Dispatch Manager and Customer Service Leader
Resume:
Jeannine Rock
Brooklyn, NY 11214
************@*****.***
EMPLOYMENT HISTORY:
Petri Plumbing, Heating, A/C & Drain Cleaning January 2021 - Present
Dispatch Manager
● Manages company production and client satisfaction through proper management of
Service/Install Schedule and Expert Procedure and Production.
● Provide Fast, Friendly, and Fun customer service to both internal and external customers.
● Monitor and Manage all client communications including Inbound and outbound
● Calls, Emails and Text.
● Answer questions and resolve issues related to past or future services and set calls for
Managers to assist.
● Handle customer complaints while keeping in regards production and quality control.
● Coordinate service and install schedule with Experts and Managers through management
of Production and Availability.
● Assist Experts in field through remote customer support including customer objections in
regards to production and Quality Control.
● Debrief Experts upon completion of job to track, monitor and improve field procedures.
Update and Monitor client To-Do-Master Sheet
● Update and monitor outbound schedule and outbound sheets.
● Create schedule, split and Manager On Call schedule.
● Manage Apprentice and Junior Expert schedules to ensure productivity.
● Monitor and manage fleet, including vehicle inspections (cleanliness, maintenance and
any other vehicle related tasks) through Warehouse Manager.
● Monitor review sites (Google, Yelp, etc.) to address/resolve reviews in a timely manner.
● Verify Employee timecards daily and weekly to ensure approved overtime and payroll
● accuracy.
● Oversee pulling and completion of transfers for the warehouses to Experts as requested
Manage KPIs for CSR and Outbound.
● Handle Employee Disciple.
● Lead CSR and Outbound Huddles. ● Leads a culture of accountability by setting expectations for all associates.
● Monitor staff performance to ensure daily revenue and sold-hour goals are met.
● Organize Company events including monthly and quarterly events.
● Committed to the time requirements to be accessible to all team members remotely.
● All other job duties assigned.
Vigilante Plumbing and Heating, Brooklyn, NY September 2005 - December 2020
Customer Service / Dispatcher
● Dispatch and update current schedules in order to coordinate which plumbers/heating technicians
will be dispatched based on their location and expertise.
● Assist customers over the phone such as; scheduling appointments and troubleshooting while
dispatching.
● Typed professional work orders and proposals and mailed out original copies to customers via
mail or email,
● Prepare proposals and correspondence.
● Make outbound calls to customers as a reminder to schedule their prepaid maintenance and
sprinkler appointments.
● Enter no charge invoices into the system.
● Log and file customer bills.
● Browse Birddog and indeed for potential employees.
● Contact and set up interviews for potential employees also do pre-testing for the company.
● Set up and coordinate installations with the managers, install techs and customers.
Jay Heino Company, LLC, New York, NY October 2003 - February 2005
Administrative Assistant
● Answer phones, set-up meetings with clients and candidates.
● Enter resumes, client and candidate information into data-base for job searches.
● Prepared and reviewed contracts.
● All purchasing for the company.
● Prepare resumes to be sent to clients.
● Monitor and pay monthly bills.
● Researched companies on the Internet to develop leads.
● Handled bi-monthly payroll
The City Council, New York, NY September 1996 - August 2003
Legislative Assistant (December 2000 - August 2003)
Legislative Clerk (September 1996 - December 2000)
● Processed time sheets and supervised time keeping for three hundred seventy employees.
Interacted and assisted employees with daily, weekly, monthly and yearly time balances. ● Docked paychecks when necessary.
● Assisted payroll; entered new employees, changing salaries and terminating employees in the
payroll system. Verified payroll to make sure everyone was paid correctly.
● Distributed paychecks and collected time sheets for Council Members and their staff. Monitored
● Council Members budgets and had money transferred into their budgets when needed.
● Assisted Council Members with their daily tasks at City Hall.
● Spoke to constituents regarding everyday problems on behalf of Speaker Peter Vallone and then
Speaker
● Gifford Miller.
● Coordinated scheduling of City Hall events and staff.
● Updated all personal information for staff, Council Members and their staff.
● Entered names and addresses into database, processed and mailed all outgoing letters for the
Speaker's
● correspondence.
● Filed, sent faxes and made phone calls to Council Members and constituents.
● Liaison to other office staff to ensure a smooth and productive office environment.
Bantam, Doubleday, Dell Publishing Group,New York, NY November 1988 - February 1996
Direct Marketing Direct November 1988 - February 1996
Direct marketing Assistant (April 1993 - February 1996)
Customer Service Coordinator (June 1989 - April 1993)
Customer Service Representative (November 1988 - May 1989)
● Verbal interaction with customers regarding problems with orders, processed shortages and
damaged items.
● Spoke to irate customers and handled their issues.
● Supervised eighteen Customer Service Representatives.
● Keyed and processed customer orders, shortages and damaged items.
● Maintained departmental budget.
● Liaison to the processing center, fulfillment center and warehouse.
● Created weekly spreadsheets to show sales and expenses.
● Maintained and updated weekly, quarterly and annual reports for five monthly book club
divisions.
● Spoke to customers regarding billing, cancellations and any other problems.
● Set up meetings with outside companies and took care of all arrangements for breakfast,
luncheons and travel needs.
EDUCATION:
St. Anthony's Commercial High School, New York, NY May 1989
COMPUTER SKILLS: MS Word, MS Excel, MS Access, MS Outlook, Spreadsheets, Successware, Servicetitan, Verizon
Connect, All Internet Searche
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