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service coordinator resume example with 20+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Relable , puncutal, hard working, trust worthy team player contributing to team success with attention to detail, excellent customer service skills, 20+ years in the technical service field. Importance of customer needs , down time, loss in product, production and the impacts this has on service technicians and customers. As well as the impacts on the relationships with the service coordinator and technicians. A strong technician will be come a very valuable part of the service world if given the correct information from the beginning. They will be confident in their repairs and the support they are offering and relationships will become stronger in the field and customer base grows. Grows with trust, dedication and intergrity. Ability to dispatch a technician into a safe working enviroment. In the past I also worked as a telephone secretary for after hours answering service. Answering and dispatching calls for drs, service technicians, companies, funeral homes and vet clinics.

Skills
  • Notetaking and documentation
  • Rapport and trust building
  • Service monitoring and evaluation
  • Personnel training and development
  • Inter-department collaboration
  • Complaint resolution
  • Excellent time management skills
  • Microsoft Outlook, Word and Excel
  • Customer-focused
  • Cash Handling
  • Schedule Management
  • Technical Support
  • Customer Relations
  • Team Building
  • Exceptional telephone etiquette
  • Big Sky/Service Channel
  • 20+ years of extensive customer service (technical )
Work History
07/2008 to Current Service Coordinator Rite-Hite | Yorba Linda, CA,

Support of National Accts on service and pm program for daily/weekend service needs. Generating Service call from initiation of service call/service issue whether reported by email, telephone, text, software ivr programs such as Big Sky/Service Channel. Acceptance of work orders, trouble shooting with customers, painters and technicians. Dispatching of call to technician for support with support of work order/purchase order. Ordering of parts or any necessary items needed for completion of service request. Working with a timeline of priorities of Emergency/urgent /24-72 hours /2 weeks and 30 days. Montioring shipment of parts or part retrevial from local supply houses to reduce the down time for customer. Quoting of service requests to ensure customer is aware of all costs requried up front. Invoice/Closing of work orders to billing to customer. Invoice approval via smart search software program. Working with gross margins, different labor rates for emergency, weekend and program related costs. Service technicians added 50+ service /independent providers over the last 10 years. Currently working in all avenues of the department from writing process/procedures/ dispatch back up support for all coordinators. Fielding all service calls as they come in and disperse to team members including areas /customers I support. Ability to work under pressure. Ability to get the technician the needed information to get dispatched quickly and efficiently. Who/What/Where/Why and When. No work orders over 30 days. Ability to text, dispatch via email, phone, text through IVR programs. OSHA/SAFETY guidelines/requirements knowledge with honeywell systems and basic air flow. control panel understanding of codes and errors. Service levels average 95% for the year. Extensive customer service, phone experience, email and texting.

08/2003 to 07/2008 Dispatcher II Airgas Inc | Madison, WI,

Extensive Customer Service via phone, text, radios and cb. Service support of Cable/Internet/Phone technicians Dispatcher for EC area/Altoona/Chippewa Falls /Hayward/Barron Cameron and Chetek/Cornell . Routing of trouble tickets to technicians for daily routes. Started a new process where we started dispatching technician from further away from home and putting service call in area of home and end of day tech was closer to home at end of day and we were able to add 2-3 more customers into the mix due to the less down time. Storm on call duty. Opening and Closing of dispatch office. Ability to work with technician on eliminating truck rolls. Working with customers on disconnection options and customer saves vs shutting off service. Multi tasking and working with technicians after hours and on call to get them in field safely and meeting customer needs. Started as Dispatcher 1 and was promoted to Dispatcher 2. Payment approval processing. discount approvals and basic initiation of new customers /equipment.

02/2001 to 08/2003 Dispatcher Raymour & Flanigan Furniture | Oakhurst, NJ,

Extensive Customer Service. All Services handled on phone. Supporting customer needs to payments, disconnection non pays, initiation starting services, disconnecting services, gas calls, outage calls, medical condition calls. Dispatching lineman after hours calls, Storm duty calls ability to be on call 3 weeks a years. Support of customers/time zones in all Xcel Areas. Handling all the requirements of the public utlities commission and rules and regulations of union requirements for lineman and dispatching of support. Handling calls for downed power lines, street light outages. Ability to have all calls monitiored and graded. Assisting customers, businesses with needs relation to electric and gas. Averaging 50-60 calls per day

Education
Expected in 05/1990 High School Diploma | Altoona High School , Altoona, WI, GPA:

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Resume Overview

School Attended

  • Altoona High School

Job Titles Held:

  • Service Coordinator
  • Dispatcher II
  • Dispatcher

Degrees

  • High School Diploma

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