outlook, Word and Excel Exceptional telephone etiquette Quick Learner Inventory control Effective workflow management Project management Budgeting and finance Customer relations Account management Management Lead Tracking Customer support Computer literacy Accounts receivable Training & development Upselling Microsoft Excel Accounting software Customer service Relationship management Guest relations Computer skills Customer relationship management Microsoft Outlook Clerical experience Organizational skills Inventory management Inventory control Time management Front desk Communication skills Microsoft Office Accounting Customer communication Order entry Conflict management Auditing Multi-line phone systems Phone etiquette Team development Attention to detail
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