SERVICE COORDINATOR PROJECT MANAGEMENT CUSTOMER SERVICE
Motivated and results-oriented Service Coordinator, and Project Management. Solution-driven employee with world-class communication and technical skills. Facilitates positive change through comprehensive quick problem-solving. Effectively demonstrates accuracy and precision teamed with effective time management to ensure a high level of efficiency and success. Proven experience leading Service Coordination/customer service teams, Project management and effectively using resources to handle a variety of tasks. Creating a high-performing and exciting culture, built on hard work, trust, and collaboration.
- Effective time management, multitasking, and prioritization skills
- Strong analytical and problem-solving skills.
- Ability to work in fast-paced environments and aggressively meet deadlines.
- Strong ability to collaborate with, inspire, and motivate others toward goal accomplishment within various diverse groups.
- Exceptional attention to detail and proven ability to identify process improvement opportunities and adhere to project schedules.
- Adept in building and maintaining relationships with customer accounts while creating a premium, high-caliber experience.
- Technical Skills: Proficiency in MS Office (Word, Excel, PowerPoint), Access, Zoom, ServiceTitan (ST), Salesforce, GSuite
AREAS OF EXPERTISE
Service coordination, Project Management, Team Leadership, Customer Service, Web Application Training, Quality Assurance, Project Management, Tech Support, Operations, Emergency Support Social Media Marketing, Customer Support, Client Relations, Vendor Management
PROFESSIONAL EXPERIENCE
MSP (2021-Present)
IT Service Coordination and Project Management
- Manage multiple IT infrastructure projects while facilitating daily/weekly progress updates to clients.
- Prioritize and supervise IT services work orders while preparing estimates for infrastructure projects.
- Successfully coordinate and schedule field technical service activities
- Lead Kick-off calls with prospective clients detailing future project needs
- Present accurate scopes of work that align with customer expectations.
- Conduct project meetings to brief clients on every step of a project towards completion.
- Manage Third-party Technicians assigned to IT projects for budget, schedule, and scope of the project.
- Vetting reliable resources needed for projects and delegating tasks to project team members
- Effective collaboration and communication with colleagues.
Coffee Roaster (2021-2023)
Coffee Roasting Service Coordination and Customer Support
- Schedule Preventive Maintenances for Bellwether version 1 & 2 Roasters across the United States.
- Manage logs of all past maintenance and upcoming future appointments.
- Accurately document and input orders into Salesforce, ensuring correct data entry for customer support and accounting.
- Maintaining a schedule of preventive maintenance of units approaching roasting volumes required for Maintenance.
- Place Part orders and coordinate with Local Service providers to ensure timely service.
- Provide technical support via, Phone calls, Chat, and Email to address any issue that is preventing clients from roasting for Both Version 1 & 2 Roasters.
- Account manager for over 100 clients ensuring customer needs for both Roasted and Green coffee sales.
- Coordinate to prioritize customers’ repair and coffee purchasing needs
- Be the direct point of contact for multiple accounts entrusted to deliver the highest level of customer service
Restaurant (2021-2022)
Service Coordination and Maintenance Manager
- Manage a Book of Business over 300 reputable restaurant accounts ensuring prompt SLA response time to restaurant equipment service needs.
- Manage high volume email communications
- Schedule technicians and order parts for High-end restaurant equipment to reduce equipment downtime.
- Managing 15+ technicians between Preventive maintenance and reactive service calls in compliance with customer contracts and needs.
- Provide accurate creation and editing of work orders through the RRM system to properly document every service call to catalog equipment history for Management and potential sales.
Toyota (2020-2021)
Forklift Service Coordination & Maintenance Management
- Manage Warehouse industry accounts for forklift services. Providing quick and responsive coordination of skilled technicians to prioritize the expectations of customers’ repair/purchasing needs.
- Manage a high volume of incoming work orders in a timely and proficient manner
- Manage over 200 Warehouse Clients’ forklift repairs and preventive maintenance service
- Be the direct point of contact for multiple accounts, entrusted to deliver the highest level of customer service.
- Receive incoming service calls via email, phone, text, and in person
- Schedule monthly, bi-monthly, quarterly, and semiannual preventive maintenance appointments to ensure the life of the equipment and customer satisfaction.
- Provide a detailed summary report for management of any apparent problems to eliminate any future customer expenditure, increasing customer satisfaction.
HVAC (2019-2020)
Maintenance Manager & Afterhours Emergency Support
- Schedule commercial HVAC Preventive maintenance services.
- Coordinate services between technicians and fellow businesses within contracted SLA response time. promptly issuing and reviewing work tickets to understand root problems and solve them with methods modeled by company best practices.
- Over-communicate with a team of 20 union member technicians to act as the liaison between daily workflow information and management.
- Knowledgeable of HVAC Controls Concepts (Mechanical & Automation)
- Manage multiple Clients ranging from standard to very higher-end detail-oriented Commercial accounts. (i.e. US Bank, Warner Bros Studios, The Getty Museum)
- Direct point of contact for over 100 companies.
- Direct point of contact for Afterhours Emergency Requests Via Phone Calls, Email, and Chat support.
- Provide daily service reports with management of all current projects.
HVAC (2014-2019)
Residential HVAC Service Coordination, Maintenance Manager & Afterhours Emergency Support
- Schedule residential HVAC Service and Preventive maintenance calls.
- Dispatch and call center manager
- Managing a group of 15+ Techs and 5 install crews
- Procurement of Residential HVAC equipment
- Coordinating day-to-day schedules to maximize technicians’ time concerning locations of calls and the route home.
- Maintained a high level of productivity by effectively training call center reps, dispatchers, and technicians on the basics of booking calls, updating customer database follow-ups, workflow processes, mobile app software, and customer service satisfaction within ServiceTitan(ST).
- Direct point of contact for after-hours service
- Provide support, information, prioritization, and coordination of assignments for field service personnel for emergency service dispatch
- Direct point of contact for Afterhours Emergency Requests Via Phone Calls, Email, and Chat support.
- Provide daily service reports with management of all current projects.
EDUCATION
- ASSOCIATE OF ARTS DEGREE
