Customer Service Manager
Resume:
Linda Caldwell
Davie, Florida *3325
Mobil Phone 754-***-****
E-mail *******@*********.***
.Reliable and stable; two jobs in 21 years
Strong accounting aptitude
Planning and organizational skills
Ability to work independently and in a team environment
Management training and experience
Dispatch experience with geographical knowledge
General working knowledge of interdepartmental office functions
Computer literate
Highly motivated
Heavy customer service relations
2000-2011 Service Manager
National Lift Truck Service, Fort Lauderdale Fl
Directed and oversee the day to day operation
Coordinated air fair and accommodations for technicians to export companies for services needed.
Monitored and reviewed daily OPS report.
Manage and trained employee’
Prepared quotes.
Assigned shop work according to each technician abilities
Met timeline of repair to meet sale dates.
Experienced with flat rates, unit information, warranty claims, etc.
Experienced with the Mini Trac system, Microsoft outlook, work, excel, MAC, programs, Adobe, variety of systems.
Primary contact for all fleet customers, forwarded accordingly.
Updated fleet portal in timely manner for services provided.
Closed all work for the department with most accuracy according to each customer service contract rates.
Monitor, authorized and pre-paired all service related vendor invoices for payment.
Controlled heavy email requests in timely manner.
Assisted with technical help as needed.
Prepared all warranty work for processing.
Principal contact for emergency in the Broward County area.
Service Department dispatcher:
Prepared and schedule technicians efficiently to reduce drive time and costs for Broward and Dade counties.
Ran daily reports and distributed accordingly with follow up.
Updated Mini Trac system on regular basis for accuracy.
Prepared invoices for manager to close with accuracy.
Prepared scheduling for the PM technician: updating according to customer needs and sale of new / used equipment, new customers, etc.
Customer retention.
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1990-2000 Regional Dispatch Supervisor/Management3
Security link From Ameritech, Fort Lauderdale Florida
Manage and organize the day-to-day operation of the South Regional Dispatch Center.
Authorized, Processed and prepared payroll for the department.
Developed methods and procedures to increase productivity and efficiency for the offices in the district.
Prepared reports and communicated results to Senior Management to be more effective.
Arranged monthly meetings with District Operations Managers as well as the Service Operations manager in the region to review method and procedures as it affects efficiency and effectiveness.
Provide training for the new software related to the industry and used through out the corporation. Visited other offices through the state to implement and upgrade the system.
Explained various aspects of reports for the new program, clarified expectations: on service productivity, revenue, mean time, and bill process times.
Service Department Manager:
Managed all technicians at their optimum level.
Controlling cost (upgrades/refurbish/pulled parts).
Reduce drive time
Immediate follow up and negotiating on any customer issues
Supervised timely inspections
Reduced reduce recurrence of service calls.
Performed training internal/external.
Improve services (ability to provide same day service).
Executive Service Administrator:
Directed the staff for the dispatch centers daily functions, including Broward, Dade and West Palm Beach Counties
Significant data entries with high level of accuracy and full access to all portions of the (MAS) monitored Automated System
Created emergency scheduling for technicians
Assisted and trained other in the rerouting of service jobs according to priority of central station signals received and/or customer needs.
Accounts Receivable
Compiled report for deposits
Organized payable records
Assisted customer with billing situations
Performed adjustments and charges.
Credit Department Administrator:
Coordinate and set up database to track accounts with delinquency
Initiate and negotiate the processing of claims
Calculated and prepared information for the Credit Bureau
Review and prepare facts for Corporate Attorney’s Office to process legal proceeding when necessary
Prepare reports for the department manager and distributed accordingly.
Education:
Graduate: Cooper City High School
Certificates:
Child Care Child Certification
Physiology
Operator Training
Business School / Management
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