Rachel Miller
Lafayette
Summary
Dynamic Service Dispatcher with a proven track record at Derryberry's Heat & Air, excelling in customer service and scheduling expertise. Enhanced first-time fix rates and streamlined dispatch processes, demonstrating strong multitasking and organizational skills. Recognized for maintaining meticulous records and facilitating effective communication, ensuring optimal service delivery and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Service Department Dispatcher
Derryberry's Heat & Air
05.2024 - Current
- Consistently met or exceeded department goals related to response time targets and overall efficiency metrics.
- Contributed to increased first-time fix rates by dispatching the appropriate technician based on skill set and experience level for each job type.
- Streamlined dispatch processes by implementing efficient scheduling and communication systems.
- Maintained accurate and up-to-date records of all dispatched jobs, ensuring a clear audit trail for future reference or analysis.
- Assisted customers with troubleshooting issues over the phone, often resolving problems without necessitating a technician visit.
- Coordinated technician assignments for optimal coverage of service areas and reduced response times.
Service Dispatcher
Munns Sales and Service
05.2016 - 05.2024
- Contributed to business growth by identifying opportunities for upselling additional services during client interactions.
- Organized regular team meetings to discuss performance metrics, ongoing challenges, and strategy updates for the dispatch department.
- Maintained accurate records of service calls, technician assignments, and completed jobs for optimal organization.
- Facilitated smooth transitions between shifts by maintaining detailed logs of ongoing service requests and pending tasks.
- Assisted in the training of new employees, sharing best practices for successful dispatch operations.
- Coordinated emergency services during after-hours shifts, ensuring prompt responses to critical situations.
- Provided exceptional customer support by addressing inquiries, resolving concerns, and escalating issues when necessary.
- Served as a key point of contact between field staff, management, and customers to ensure seamless communication throughout the service process.
- Managed high call volume, prioritizing urgent requests to ensure prompt assistance.
Education
High School Diploma -
Leesburg High School
Leesburg05-2014
Skills
- Strong multitasking
- Customer service focus
- Stress tolerance
- Scheduling expertise
- Detail-oriented
- Follow-up skills
- Geographical expertise
- Teamwork and collaboration
- Multitasking Abilities
- Reliability
- Organizational skills
Timeline
Service Department Dispatcher
Derryberry's Heat & Air
05.2024 - Current
Service Dispatcher
Munns Sales and Service
05.2016 - 05.2024
High School Diploma -
Leesburg High School
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