Melissa White
Nashville
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
21
21
years of professional experience
Work History
Branch Office Manager
Hiller Plumbing, Heating, Cooling & Electrical
10.2020 - Current
- Collaborated closely with upper management to develop strategic plans for continued branch growth.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
Dispatch Manager
Hiller Plumbing, Heating, Cooling & Electrical
01.2008 - 10.2020
- Managed a team of dispatchers, fostering a collaborative work environment to ensure smooth operations.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Supported the implementation of new technology systems designed to enhance dispatch operations' overall efficiency and effectiveness.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Evaluated current operational processes to help develop, implement and improve practices.
- Conducted regular performance reviews for dispatch personnel, identifying areas for improvement and growth opportunities.
- Answered phone calls and responded to customer emails.
Lead Dispatcher
Hiller Plumbing, Heating, Cooling & Electrical
02.2005 - 01.2008
- Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Managed a team of dispatchers, providing guidance and mentorship to improve overall job performance.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Answered phone calls and responded to customer emails.
- Developed and implemented customer service policies and procedures.
Lead Dispatcher
Tab Hunter Heating & Cooling
11.2002 - 01.2005
- Assisted in updating company policies related to dispatch operations, maintaining compliance with industry standards and regulations.
- Managed a team of dispatchers, providing guidance and mentorship to improve overall job performance.
- Enhanced communication between field personnel and the dispatch team by establishing clear protocols and utilizing effective communication tools.
- Contributed towards positive client relationships through timely and professional communication, managing expectations, providing necessary information and updates.
Education
Associate Degree in Business Management - Business Management
Volunteer State Community College
Gallatin, TNHigh School Diploma -
Bamberg American High School
Bamberg Germany 05.1990
Skills
- Operations Management
- Staff Development
- Time Management
- Planning and Prioritization
- Microsoft Office
- Data Entry
- Records and Database Management
- Goal Setting
- Strategic Planning
- Vendor relationships
- Hiring and Terminations
- Event Coordination
- Customer Satisfaction Evaluation
Timeline
Branch Office Manager
Hiller Plumbing, Heating, Cooling & Electrical
10.2020 - Current
Dispatch Manager
Hiller Plumbing, Heating, Cooling & Electrical
01.2008 - 10.2020
Lead Dispatcher
Hiller Plumbing, Heating, Cooling & Electrical
02.2005 - 01.2008
Lead Dispatcher
Tab Hunter Heating & Cooling
11.2002 - 01.2005
Associate Degree in Business Management - Business Management
Volunteer State Community College
High School Diploma -
Bamberg American High School
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