Over 28 years of diversified experience at the Corporate level. With expertise in creating presentations, computer competence and managerial skills. Demonstrated strengths include researching, organizing and communication. I am a creative thinker, dependable, loyal, conscientious worker, who gets along great with co-workers, vendors, customers and Upper Management. Friendly and definitely enjoys a challenge, while working well under pressure.
Skills
Project Planning
Structural Systems
Obtaining Bids
Preparing Estimates
Policy Enforcement
Problem-Solving
Verbal and Written Communication
Client Relations and Retention
Conflict Resolution Techniques
Work Prioritization
Handling Escalations
Call Center Operations
Team Building and Leadership
Decision Making
Positive and Constructive Feedback
Leading Team Meetings
Issue Resolution
Employee Coaching and Motivation
Team Leadership
Complex Problem Solving
Teamwork and Collaboration
Experience
11/2021 to Current
EstimatorCrh – Canastota, NY,
Communicated with clients and teammates to gather information regarding project budgets, schedules and objectives and optimize plans.
Analyzed project mandatories, scope and available resources to devise timelines and communicate with client on deliverable deadlines.
Determined project scope, boundaries, time frame and possible complications to produce accurate estimates.
Collected data and information from vendors, sub-contractors and teammates to determine exact costs for all aspects of each project.
Maintained detailed and organized records of bid documents, correspondence and other project-specific information.
Solicited and collected subcontractor and vendor bids or quotations.
Reviewed material and labor costs to help make build-or-buy decisions.
Order parts and return parts as needed
Issue Purchase Orders to technicians and vendors
Make sure techs have the correct inventory for efficient service calls
Build and Maintain a great relationship with customers, vendors and co-workers
Coordinate with property managers and vendors on large commerical installs of HVAC, refrigeration and kitchen equipment
Maintain spreadsheet for vendors and suppliers
Notorize all legal documents
Back up the Service Coordinator when needed
11/2020 to 11/2021
Service CoordinatorMilton Cat – Scarborough, ME,
Provided timely feedback to management on service failures and customer concerns.
Identified methods to improve customer experiences, meeting or exceeding expectations.
Kept records of parts and equipment used in projects to update inventory.
Liaised between client and technician to keep parties fully informed.
Prepared and planned worksites to help jobs run smoothly.
Answer phones and input service calls
Daily communication with Technicians
Schedule Techs according to their skillset and location
Create the On Call Schedule for the techs
Handle escalated customer calls
Issue Purchase Orders to Vendors and Techs
07/2010 to 04/2019
Customer Service ManagerTalis Biomedical – Seattle, WA,
Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Upheld quality control policies and procedures to increase customer satisfaction.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Monitored phone calls to provide feedback and coaching.
Conducted research and reviewed findings to solve customer issues.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Delivered continuous training to associates to maximize performance and customer relations skills.
Conducted training and offered staff development opportunities to decrease process lags.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Evaluated employee job performance and motivated staff to improve productivity.
Rolled out operational improvements and solutions to deliver top-notch customer service.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Led team engagement to assist cross-functional departments and achieve goals.
Schedule and coordinate all travel for office site training.
Controlling hours and overtime to keep overhead down during slow season.
Created Onboard training manual for all new CSR's and Dispatchers
Created all scripts for inbound and outbound calls
Handled all escalated calls for all Dept Managers and customer complaints
Participated in weekly Corrective Action Team Meetings
08/2005 to 07/2010
Marketing CoordinatorAltice Usa – Yonkers, NY,
Planned advertising campaigns for online, print and other mediums.
Developed marketing strategies based on corporate objectives and market trends.
Conducted research to determine ideal markets for products and services.
Delivered administrative support services to improve marketing efforts.
Wrote, proofed and edited content in accordance with established brand guidelines.
Partnered with marketing teammates and other stakeholders to build and launch marketing programs.
Supervised creation of marketing materials and collateral.
Controlling and tracking all co-op advertising money
Tracked Community Contributions
Calcuated Payroll for 100 employees
Assisted GM on daily tasks
Worked closely with Advertising Agency on all TV, Radio and Print advertising
Handled expense reports for Upper Management
Education and Training
Expected in 12/1990 to to
: Lab Assistant / EKG Tech Vancouver Community College - Vancouver BC, GPA: Status -
Expected in 04/1989 to to
: Secretarial Studies And Office Administration St George Business School - Vancouver, BC, GPA: Status -
Expected in to to
Associate of Arts: Marketing Santa Fe College - Gainesville, FL GPA: Status -
Accomplishments
Bay County Chamber - Leadership Bay, Class of 2006
Nexstar, Call Center Management
Nexstar, Dispatch School
Nexstar, Management Training
Nexstar, Be the Trainer
Bay Solutions, Principles of Management
Service Titan, Super User
Numerous Computer Classes, Excel, Powerpoint, Publisher and Adobe
Promoted from Service Coordinator to Estimator, in less than 12-months.
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