Field Service Coordinator

• Jul 2023 - Present

Regional Support Specialist

• Jan 2021 - Jun 2023

In this role i am a remote support and customer service field as a Regional Support Specialist to the regions of Alabama, Florida(Miami), Georgia, Virginia(Norfolk), where I handle customer service and provide support to technicians in the field. My responsibilities include scheduling, productivity management, billing, and programming.

Universal agent

• Oct 2019 - Aug 2022

I gained valuable skills and processes that contributed to the productivity specialist positions for regions of Colorado, Georgia and Miami markets on the installation side due to a successful pilot. title was updated from Productivity Specialist to Universal Agent

Project pilot provisioning install confirmation

• Sep 2019 - Oct 2019

In this role I gained valuable skills and learned additional processes on the provisioning side that contributed to the Productivity Specialist positions. With this successful Pilot project it was later introduced the install Productivity Specialist to provided assistance to install technicians, ensuring a smooth and efficient workflow. This position was later renamed Universal Agent.

Productivity Specialist

• Dec 2015 - Sep 2019

I successfully managed the Colorado region office of technicians, overseeing daily schedules, maintaining productivity levels, and ensuring technicians met their commitments. I actively engaged with local management, addressing questions and concerns, and making necessary adjustments to optimize operations. Additionally, I consistently worked towards meeting monthly goals and closing jobs within budgets.

Inbound customer service

• May 2013 - Dec 2015

In my role as an Inbound Customer Service representative, I assisted customers and field technicians with a range of inquiries, including scheduling service or installation work orders, transferring calls to billing and tech support, and providing updates on scheduled appointments. I also played a key role in training new team members, contributing to their professional development

Project pilot audit

• May 2014 - Jun 2014

In a 6 week project pilot focused on audit operations, I successfully audited subcontractor work orders, identifying discrepancies and saving the company money through declined charges. This project's success led to the establishment of a permanent position within the company.

Specialized tech inbound

• Nov 2012 - May 2013

In this role I assisted with support and assistance to our dealer technicians, ensuring smooth job operations and maintaining high levels of customer satisfaction. Additionally, I would handle inbound customer calls, addressing inquiries and providing necessary information.

Tech inbound

• Sep 2012 - Nov 2012

In this role I would to provide support and assistance to technicians, ensuring smooth job operations and maintaining high levels of customer satisfaction, communication between technicians, tech support, and dispatchers, ensuring efficient coordination and resolution of technical issues. Additionally, I would handle inbound customer calls, addressing inquiries and providing necessary information.

Appointment Confirmation

• Jun 2012 - Sep 2012

In this role I ensured accurate and timely confirmation of customer appointments, in maintaining smooth scheduling operations, reducing appointment no-shows, and enhancing customer satisfaction.

Shift Manager

• Sep 2006 - Jun 2012

In this role I managed employees, handled cash, and maintained inventory. I also oversaw in-store advertising and promotional activities monthly. i developed strong leadership and organizational skills. In this role I managed employees, handled cash, and maintained inventory. I also oversaw in-store advertising and promotional activities monthly. i developed strong leadership and organizational skills.

Associate

• Nov 2009 - Dec 2010

In this seasonal role i assisted customers with finding product size, getting a fitting room while maintaining the sales floor appearance. assisted in seasonal floor setting and stocking new merchandise. In this seasonal role i assisted customers with finding product size, getting a fitting room while maintaining the sales floor appearance. assisted in seasonal floor setting and stocking new merchandise.